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.
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. The incumbent is responsible for coordinating 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. The incumbent acts 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. The role provides 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. The incumbent is expected to 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.
Major Duties and Responsibilities
Function 1 (incl. Expected results)
Leads e-commerce and platform operations for the ICAO Store, achieving results such as:
- Act as the operational focal point for the timely and accurate setup, production and placement of product and service information on the eCommerce platform to support a clear, reliable, and user-friendly browsing/buying experience;
- Liaise with product owners, business stakeholders, and relevant senior-level staff regarding new or updated products/services to be made available through the eCommerce site;
- Review and advise stakeholders on best practices to ensure consistent presentation of all products and services available on the ICAO eCommerce site;
- Coordinate the drafting, review and validation of product information, ensuring that all product information, including descriptions, pricing, configurations, availability and related product details are accurate and approved prior to publication;
- Optimize content for search engines (SEO) by using relevant keywords, meta descriptions, and tags;
- Ensure the products/services information is maintained, up-to-date and approved for use within the store and for promotional purposes;
- Manage all e-commerce product setup requirements across applicable product types, including coordination of digital access, licensing, and digital rights management (DRM) related settings where required;
- Coordinate operational workflows with ICAO internal stakeholders to ensure that products and services offered through the ICAO Store are set up, maintained, and delivered in accordance with agreed business requirements;
- Collaborate with marketing and product stakeholders to support compelling product content, as well as plan and execute promotional campaigns, special offers, and related content updates;
- Ensure the timely deployment of promotional banners, landing pages, discounts and other marketing assets on the eCommerce site;
- Conduct regular content audits to ensure that all content is up-to-date, relevant, and accurate;
- Manage categories, sub-categories product relationships and navigation structures on the e-commerce site to support customer discovery and ease of use;
- Maintain cross-sell and up-sell relationships and use available sales, check out and customer behaviour data to support improved product discovery and revenue opportunities;
- Identify and recommend operational, content, navigation, and process improvements to H/ECP to support the performance and effectiveness of the ICAO e-commerce platform.
Function 2 (incl. Expected results)
Manages product, catalogue, and storefront content operations, achieving results such as:
- Coordinate the production and maintenance of ICAO product and service catalogue information, including the annual Products and Services Catalogue, ensuring that updates, pricing adjustments, product changes, and obsolete information are reflected accurately and in a timely manner;
- Coordinate inputs from ICAO bureaus and product owners with respect to ICAO products and services published in the Products and Services Catalogue;
- Prepare correspondence and coordinate internal clearance processes, as required, regarding obsolete, discontinued, revised, or newly introduced products and services;
- Maintain records of obsolete, discontinued, superseded, or replaced products and publications to support catalogue accuracy, historical reference, and operational continuity;
- Ensure the catalogue and storefront content is complete, accurate and published in a timely manner in accordance with established deadlines;
- Coordinate translation requirements with language sections or relevant service providers to support multilingual catalogue, storefront, and product information needs;
- Coordinate artwork, visual assets, and related production requirements for catalogue, storefront, and promotional content, in collaboration with graphic design, marketing, or other relevant teams;
- Coordinate the review and finalization of catalogue and storefront product information to ensure that published content is accurate, approved, aligned with organizational standards and guidelines, and suitable for customer-facing use, including proofreading and editing as required.
Function 3 (incl. Expected results)
Manages order-flow and operational alignment with fulfilment and finance processes, achieving results such as:
- Manage e-commerce order-flow processes to support timely and accurate handling of orders placed through the ICAO
Store, including operational follow-up with customer service, product delivery teams and other internal stakeholders as required;
- Monitor operational issues affecting order processing, fulfilment, product availability, digital access, or customer delivery, and coordinate follow-up to ensure issues are resolved or escalated appropriately;
- Support alignment between e-commerce operations and finance-related processes by ensuring that order information, payment status, cancellations, refunds, credit memo requests, and other operational dependencies are routed to the appropriate Finance Associate, ARU, or FIN focal point for action;
- Coordinate with the Finance Associate, customer service, and product delivery teams to ensure that customer-facing order updates and internal operational actions remain consistent with confirmed financial status and approved finance processes;
- Maintain and improve operational procedures, handoff points, and tracking practices related to e-commerce order-flow, fulfilment coordination, and finance-related dependencies;
- Identify recurring order-flow, fulfilment, or process issues and recommend operational improvements to strengthen service continuity, reduce manual follow-up, and improve the customer purchasing experience.
Function 4 (incl. Expected results)
Supports customer service operations and escalation coordination, achieving results such as:
- Oversees customer service and operational follow-up for orders requiring additional review, including orders linked to bank transfer, cheque payment, payment confirmation, or other non-standard handling;
- Investigate, troubleshoot and coordinate resolution of customer-facing or operational issues related to order status, payment confirmation, access, delivery, or fulfilment, escalating finance-specific matters to the Finance Associate, ARU, or FIN as appropriate;
- Coordinate customer service and operational handoffs for cancellations, refunds, credit memo requests, returned items, missing items, short shipments, or out-of-print products, ensuring finance-specific actions are handled by the Finance Associate or appropriate FIN/ARU focal point;
- Monitor recurring customer service and order-related issues, including CRM case trends, refund or cancellation drivers, and provide operational input to support service improvement, process controls, and reporting led by the appropriate function.
Function 5 (incl. Expected results)
Leads e-commerce business requirements, operational readiness, and continuous improvement with Revenue Systems Support, ICT, and external service providers achieving results such as:
Leads the review and escalation of recurring customer-facing technical issues, ensuring that business impacts are clearly
documented and routed to CDI Revenue Systems Support, ICT, or external service providers as appropriate;
- Support the development and maintenance of standard customer service templates, knowledge base content, and operational guidance related to e-commerce platform issues, access problems, order-flow questions, and common service scenarios;
- Identify opportunities to improve e-commerce platform processes, operational workflows, customer-facing functionality, and internal handoffs, and translate these into business requirements or improvement proposals for review with H/ECP, Revenue Systems Support, ICT, or external service providers;
- Collaborate with customer service, product delivery teams, Revenue Systems Support, ICT, Finance, marketing, and external service providers to identify recurring operational or platform issues and coordinate improvements that support service quality and operational continuity;
- Leads operational readiness activities for e-commerce platform changes, including business input, user acceptance testing, communication of operational impacts, process updates, and post-release follow-up;
- Support H/ECP in prioritizing business-side platform improvements, operational readiness activities, and proactive measures to address recurring customer, order-flow, storefront, access, or service issues.
Function 6 (incl. Expected results)
Provides operational leadership, resource coordination and reporting , achieving results such as
- Carry out day-to-day e-commerce and platform operations activities directly, while planning, coordinating, and reviewing the work of assigned part-time or full-time support resources;
- Provide practical guidance, quality control, and operational support for work related to product setup, storefront content, catalogue updates, order-flow coordination, customer service handoffs, and related platform activities;
- Monitor operational workload, recurring issues, service risks, and process bottlenecks, escalating matters to H/ECP where management direction, cross-functional resolution, or policy guidance is required;
- Maintain and update standard operating procedures, checklists, templates, tracking tools, and internal guidance to support consistent execution of e-commerce and platform operations;
- Prepare operational updates, status reports, issue summaries, and performance inputs related to e-commerce operations, storefront activity, order-flow, service coordination, and process improvement initiatives;
- Support onboarding, knowledge transfer, and continuity planning for staff and resources involved in e-commerce and platform operations, helping ensure that critical operational knowledge is documented and shared.
- Contribute to planning and coordination for peak periods, product launches, system changes, campaigns, and other operational activities requiring cross-functional preparation and follow-up.
Function 7 (incl. Expected results)
Performs other related duties, as assigned.
Qualifications and Experience
Education
Essential
Professional experience
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 environment.
- 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.
Desirable
- 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.
Languages
Essential
- Fluent reading, writing and speaking abilities in English.
Desirable
- A working knowledge of any other language of the Organization (Arabic, Chinese, French, Russian, Spanish).
Competencies
Professionalism : Excellent communication and presentation skills; ability to multi-task, prioritize and manage timeeffectively. Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel). Familiarity with a global eCommerce web environment. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than persona l concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations.
Planning and Organizing : Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently.
Accountability : Takes ownership of all responsibilities and honours commitments; delivers outputs for which one has responsibility within prescribed time, cost and quality standards; operates in compliance with organizational regulations and rules; supports subordinates, provides oversight and takes responsibility for delegated assignments; takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable.
Teamwork : Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.
Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style, and format to match the audience; demonstrates openness in sharing information and keeping people informed.
Conditions of Employment
Please note that this is a locally-recruited position and restricted to Canadian Citizens, Permanent Residents of Canada and applicants with a work permit.
It should be noted that this post is to be filled on a fixed-term basis for an initial period of One (1) year (first year is probationary for an external candidate).
ICAO staff members are international civil servants subject to the authority of the Secretary General and may be assigned to any activities or offices of the Organization within the duty station.
ICAO staff members are expected to conduct themselves in a manner befitting their status as international civil servants. In this connection, ICAO has incorporated the 2013 Standards of Conduct for the International Civil Service into the ICAO Personnel Instructions.
ICAO offers an attractive benefit package to its employees in accordance with the policies of the International Civil Service Commission (ICSC),
The statutory retirement age for staff entering or re-entering service after 1 January 2014 is 65. For external applicants, only those who are expected to complete a term of appointment will normally be considered.
Remuneration:
Level
Net Base Salary
per annum
