Director of e-Commerce

Job Title: Director of E-Commerce Operations
Location: Atlanta, GA (this is a hybrid role with 1-2 days/week in our offices)
Reports To: VP E-Commerce
Employment Type: Full-Time

Position Summary:

We are looking for a strategic and results-oriented Director of E-Commerce Operations to support the execution and optimization of our digital storefront. This leader will serve as the bridge between technology, operations, site merchandising, marketing, and business performance—owning the day-to-day operations of our e-commerce platform with a relentless focus on improving conversion, engagement, and customer satisfaction.

Key Responsibilities:

E-Commerce Strategy & Operations

• Support development and execution of the e-commerce operations strategy to achieve revenue, profitability, operational efficiency, and customer satisfaction goals.
• Oversee end-to-end operations, including site functionality, order fulfillment, inventory management, and customer service.
• Drive omnichannel integration, ensuring seamless customer interactions across all digital touchpoints.
• Monitor site performance and operational KPIs, leveraging data insights to optimize processes and drive growth

Digital Merchandising Management

• Lead online product assortment strategy, optimizing mix, pricing, and placement for profitability and customer appeal.

• Enhance site content, categorization, and search functionality to improve the customer journey.
• Own and improve product detail page (PDP) strategy, including rich content, reviews, visual assets, and financing callouts.

Performance & CRO

• Use analytics and behavioral insights to identify opportunities to improve site conversion rates and enhance profitability.
• Track and report on KPIs such as conversion rate, bounce rate, engagement metrics, funnel progression, and digital application drop-offs.
• Partner product teams to prioritize and implement optimizations that reduce friction in the shopping and application funnel.

Leadership and Collaboration

• Partner with technology, marketing, supply chain, and store operations teams to align on goals and ensure seamless execution of enterprise priorities.
•  Stay ahead of e-commerce trends and technology to maintain a competitive edge, providing recommendations and analysis related to overall operational improvement.
• Ensure e-commerce platforms (e.g., CMS, PIM, search engine, personalization tools) are optimized for usability, speed, and scale.

Qualifications:

• Bachelor’s degree; MBA a plus.
• 8–12+ years experience with at least 5 years in digital commerce-related roles
• Proven success managing site operations or digital merchandising in a large retail environment.
• Deep understanding of user experience principles, digital merchandising strategy, and conversion rate optimization (CRO).
• Deeply collaborative and empathetic leadership style; strong analytical mindset and ability to turn data into actionable insights.
• Additional preferred skills:
• Familiarity with flexible purchasing models like rent-to-own
• Experience with Commerce Cloud, Adobe, GA4, etc preferred.
• Experience managing onsite search, product recommendation tools, and A/B testing platforms.
• Background in high-SKU count environments with localized inventory and delivery variations.