Job DescriptionAbout the Role The Manager, e-Commerce Content Operations has oversight of the day-to-day execution, quality and governance of content across the Pottery Barn Kids, PB Teen, and Dormify websites. This role will partner closely with Creative, Marketing, Merchandising, SEO, Production, and IT teams to deliver superior online experience for the customer. The position will serve as the brand lead for CMS execution and content standards across platforms and channels. This position reports directly to the Director of e-Commerce Site Operations.
Responsibilities - Leverage understanding of web design principles, CMS capabilities, consumer behavior, and operational processes to improve site content execution, quality and customer experience.
- Partner with Creative, Marketing, Merchandising, SEO, Production and IT teams to execute seasonal launches, promotional campaigns, content updates and customer-facing site experiences
- Manage the Pottery Barn Kids, PB Teen and Dormify Content Operations team. From administrative needs and training to overseeing workload, career development, and mentorship
- Serve as the ECM/AEM subject matter expert for the brands, including content build standards, publishing workflows, component usage and feature enhancements, including working with tech on enhancement features during the release cycle
- Own execution and maintenance of all key content areas including homepages, banners, shop paths, features, and SEO articles
- Manage content updates for high-visibility brand and business needs across the site
- Create and maintain tagging standards across site content to improve reporting, consistency and customer experience
- Partner with team to ensure all content is reviewed, tested and validated prior to launch, including links, imagery, copy, tagging, mobile/app presentation, SEO inputs and customer experience.
- Proactively review the site with a customer-first mindset, identifying content gaps, outdated experiences, operational risks and customer experience issues while suggesting and delivering solutions
- End-to-end project management of seasonal product launches and features
- Build and maintain strong relationships across all channels within the brand, other WSI brands, and shared services teams
- Stay abreast of e-commerce content best practices, competitive landscape, CMS capabilities, accessibility considerations and overall business goals in order to recommend process improvements and content experience enhancements
Criteria - 3-5+ years in an e-commerce, website operations, content operations, or CMS management role
- Strong hands-on experience using a content management system to build, publish and maintain customer-facing website content
- Project management skills and ability to manage multiple content updates, seasonal launches and cross-functional deadlines simultaneously
- Strong understanding of e-commerce site experience, content hierarchy, promotional execution and customer journey best practices
- Ability to adapt and respond with a sense of urgency in a fast paced and evolving working environment
- Strong attention to detail
- Working knowledge of SEO content inputs, metadata, tagging standards and content performance measurement.
- Creative problem solving and analytical skills required
- Excellent communication skills are a must, including the ability to clearly communicate content needs, risks, timelines and tradeoffs to cross-functional partners
- Demonstrated ability to be a team player and drive results
- Previous experience managing a team with direct reports preferred but not required
- Ability to lead projects effectively and with minimal supervision and keen attention to detail
- Flexible schedule that can accommodate off hour/cadence site launches and technical issue triaging
- Bachelor's degree
- This role requires being onsite in the San Francisco office Monday through Thursday and Friday as optional in the office
Technical Competencies required: - Content management system experience required
- Experience with project/story management tools such as JIRA, Confluence, etc. required
- Experience with Adobe Analytics and/or Test & Target suite is a plus
Benefits - A generous discount on all WSI brands
- A 401(k) plan and other investment opportunities
- Paid vacations, holidays, and time off to volunteer
- Health benefits, dental and vision insurance, including same-sex domestic partner benefits
- Tax-free commuter benefits
- A wellness program that supports your physical, financial and emotional health
Continued Learning - In-person and online learning opportunities through WSI University
- Cross-brand and cross-function career opportunities
- Resources for self-development
- Advisor (Mentor) program
- Career development workshops, learning programs, and speaker series
The expected starting pay range for this position is $95,000 - $110,000. Applicable pay ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. In addition to competitive pay, compensation may include a variety of other components like benefits, paid time off, merit, and bonus opportunities.
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