Sr. Program Manager, DTC Platform Performance

What You’ll Do

1. Own Platform Performance
   • Define and maintain the core metrics that reflect the health of the DTC platform, including conversion, engagement, retention, order quality, and customer satisfaction.
   • Ensure consistency in how performance is measured by aligning metric definitions, data sources, and reporting across teams.
   • Analyze performance trends, identify key drivers, and communicate risks and opportunities with clear business impact.
   • Evaluate performance across the end-to-end customer journey, identifying where platform or experience improvements can drive better outcomes.
2. Lead the Operating Rhythm
   • Own the Weekly Business Review (WBR) and related forums as the primary mechanism for reviewing DTC performance.
   • Structure discussions around insights, decisions, and actions to ensure meetings drive outcomes.
   • Provide clear visibility into performance trends, priorities, and tradeoffs for cross-functional teams and leadership.
   • Track actions and ensure follow-through to measurable results.
3. Lead Customer Insights
   • Define and evolve customer segmentation, identifying key cohorts, behaviors, and value drivers.
   • Synthesize behavioral data, customer feedback, and support signals into a clear view of the customer experience.
   • Identify and prioritize customer friction points and opportunities based on impact to performance.
4. Translate Insights into Direction
   • Turn performance and customer insights into clear, data-driven recommendations that inform product roadmap priorities, customer experience improvements, and operational focus areas.
   • Partner with Product, Engineering, Analytics, and Operations teams to ensure initiatives are tied to measurable outcomes.
   • Support planning and prioritization with structured analysis.
5. Drive Alignment
   • Create transparency into performance, dependencies, and tradeoffs across initiatives.
   • Support accountability through clear communication and consistent follow-up.

Minimum Qualifications

• 6+ years of experience in program management, business operations, or analytics-driven roles, with increasing scope and ownership
• Demonstrated experience owning business or performance metrics and operating cadences (e.g., WBRs, MBRs)
• Strong business judgment, with the ability to connect data to decisions and tradeoffs
• Experience communicating insights and recommendations to senior stakeholders, including structuring clear, data-driven narratives
• Strong analytical skills, including experience working with large datasets and using SQL and BI tools to explore and validate insights
• Experience working cross-functionally with Product, Engineering, Analytics, and Operations teams
• Ability to operate in ambiguous environments, define problems clearly, and structure data-driven approaches to solving them

Preferred Qualifications

• Experience in Direct-to-Consumer or digital commerce environments
• Experience with customer segmentation or lifecycle analysis
• Familiarity with experimentation and performance measurement frameworks
• Experience building or scaling business mechanisms such as performance reviews or reporting frameworks
• Experience influencing product or business decisions through data and structured analysis

Pay Range

$126,600 - $230,500 USD

Benefits and Programs

• Health & Wellness
• Time Off to Recharge
• Financial Well-being
• Life & Family Support
• Volunteer and Community Initiatives
• Learning & Development
• Exclusive Perks