Job Description

About the Role

The Manager, e-Commerce Site Operations has oversight of the day-to-day operations of the website, ensuring that all site initiatives are successfully executed according to established timelines and best practices. This role will work with cross-functional teams to continuously drive operational excellence and a superior online experience. The position will serve as a brand leader and customer advocate. This position reports directly to the Director of e-Commerce Site Operations.

Responsibilities

• Leverage understanding of web design principles, technical capabilities, consumer behavior, and operational processes to develop and drive website strategies to increase conversion, improve customer experience, and improve how the product assortment is represented.
• Manage the Pottery Barn Kids Site Operations team. From administrative needs and training to overseeing workload, career development, and mentorship.
• Use a CMS to build webpages and launch content for marketing, merchandising, etc. as needed
• Collaborate with IT, Creative, Marketing, Merchandising, and Development teams to execute critical site enhancements, product launches, and promotional campaigns.
• Assist e-Commerce Director, Site Analytics, and IT resources to develop A/B testing strategies and infrastructure projects, goals, and timelines.
• End-to-end project management of seasonal product and feature.
• Troubleshoot and/or escalate website issues and see them through to resolution.
• Proactively review the site with a customer-first mindset, identifying operational and customer experience problems, while suggesting and delivering solutions.
• Fully test/QA/UAT all site initiatives prior to launching to the website -- prioritizing any issues found to be fixed and subsequently validated.
• Represent brand requirements and priorities while serving as primary or secondary lead on IT governance roadmap projects.
• Build and maintain strong relationships across all channels within the brand, other WSI brands, and shared services teams.
• Stay abreast of web best practices, competitive landscape, and overall business goals in order to recommend process improvements and/or enhancements for content management systems, site platform and front-end site experience.
• Flexible schedule that can accommodate off hour/cadence site launches and technical issue triaging.

Criteria

• Bachelor's degree required
• 3-5+ years in an e-commerce/website operations/project management role
• Project management skills and ability to manage multiple complex projects simultaneously
• Previous experience managing a team with direct reports
• Ability to adapt and respond with a sense of urgency in a fast paced and evolving working environment
• Strong knowledge of web development, lifecycle and processes is a must
• Creative problem solving and analytical skills required
• Excellent communication skills are a must, including the ability to break down complex concepts, interface with executive leadership as well as developers
• Demonstrated ability to be a team player and drive results
• Ability to lead projects effectively and with minimal supervision and keen attention to detail
• 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
• This role requires being onsite in the San Francisco office Monday through Thursday and Friday as optional in the office

People First

Putting People First means investing in overall well-being and opportunities to grow and advance within the organization. Depending on the position and location, here are a few highlights of what benefits may be available:

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

WSI will not now or in the future commence an immigration case or "sponsor" an individual for this position (for example, H-1B or other employment-based immigration).

This role is not eligible for relocation assistance.

The expected starting pay range for this position is $90,000-$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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