The International Civil Aviation Organization (ICAO) sets international Standards and Recommended Practices (SARPs) for aviation safety, air navigation, security, facilitation and environmental protection. To that effect, ICAO is a knowledge-based organization engaged activities to manage and disseminate specialized international Civil Aviation standards, guidance and related knowledge products, while providing holistic support to States to help them achieve compliance with ICAO SARPs.

The Capacity

Building and Implementation (CDI) Bureau is responsible for the No Country Left Behind (NCLB) strategic goal of ICAO. The Bureau offers needs-based implementation support to States through projects and innovative products to assist them in implementing effective and sustainable solutions that address their specific needs and challenges. The Bureau is also responsible for the Organization’s revenue-generating activities, offering a portfolio of products and services that respond to the evolving needs of States and other stakeholders, while supporting financial sustainability and long-term organizational effectiveness.

About the Role

Within CDI, the E-Commerce and Publications Sales Unit (ECP) is responsible for all technical and operational aspects of the ICAO ecommerce platform as well as the sales and distribution of ICAO publications and products. The unit helps ensure that publications and related business services are effectively managed across product ownership, sales and licensing models, operational delivery, customer support, and supporting business processes and platforms. The incumbent reports directly to the Head, the E-Commerce and Publications Sales Unit (ECP) and leads the day-to-day e-commerce and platform operations area within the Unit.

Responsibilities





- Coordinate the operational management of the ICAO Store and related digital sales processes, including catalogue and product information management, storefront content, product setup, order-flow support, platform administration, and coordination with customer service, product delivery, finance-related processes, technical teams, and external service providers.
- Act as the primary operational focal point for ensuring that products and services are accurately represented in the e-commerce platform and that related operational workflows support reliable digital sales, fulfilment, customer support, and service continuity.
- Provide practical operational leadership to staff and resources supporting e-commerce and platform activities, helping ensure that day-to-day work is coordinated, issues are followed through, and process improvements are identified and implemented.
- Exercise judgement and initiative in resolving operational issues, supporting a user-friendly digital purchasing experience, and bringing only complex, cross-functional, or policy sensitive matters to the Head of the Unit for review or resolution.

Qualifications

- Essential: High school diploma or equivalent is required.
- Desirable: A Diploma of College Studies (DEC) or a first level university degree in administration, marketing, information systems, digital business or related field, is desirable.



Additional training or certification in ecommerce, business administration digital operations, office automation, information systems or related field, is desirable.

Required Skills

- Essential: A minimum of seven years' experience in e-commerce operations, customer service business administration, sales operations, digital content administration, or related operational support functions, preferably in a sales-oriented or customer-facing business workplace.
- Proven experience within an eCommerce environment, specifically in a retail, business to customer (B2C) and / or business to business (B2B) model.
- Proven experience in managing products/services information, catalogue content, storefront content, or related operational workflows using an e-commerce platform.
- Experience coordinating operational processes involving internal stakeholders, customer service, product delivery, finance-related handoffs, technical teams, or external service providers.

Preferred Skills

- Experience working with HTML or web content management tools.
- Experience with Search Engine Optimization (SEO).
- Experience with on-line merchandising, including product placement, promotional content, cross-sell/up-sell configuration, or campaign support.
- Experience with Adobe Commerce / Magento or a comparable enterprise e-commerce platform.
- Experience supporting user acceptance testing, operational readiness, issue tracking, or process improvement for digital platforms.

Pay range and compensation package

Specified in the provided .

Equal Opportunity Statement

ICAO is committed to diversity and inclusivity in the workplace and encourages applications from all qualified individuals.

📌 E-Commerce and Platform Operations Lead (Montreal)
🏢 International Civil Aviation Organization
📍 Montreal