E-Commerce and Platform Operations Lead

Job Posting Organization:
The International Civil Aviation Organization (ICAO) is a specialized agency of the United Nations established in 194

• Its mission is to promote the safe and orderly development of international civil aviation throughout the world. ICAO sets international Standards and Recommended Practices (SARPs) for aviation safety, air navigation, security" style="border-bottom: 1px dotted #007bff !important;">security, facilitation, and environmental protection. The organization operates in over 190 countries and employs a diverse workforce dedicated to enhancing global aviation safety and efficiency. ICAO's Capacity Building and Implementation (CDI) Bureau is particularly focused on ensuring that no country is left behind in achieving compliance with ICAO standards, providing tailored support to member states through innovative projects and solutions.

Job Overview:
The E-Commerce and Platform Operations Lead will oversee the operational management of the ICAO Store and related digital sales processes. This role involves coordinating product information management, storefront content, order-flow support, and platform administration. The incumbent will act as the primary operational focal point, ensuring that products and services are accurately represented on the e-commerce platform. The position requires practical operational leadership, guiding staff and resources in e-commerce activities, and identifying process improvements. The successful candidate will be expected to exercise judgment and initiative in resolving operational issues, ensuring a user-friendly digital purchasing experience, and escalating complex matters to the Head of the Unit for resolution.

Duties and Responsibilities:

• Lead e-commerce and platform operations for the ICAO Store, ensuring timely and accurate setup of product information to support a user-friendly experience.
• Liaise with product owners and stakeholders regarding new or updated products/services.
• Review and advise on best practices for product presentation on the eCommerce site.
• Coordinate the drafting and validation of product information, ensuring accuracy prior to publication.
• Optimize content for search engines (SEO) and maintain up-to-date product information.
• Manage e-commerce product setup requirements and coordinate operational workflows with internal stakeholders.
• Collaborate with marketing to execute promotional campaigns and ensure timely deployment of marketing assets.
• Conduct regular content audits and manage product relationships on the e-commerce site.
• Identify and recommend operational improvements to enhance the effectiveness of the ICAO e-commerce platform. 1
• Manage product and storefront content operations, ensuring timely updates and accuracy of the Products and Services Catalogue. 1
• Oversee order-flow processes, ensuring timely handling of orders and resolving operational issues. 1
• Support customer service operations, investigating and resolving issues related to order status and payment confirmation. 1
• Lead operational readiness activities for e-commerce platform changes and support continuous improvement initiatives.

Required Qualifications:
Essential qualifications include a high school diploma or equivalent. Desirable qualifications include a Diploma of College Studies (DEC) or a first-level university degree in administration, marketing, information systems, digital business, or a related field. Additional training or certification in e-commerce, business administration, or related fields is also desirable. Candidates should possess excellent communication and presentation skills, proficiency in word processing and spreadsheet tools, and familiarity with a global eCommerce web environment.

Educational Background:
Candidates are required to have a high school diploma or equivalent. A Diploma of College Studies (DEC) or a first-level university degree in relevant fields such as administration, marketing, or information systems is desirable. Additional training or certification in e-commerce or digital operations is also beneficial.

Experience:
A minimum of seven years of experience in e-commerce operations, customer service, business administration, or related operational support functions is essential. Candidates should have proven experience in managing product information and operational workflows within an e-commerce environment, preferably in a sales-oriented or customer-facing business. Experience coordinating processes involving internal stakeholders and external service providers is also required. Desirable experience includes working with HTML, SEO, online merchandising, and enterprise e-commerce platforms such as Adobe Commerce or Magento.

Languages:
Fluent reading, writing, and speaking abilities in English are essential. A working knowledge of any other language of the Organization (Arabic, Chinese, French, Russian, Spanish) is desirable.

Additional Notes:
This position is locally recruited and restricted to Canadian Citizens, Permanent Residents of Canada, and applicants with a work permit. The role is fixed-term for an initial period of one year, with the first year being probationary for external candidates. ICAO staff members are expected to conduct themselves in a manner befitting their status as international civil servants. The organization offers an attractive benefits package in accordance with the policies of the International Civil Service Commission (ICSC). The statutory retirement age for staff entering or re-entering service after January 1, 2014, is 6

• The net base salary for this position is CAD 64,424 per annum.