Melissa Gooch

Director of Ecommerce Operations - Zale Brands @Signet Jewelers

POC for internal IT Leadership and Accenture Managed Support (AMS) Teams for SAP Hybris Ecommerce Platform-collaborate with Ecommerce business leaders to align on prioritization of open requests, partner with IT to scope, plan, test and execute twice monthly releases to Ecommerce production environment, leading and coordinating UAT leveraging Jira and Service Now platforms • Ecommerce business delegate for Corporate PMO in support of all initiatives impacting Ecommerce; partner in full project life cycle of large scale projects such as implementation of Narvar, Apple Pay, and Akamai Media Manager; in addition to projects to transition to alternate Private Label Credit Partner, Mobile Optimization with WOMP (Mobile AMP delivery with PWA) • Leverage Medallia and Decibel Insights to gather Customer Feedback and UX analytics to drive enhancement recommendations, surface content and technical detractors, and drive material improvement of NPS across 5 brands • Lead Vendor Operations Team with responsibility for vendor relationships- vendor lead times, reconcile inventory, and expedite fulfillment • Omni-Channel SME and Ecommerce POC for Store Operations, • POC for Ecommerce Customer Support Department-collaborate with Customer Support Leadership to identify customer and support center pain points and sources of customer friction related to on-line purchase and post purchase journey