Senior Manager, DTC Site Experience – Operations

This is a fully remote position, open to applicants in Arizona, +28 more states.

📋 Description

• Take charge of the daily customer experience across homepages, landing pages, navigation, collection pages, product detail pages, cart, and checkout processes.

• Convert approved branding, assortment, pricing, and promotional strategies into impactful onsite experiences.

• Oversee product setup, merchandising, offers, pricing, inventory messaging, promotional placements, and readiness for launches.

• Create and manage a prioritized roadmap for conversion-rate optimization.

• Use behavioral data, funnel analysis, customer feedback, support contacts, reviews, and competitive insights to identify friction points and opportunities.

• Design and implement A/B and multivariate tests, assess outcomes, document findings, and scale successful experiences.

• Act as the business owner and primary administrator for the ecommerce platform and associated site tools.

• Track site health, checkout performance, integrations, and issues affecting customers.

• Facilitate the resolution of defects and incidents, keeping stakeholders informed with updates.

• Support the DTC Director in demand forecasting for the Bullymake and Dinovite DTC businesses.

• Provide forecasting inputs based on site performance, promotional strategies, product launches, subscription trends, conversion assumptions, and customer behaviors.

• Monitor performance against forecasts and identify risks, opportunities, inventory limitations, and demand shifts.

• Manage the everyday business relationship with the DTC customer service team.

• Ensure the customer service team is well-prepared for product launches, promotions, pricing updates, and other customer-related events.

⛳️ Requirements

• Bachelor’s degree in Marketing, Advertising, Communication, Business, or a related discipline.

• Over 8 years of progressive experience in DTC ecommerce, site experience, digital merchandising, ecommerce operations, or conversion optimization.

• Proven ownership of a significant consumer ecommerce storefront.

• Strong knowledge of onsite merchandising, product detail pages, promotional execution, cart and checkout experiences, and mobile commerce.

• Experience in establishing and managing a structured experimentation and CRO program.

• Proficient hands-on experience with a major ecommerce platform, particularly Shopify and its supporting technology ecosystem.

• Familiarity with CMS, analytics, testing, personalization, product information, subscription, payment, and customer experience tools such as VWO, Recharge, Order Groove, GA4, and Klaviyo.

• Background in contributing to ecommerce forecasts, demand plans, promotional forecasts, or commercial planning.

• Experience managing developers, agencies, or other external technology partners.

• Experience in pet care, consumables, subscription commerce, wellness, or another category involving repeat purchases is highly preferred.

• Ability to communicate effectively in English, both verbally and in writing.

• Must reside in one of the approved states: Arkansas, Arizona, California, Colorado, Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Massachusetts, Maryland, Minnesota, Missouri, North Carolina, Nebraska, New Mexico, Nevada, New Jersey, New York, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, or Washington.

🏝️ Benefits

• Excellent work/life balance with paid time off, holidays, and more.

• Comprehensive medical, dental, and vision coverage, along with an employee assistance program.

• 401k plan with company matching.

• Casual work environment that emphasizes teamwork.

• Paid parental leave.

• Opportunity to enroll in voluntary pet insurance.

• Access to a free 24/7 veterinary tele-help line.

• Limited travel, approximately 1-2 times per year.

• Remote work options available in approved states.