Hermès eCommerce Manager, Delivery Claims & Incidents
Hermès of Paris Inc. is hiring an eCommerce Manager, Delivery Claims & Incidents in Manhattan, NY to lead claims resolution, post‑sale operations and carrier partnerships.
Overview
Hermès is an independent, family‑owned maison renowned for artisanal leather goods, silk, ready‑to‑wear and accessories. Globally recognized for craftsmanship, timeless design and a commitment to preserving savoir‑faire, Hermès operates through regional entities such as Hermès of Paris, Inc. in the United States and combines a strong retail network with localized eCommerce and customer‑service operations.
Role & Responsibilities
- Own day‑to‑day management of delivery claims and order incident resolution to preserve an exceptional client experience while protecting business interests.
- Lead, mentor and develop a team responsible for claims handling, ensuring adherence to policy and escalation protocols.
- Maintain and evolve operational processes; identify and implement automation opportunities to reduce manual case handling and improve throughput.
- Produce, analyze and present regular reports on delivery incidents, claims trends and remediation actions; execute process adjustments based on insights.
- Coordinate closely with carriers, distribution centers and retail store partners to investigate incidents, reconcile order statuses and drive root‑cause resolution.
- Support manual order review workflows, monitor unusual shopping patterns and collaborate with the fraud team; be proficient with the Riskified fraud tool.
- Manage omnichannel order status reconciliation and communicate weekly updates to partner store teams and internal audit.
- Make budgetary and operational decisions tied to claims exposure and remediation spend; escalate complex or high‑value cases appropriately.
- Flexible to absorb additional responsibilities as business needs evolve, including weekend coverage as required.
Qualifications
- Bachelor’s degree or equivalent preferred.
- Minimum 3–5 years in eCommerce operations, after‑sales, logistics claims or a closely related function; supervisory experience required.
- Proven people management and team leadership experience with a track record of coaching and talent development.
- Advanced Excel proficiency and strong reporting / data‑analysis skills.
- Experience working cross‑functionally with logistics/carrier partners, retail teams and fraud/order‑review units.
Skills
Experience
Minimum 3–5 years in a similar eCommerce or post‑sale operations role with demonstrable supervisory experience; familiarity with carrier relationships, omnichannel order reconciliation and fraud/order review processes is required.
Education
Bachelor’s degree or equivalent preferred.
Workplace
This position is based in New York, New York, USA.
Compensation
The base compensation for this position ranges from USD 88,746 to USD 99,839 per annum.
Benefits
Commission and bonus incentives; Medical, Dental, Vision; Life insurance and disability; Paid time off (15 days annual vacation, 11 company holidays, 3 floating holidays, 2 wellbeing days, sick & safe time); Paid parental leave and transition time; 401(k) and Roth plan with company matching and profit sharing; Voluntary benefits (FSA, fitness reimbursement, voluntary life insurance); Product discount; Employee Assistance Program; access to Calm App, Health Advocate, Family Building Support.
Culture
Hermès fosters an artisan‑driven culture that values craftsmanship, creativity and long‑term stewardship. The Maison emphasizes gracious leadership, mentorship and a people‑centered workplace that supports diversity, inclusion and professional development.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Delivery Claims Manager», «Order Incident Manager», «Post‑Sale Operations Manager», «Customer Claims & Fulfillment Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.