Staff, Technology Operations – Customer Experience, Discovery & Growth

Position Summary

What you'll do...

Key Responsibilities

• Lead strategic initiatives to improve the end-to-end customer experience across digital channels.
• Drive optimization of homepage experiences, navigation, content placement, and customer engagement strategies.
• Partner with Product and Engineering teams to enhance customer journeys across browse, search, discovery, cart, and checkout experiences.
• Identify friction points and implement solutions that improve customer satisfaction and conversion performance.
• Develop strategies that improve product discovery, relevance, and customer engagement.
• Analyze customer behavior, funnel performance, and conversion metrics to identify opportunities for growth.
• Lead experimentation and A/B testing initiatives focused on improving conversion rates and customer engagement.
• Drive initiatives that simplify and improve the ordering experience.
• Monitor key customer funnel metrics and develop action plans to address performance gaps.
• Improve operational processes supporting seamless customer transactions and fulfillment experiences.
• Partner with Marketing and Growth teams to drive customer acquisition and engagement strategies.
• Support initiatives that increase site traffic through digital marketing channels, strategic campaigns, and promotional programs.
• Develop frameworks to measure traffic quality, customer engagement, and conversion outcomes.
• Collaborate with teams to maximize the effectiveness of acquisition investments.
• Lead cross-functional programs supporting promotional events, seasonal campaigns, and category growth initiatives.
• Optimize merchandising placements and promotional strategies to maximize customer engagement and sales performance.
• Partner with category and merchandising teams to improve visibility of strategic products and campaigns.
• Develop operational frameworks that enable scalable and repeatable promotional execution.
• Partner with advertising, marketing, and merchandising organizations to optimize:
• Banner advertising performance
• Homepage placements
• Sponsored content
• Promotional placements
• Category and search placements
• Drive initiatives that balance monetization opportunities with customer experience objectives.
• Establish measurement frameworks to evaluate advertising effectiveness, engagement, and conversion impact.
• Lead large-scale, complex programs spanning Product, Engineering, Marketing, Merchandising, Operations, and Analytics teams.
• Develop business cases, strategic roadmaps, operational plans, and executive updates.
• Manage program governance, dependencies, risks, and stakeholder communications.
• Drive operational excellence through scalable processes, automation, and continuous improvement.
• Leverage customer, traffic, conversion, and merchandising data to drive strategic decision-making.
• Develop dashboards and reporting frameworks to monitor business performance.
• Translate insights into actionable recommendations that improve customer outcomes and business results.
• Define KPIs and success metrics aligned with growth, customer experience, and operational objectives.

Required Qualifications

• Bachelor’s degree in Business, Technology, Engineering, Marketing, Analytics, or related field.
• 8+ years of experience in ecommerce, digital commerce, technology operations, product operations, customer experience, merchandising strategy, growth, or related fields.
• Experience leading large-scale cross-functional initiatives involving technology and business stakeholders.
• Strong understanding of:
  • Ecommerce customer journeys
  • Homepage optimization
  • Product discovery and search
  • Conversion funnel management
  • Digital merchandising
  • Customer acquisition strategies
• Experience working with digital marketing channels including SEM, display advertising, promotional campaigns, and on-site merchandising.
• Strong analytical and problem-solving skills with the ability to translate insights into business outcomes.
• Excellent stakeholder management and executive communication skills.

Preferred Qualifications

• Experience in large-scale ecommerce, marketplace, or omnichannel retail environments.
• Experience supporting homepage, search, recommendations, personalization, or growth product teams.
• Knowledge of digital advertising ecosystems, sponsored placements, and retail media platforms.
• Experience with experimentation platforms and A/B testing methodologies.
• Familiarity with analytics tools such as Tableau, Looker, Adobe Analytics, Google Analytics, or similar platforms.
• MBA or advanced degree preferred.

Additional Compensation

Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include: Stock

Minimum Qualifications

• Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 4 years’ experience in project management, program management, program operations, or related area.
• Option 2: 6 years’ experience in project management, program management, program operations, or related area.

Preferred Qualifications

• Experience in large-scale ecommerce, marketplace, or omnichannel retail environments.
• Experience supporting homepage, search, recommendations, personalization, or growth product teams.
• Knowledge of digital advertising ecosystems, sponsored placements, and retail media platforms.
• Experience with experimentation platforms and A/B testing methodologies.
• Familiarity with analytics tools such as Tableau, Looker, Adobe Analytics, Google Analytics, or similar platforms.
• MBA or advanced degree preferred.