E-Commerce Operations Specialist

As the E-commerce Operations Specialist, you ensure the operational excellence of the Go Ahead Tours website. You own the quality, accuracy, governance, and execution of the site’s content infrastructure, ensuring every page, template, form, redirect, and search experience functions reliably and reflects the most current business priorities.

You enjoy creating repeatable processes, documenting best practices, and continuously improving operational workflows. You are equally comfortable executing detailed work and identifying opportunities to make that work more efficient over time.

You Will

Content Management System (CMS) Operations

• Own the day-to-day operational integrity of the Go Ahead Tours website within CMS
• Execute content updates accurately and efficiently, ensuring all fields, components, and modules are correctly configured
• Manage and maintain page templates — ensuring template integrity across all instances when templates are updated or new ones are introduced
• QA all content deployments prior to publish, validating against brand, accuracy, and functional standards
• Identify and escalate CMS bugs or template inconsistencies to the Engineering team with clear, structured documentation
• Site Health & Operational Monitoring
• Perform pre-launch and post-launch quality assurance for all website updates, ensuring content, functionality, tracking, and user experience meet established standards
• Monitor overall website operational health through regular audits and automated reporting
• Identify broken experiences, content inconsistencies, rendering issues, and technical anomalies before customers encounter them
• Coordinate resolution with Engineering, SEO, Product, and Marketing teams
• Maintain operational dashboards and issue logs to ensure visibility into recurring trends 

Lead Form Management

• Build and configure lead capture forms according to established specifications, naming conventions, and targeting rules
• Ensure QA on all forms prior to launch against a defined compliance checklist, ensuring accuracy of copy, targeting logic, display rules, and tracking parameters
• Monitor form performance post-launch, tracking key metrics (submission rate, conversion rate, display frequency) and surfacing anomalies
• Maintain organized records of all active forms, including naming, configuration, and performance history 

Operational Excellence

• Continuously identify opportunities to improve operational efficiency, quality, and scalability
• Develop repeatable workflows and checklists that reduce errors and increase consistency
• Champion operational best practices across website management processes
• Contribute to continuous improvement initiatives that enhance website operations

Quality assurance (QA) & Content Governance

• Execute QA for all new tour launches, cross-referencing CMS page configuration against product attribute requirements and flagging mismatches
• Conduct recurring content compliance audits to ensure all pages meet brand, SEO, and legal standards — including meta field population, alt text, and structured data
• Monitor and maintain CA (Canadian) market content, ensuring correct domain-specific content is applied and regulatory standards are maintained
• Flag content governance issues proactively rather than waiting for them to surface through other channels

Site Search & Index Management

• Maintain the accuracy and currency of the on-site search index
• Identify and correct indexing errors or outdated entries as part of a regular audit process
• Coordinate with Web Merchandising on tour launches, retirements, and naming changes that affect search

Content Publishing Workflow

• Serve as the operational hub for inbound content update requests from cross-functional teams including Copy, Creative, Product, and Marketing
• Manage intake, scheduling, and deployment of content updates, ensuring nothing falls through the cracks
• Communicate clearly with stakeholders about timelines, dependencies, and status
• Participate in release readiness activities, validating website changes before production deployment
• Support deployment checklists and rollback validation when necessary

Analytics Consumption & Performance Interpretation

• Regularly review performance data for owned areas — including form performance, page health metrics, and template engagement — to identify trends and anomalies
• Use GA4 and other reporting tools to answer operational questions: Is this form converting? Is this page template underperforming? Are redirects functioning correctly?
• Surface insights and flag issues proactively to the team; escalate findings that require strategic input
• Approach data as a tool for continuous improvement, not just reporting

Documentation & Process Management

• Maintain operational documentation, publishing standards, QA checklists, and CMS best practices
• Continuously improve documentation to support scalability and consistency
• Identify opportunities to automate repetitive operational workflows

You Have

• 3–5 years of experience in website operations, content management, or digital marketing execution roles
• Hands-on experience with a modern CMS platform; Storyblok experience strongly preferred
• A track record of managing high volumes of structured, detail-intensive work with accuracy and consistency
• Experience with QA processes — you know what ‘done right’ looks like and you check your work
• Comfort reading and interpreting web analytics data (Google Analytics or equivalent)
• Exceptional organizational skills — you build systems to stay on top of your work
• Strong written communication skills for cross-functional coordination and documentation
• A proactive, ownership mindset — you surface problems before they become incidents
• Ability to manage multiple concurrent tasks without losing accuracy or thoroughness
• Comfort staying on top of and implementing new technologies
• Experience working with structured content models and component-based CMS platforms
• Strong troubleshooting and problem-solving skills
• Ability to prioritize competing requests while maintaining exceptional attention to detail

What Will Put You Ahead

• Familiarity with OptinMonster or similar lead capture / form management platforms
• Experience with Algolia or other on-site search tools
• Understanding of redirect management and URL structure best practices
• Exposure to A/B testing tools and test-and-learn frameworks
• Experience working within an agile or sprint-based project management environment (Monday.com a plus)
• Experience in the travel or e-commerce industry
• Experience documenting operational processes
• Experience with website QA tools (Screaming Frog, etc.)
• Basic HTML/CSS familiarity
• Familiarity with SEO technical fundamentals
• Experience working closely with engineering teams

Educational Background

• Bachelor’s degree in Marketing, Communications, Information Systems, or a related field, or equivalent practical experience. 

Why you’ll love working here: Perks, Benefits, and more!

This is the most fun, high caliber place you’ll ever work. Ask any employee why they love EF (whether they’ve been here 10 minutes or 10 years) and they’ll probably tell you the same thing: it’s the people. When you work at EF, you join a purpose-driven, international and energetic community that thrives on continuous learning, fearless innovation and mutual support.

In addition, you can expect:

• Commitment to professional growth: robust monthly calendar of trainings and workshops
• Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
• Exciting business travel opportunities
• 25% company match on your 401(k) contributions
• Market-leading medical, dental and vision coverage, along with options for life and disability insurance, accident and hospital insurance, legal and pet insurance
• Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
• Access to fertility care and family-building support
• Wellness benefits including a yearly fitness reimbursement
• Frequent social and learning events, including access to our employee-run resource groups
• Robust Employee Assistance Program
• Tenure-based sabbatical eligibility
• EF Product Discounts (discounts on travel, international language schools, Au Pair program and more)
• Discounts at local venues and businesses
• Amazing offices designed to match the caliber of the people who work there, plus the flexibility of working from home three days a week
• Compensation range for this role is $60,000-$75,000/year, based on experience

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