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.

• Convert approved brand, assortment, pricing, and promotional strategies into compelling 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.

• Recognize friction points and opportunities using behavioral data, funnel analysis, customer feedback, support inquiries, reviews, and competitive insights.

• Formulate and execute A/B and multivariate tests, assess results, document insights, and expand successful experiences.

• Act as the business owner and primary administrator for the ecommerce platform and its supporting tools.

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

• Coordinate the resolution of defects and incidents, providing updates to stakeholders.

• Support the DTC Director with demand forecasting for the Bullymake and Dinovite DTC brands.

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

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

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

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

⛳️ Requirements

• Bachelor's degree in Marketing, Advertising, Communication, Business, or a related field.

• 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, as well as mobile commerce.

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

• Hands-on proficiency with a major ecommerce platform, preferably Shopify and its associated 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 projections, or commercial planning.

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

• Preference for candidates with experience in pet care, consumables, subscription commerce, wellness, or similar repeat-purchase categories.

• Proficient in English communication, both verbal and written.

• 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 PTO, paid holidays, and more.

• Medical, dental, vision, and an employee assistance program.

• 401k with company matching.

• Casual work environment focusing on teamwork.

• Paid parental leave.

• Option to enroll in voluntary pet insurance.

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

• Limited travel required, only 1-2 times per year.

• Remote work arrangement available in approved states.