The Senior E-Commerce MOR/SOR Operations Manager is responsible for leading the strategic and operational management of LG's MOR/SOR platforms, ensuring the accuracy, compliance, and efficiency of all post-purchase processes across eCommerce and sales operations. This role requires deep technical expertise, strong business acumen, and the ability to drive cross-functional alignment across Operations, Finance, Accounting, Technology, and Customer Support. The Senior Manager will oversee system performance, financial integrity, fraud governance, and end-to-end operational processes while guiding continuous improvements across the digital commerce ecosystem.

Strategic Leadership & Product Ownership

• Lead the full product lifecycle for MOR/SOR, including roadmap development, requirement definition, and release management.
• Oversee system architecture and monitoring frameworks, ensuring reliability, scalability, and operational compliance.
• Drive strategy and improvements for AR/AP/GL financial modules, ensuring seamless integration and data accuracy.

Order & Sales Operations Management

• Provide oversight of fraud prevention workflows, including alerts, chargebacks, and dispute resolution; lead escalation governance and analytics.
• Oversee refund, order adjustment, store credit, and reward processes to ensure accuracy, timeliness, and policy adherence.
• Lead resolution of operational exceptions and partner with the Order Management team to remove blockers impacting customer experience.
• Facilitate the weekly MSOR scrum to ensure cross-functional alignment and timely issue resolution.

Data Analytics & Financial Accuracy

• Lead data validation and reconciliation processes to maintain integrity across order, payment, and financial reporting systems.
• Manage backend dashboards and monitoring tools to identify operational risks and proactively address system failures or anomalies.

Operational Excellence & Process Optimization

• Design, evaluate, and refine business processes that support post-purchase accuracy, efficiency, and compliance.
• Strengthen back-office operations, including fraud management, refunds, escalations, and reward governance.
• Drive continuous improvement initiatives, ensuring alignment with audit requirements, security standards, and operational best practices.

Cross-Functional Partnership & Governance

• Serve as the primary liaison for Finance, Accounting, AR/AP, and external vendors to support reconciliation, reporting, and payment operations.
• Manage partnerships with Payment Service Providers (PSPs), overseeing issue resolution, compliance alignment, and performance optimization.
• Work closely with Technology and Customer Support teams to maintain operational readiness and elevate customer experience across order systems.

Qualifications:

• Bachelor's degree in Accounting, Business, eCommerce, or a related field.
• 10+ years of experience in eCommerce operations, technical operations, financial systems, or order management; experience leading teams strongly preferred.
• Bilingual capability in English and Korean is a plus.
• Demonstrated expertise in MOR/SOR processes, AR/AP/GL financial modules, and post-purchase transaction workflows.
• Advanced proficiency in data analysis, reconciliation, and operational reporting.
• Proven ability to lead cross-functional programs involving Operations, Finance, Tech, Accounting, and external partners.
• Strong understanding of fraud governance, payment workflows, chargebacks, and dispute management.
• Experience managing product roadmaps, system enhancements, and release cycles within a technical environment.
• Exceptional communication, organizational, and stakeholder management skills.

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