Director, eCommerce Business Operations

About GNC

Since 1935, GNC has been a global leader in health and wellness innovation, inspiring people to achieve their goals with a trusted and dynamic range of products. As #TeamGNC, we prioritize our consumers, constantly collaborating and developing new ideas to deliver cutting-edge solutions. Our team is passionate about driving change and turning aspirations into actions. We believe that good health is the greatest gift, and there's nothing more rewarding than helping others achieve it. Join us in empowering others to Live Well!

What We’re Looking For:

At GNC we embrace a “Live Well” philosophy, fostering a dynamic environment where innovation meets passion.  Whether someone is an athlete or just starting to focus on their health, we want to deliver the cutting-edge products they deserve. We are looking for an individual who is excited and eager to play a pivotal role in driving excellence in the health and wellness industry. This position offers the opportunity to engage in a collaborative environment where you will make a personal impact every day. 

GNC is seeking a Director, eCommerce Business Operations to lead the business planning, execution, and optimization of our digital commerce ecosystem. This role will drive operational excellence across all digital platforms, ensuring that our eCommerce strategies align with company objectives and deliver exceptional customer experiences that drive revenue, profitability, and long-term loyalty.

The ideal candidate is a data-driven, process-oriented leader with a strong understanding of digital retail operations, merchandising, fulfillment, and cross-functional collaboration between business, IT, marketing, and supply chain teams.

What You’ll Do:

This is a Full-Time Salary Position

The Director, eCommerce Business Operations is responsible for driving operational excellence, process optimization, and cross-functional alignment across the eCommerce business. This role serves as the strategic connector between Digital Operations, Merchandising, Marketing, Supply Chain, Customer Service, and IT to ensure the online business runs efficiently and achieves revenue and customer experience goals. The Director will lead business planning, performance reporting, platform operations, and continuous process improvement across the end-to-end eCommerce ecosystem.

• Deliver E-Commerce P&L ensuring channel KPIs aligned to EBITDA goals.
• Lead business planning (categories, merchandising mix, promotions) to align to sales targets.
• Drive weekly and monthly business reviews with clear variance analysis and partner with teams to identify and prioritize actions.
• Map and refine end-to-end eCommerce processes (product setup, content readiness, promotions, checkout flow, fulfillment, returns, etc.).
• Serve as primary liaison across cross-functional teams to ensure timely and high-quality execution.
• Identify process gaps and lead operational improvement initiatives; drive standardization and documentation.
• Optimization recommendations: Partner with marketing, merchandising, and product teams to identify and prioritize actions that improve site performance or profitability.
• Forecasting and planning: Collaborate with FP&A and Merchandising on demand or sales forecasting based on historical data, trends, and promotional calendars.
• Oversee platform readiness, site operations monitoring, and resolution workflows for issues impacting customer experience (site errors, broken links, search & navigation, latency, etc.).
• Partner with Product & Engineering teams to manage release calendars, UAT, and system enhancements.
• Work closely with Customer Service and CX teams to address customer friction points, return patterns, and service needs.
• Reporting: Build performance dashboards for leadership to enable quick, data-driven decisions.
• Optimize product mix, pricing, and promotional strategy to balance growth and margin.
• Partner with Merchandising on assortment and inventory alignment to digital demand.
• Work with supply chain and finance to optimize fulfillment methods by category to improve customer experience and profitability
• Ensure digital KPIs (traffic, conversion, AOV, repeat rate, CAC, and LTV) align to EBITDA goals.
• Additional duties as assigned. 

Environmental Factors & Working Schedule:

• Hybrid work environment, 4 days in-person attendance (Pittsburgh, PA) in addition to ability to work remotely.
• Regularly required to stand; walk; sit; use hands or fingers to handle or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amou