Manager, Website Support, Pottery Barn Kids

About the Role 

The Manager, e-Commerce Site Operations has oversight of the day-to-day operations of the website, ensuring that all site initiatives are successfully executed according to established timelines and best practices. This role will work with cross-functional teams to continuously drive operational excellence and a superior online experience. The position will serve as a brand leader and customer advocate. This position reports directly to the Sr Manager of e-Commerce Site Operations.

Responsibilities 

• Leverage understanding of web design principles, technical capabilities, consumer behavior, and operational processes to develop and drive website strategies to increase conversion, improve customer experience, and improve how the product assortment is represented.
• Manage the Pottery Barn Kids Site Operations team. From adminitstrative needs and training to overseeing workload, career development, and mentorship. 
• Collaborate with IT, Creative, Marketing, Merchandising, and Development teams to execute critical site enahncements product launches, and promotional campaigns.
• Work with cross-functionally with e-Commerce Director, Site Analytics, and IT resources to develop A/B testing strategies and infratstructure projects, goals, and timelines. Based on test results, drive forward action items to implement the winning experience, including any operational process changes as needed.
• End-to-end project management of seasonal product and feature launches – from strategy inception to execution. 
• Fully test/QA all site initiatives prior to launching to the website -- prioritizing any issues found to be fixed and subsequently validated.
• Execute personalization and geo-targeted campaigns on the website in coordination with cross-functional partners.
• Represent brand requirements and priorities while serving as primary or secondary lead on IT governance roadmap projects.
• Build and maintain strong relationships across all channels within the brand, other WSI brands, shared services teams, and 3rd party vendors.
• Troubleshoot and/or escalate website issues and see them through to resolution.
• Stay abreast of web best practices, competitive landscape, and overall business goals in order to recommend process improvements and/or enhancements for content management systems, site platform and front-end site experience.
• Flexible schedule that can accommodate off hour/cadence site launches and technical issue triaging.

Criteria

• Must have at least 5-7 years in an e-commerce/website operations/project management role
• Project management skills and ability to manage multiple complex projects simultaneously
• Previous experience managing a team with direct reports
• Strong knowledge of web development lifecycle and processes is a must
• Creative problem solving and analytical skills required
• Excellent communication skills are a must, including the ability to breakdown complex concepts, interface with executive leadership as well as developers
• Demonstrated ability to be a team player and drive results
• Ability to lead projects effectively and with minimal supervision and a keen attention to detail
• Ability to adapt and respond with a sense of urgency in a fast paced and evolving working environment
• At least a bachelor’s level degree required

Our Culture & Values 

We believe that taking care of our people is vital to our success and we strive to offer equitable and transparent practices for all. We prioritize connection, growth, and wellbeing. Our associates are encouraged to bring their authentic selves to work, so they can be their best and achieve their personal and professional goals.   We make inclusivity a cornerstone of our culture by welcoming associates with diverse cultures and backgrounds and celebrating them, together.  We nurture an open, inclusive environment for all. Our differences—whatever they may be—are valued, explored, and appreciated. Together, we’re creating a more just and inclusive company culture where the only criteria for advancement are: 

• The quality of our work
• The contributions we make to our teams and the business
• Our ability to lead and connect

We firmly believe that working in a culture focused on diversity, equity, and