Senior E-commerce MOR/SOR Operations Manager

 

What we can offer:

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

 

We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value.  At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!

 

The Opportunity:

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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