Director, Digital Operations

General Summary

The Director of Digital Operations leads the strategic and operational execution of all digital commerce operational activities, ensuring seamless functionality across platforms and channels. This role oversees the optimization of digital systems, manages vendor relationships, and drives operational excellence to support revenue growth and customer experience. The Director will build and lead a high-performing team to deliver best-in-class digital operations.

Duties & Responsibilities

• Define and implement operational strategies that align with overall digital commerce objectives, ensuring scalability and efficiency across platforms.
• Manage and mentor a team of digital operations professionals, fostering a culture of collaboration, accountability, and continuous improvement.
• Oversee relationships with technology partners, service providers, and third-party vendors to ensure optimal performance and adherence to SLAs.
• Partner with Product, Technology, Marketing, and Customer Care teams to ensure flawless execution of site functionality, product launches, and omni-channel initiatives.
• Utilize data and analytics to identify process improvements, streamline workflows, and enhance customer experience. Creating and maintaining SOPs for all digital commerce activities.
• Monitor and resolve escalated operational issues related to site performance, integrations, and fulfillment in a timely manner.
• Manage digital invoices, accruals, and budgeting in partnership with digital team leads.

Qualifications

Knowledge, Skills and Abilities

• Deep understanding of eCommerce operations, digital platforms, and omni-channel strategies.
• Expertise in enterprise-level eCommerce systems (Adobe, Digital PIM, VTEX, Salesforce Commerce Cloud, Oracle ATG, 1010, etc.).
• Strong leadership and team-building skills.
• Advanced proficiency in analytics tools (Google/Adobe Analytics) and MS Office Suite.
• Ability to manage complex projects and vendor relationships effectively.
• Familiarity with HTML/CSS and web technologies a plus.

Work Experience and/or Education

• 8–10 years of experience in eCommerce operations or digital commerce management.
• 3+ years in a leadership role managing teams and budgets.
• Bachelor’s degree required; MBA or advanced degree preferred.

Key skills/competency

• Digital Commerce
• eCommerce Operations
• Omni-channel Strategy
• Vendor Management
• Team Leadership
• Project Management
• Data Analytics
• System Optimization
• Budget Management
• Cross-functional Collaboration