Job DescriptionThe Senior Manager, Digital and Third-Party Delivery leads the strategy, execution, and scaling of Eataly's off-premise digital commerce and delivery operations. You will own the growth and operational health of our digital ordering platforms-including direct channels and 3rd-party marketplaces (DoorDash, Uber Eats, Instacart, etc.)-ensuring seamless customer experiences and maximum unit profitability across all store locations. This includes oversight of our Grocery Retail and Restaurant/QSR delivery programs. Acting as the connective tissue between E-Commerce, Technology, Marketing, Operations, and Store Teams, you will establish standard operating procedures, optimize platform performance, and expand our digital reach.
- Marketplace & Vendor Management: Own relationships, contract terms, commission structures, and service level agreements (SLAs) with 3rd-party delivery service providers (DSPs).
- Off-Premise Strategy & Growth: Drive digital sales volume, average order value (AOV), and conversion rates through marketplace merchandising, sponsored listings, and promotional campaigns.
- Fulfillment & Operations Excellence: Build and standardize in-store operational procedures for digital ordering, including picking, packing, product substitutions, handoffs, and driver wait-time reduction.
- Catalog & Digital Storefront Health: Oversee online catalog management, price integrity, real-time inventory availability, and product mapping across platforms.
- Cross-Functional Execution: Collaborate with Marketing, Tech/POS, Finance, and store teams to roll out platform enhancements, test new service models, and resolve operational bottlenecks.
- Performance & Data Analytics: Establish weekly and monthly KPI reporting routines tracking sales, order accuracy, missing item rates, cancellation rates, and customer satisfaction metrics to drive root-cause fixes.
- Change Management & Training: Develop training materials and field guidance to assist store managers and franchise/store teams with digital adoption and operational adherence.
Qualifications- Experience: 5+ years in digital commerce, off-premise strategy, product operations, or marketplace management within retail, QSR, or hospitality.
- Platform Expertise: Deep knowledge of 3rd-party aggregator ecosystems (DoorDash, Uber Eats, Instacart, Grubhub) and middleware integrations (e.g., Olo, Toast, Square, NCR Voyix).
- Operations Mindset: Hands-on understanding of retail store operations, order management systems (OMS), inventory workflows, and driver logistics.
- Data-Driven: Advanced analytical and financial acumen; proficient with Excel, SQL, or BI tools to turn data into business decisions.
- Leadership & Influence: Proven ability to manage cross-functional partners and field teams without direct authority in a multi-unit environment.
- Education: Bachelor's degree in Business, Supply Chain, Technology, Operations, or related field (or equivalent experience).
Job Requirements: - Ability to work in a hybrid office environment with regular store visits.
- Travel up to 15-20% to Eataly store locations and partner sites as needed.
Annual Salary Range: $125,000 - $135,000Additional InformationBenefits and Perks- Medical, Dental, Vision Insurance
- Paid Time Off
- Paid Parental Leave
- 401K with match or RRSP
- Bonus program
- Free family meal daily
- Discounts at Eataly
- Classes on products and Italian cuisine
- Referral bonus program
- and more!
