Sr. Manager, Digital & Operations

Job Summary

The Senior Manager, Digital Growth & Operations owns the strategy execution, planning, and operational excellence of our eCommerce business, driving profitable growth and a premium consumer experience. This role supports the VP of eCommerce, bringing strategic thinking and operational discipline to a complex, matrixed environment, translating commercial objectives into well‑executed digital strategies that deliver value quickly and scale globally.

Serving as a trusted partner and connector across the organization, the Senior Manager aligns priorities around market landscape, consumer, and performance insights. The role builds organizational confidence through clear communication, consistent follow‑through, proactive problem‑solving, and achieving program objectives.

As a people leader of internal and external partners, the Senior Manager sets a high bar for quality and accountability at every stage, creates space for teams to do their best work, and brings optimism and energy to day‑to‑day operations. Ultimately, this role is accountable for bringing acceleration strategies to life in ways that elevate our digital experience and drive consumer acquisition, retention, and long‑term business growth.

• Translate the digital acceleration vision into an actionable go‑to‑market strategy in partnership with the VP of eCommerce, leading the end‑to‑end consumer experience and feature planning that enables acquisition and expands share of wallet.
• Own the digital product and experience roadmap, ensuring strategic alignment across functions and regions, and that scope and rollout plans deliver value quickly and scale globally.
• Develop business cases for new features, using industry benchmarks, site performance data, and experimentation results to quantify specific growth opportunities.
• Stay current on emerging technologies, the Shopify ecosystem, and market trends, bringing informed recommendations to support digital investment strategy and build vs. buy decisions.
• Coach and support the Product Owner, providing strategic context and guidance to navigate complex challenges, and bring senior‑level perspective that sharpens their impact and accelerates their development.

• Establish and manage the operating model for how digital initiatives get from idea to impact, creating rhythms that are consistent, well‑run, and result in confident decisions, next steps, and leadership visibility.
• Lead vendor evaluations for new digital capabilities, running RFPs and requirement alignment through to contract execution and managing relationships and performance post‑selection.
• Establish planning cycle standards for stakeholder engagement, requirements and MVP definitions, aligned success measures, timeline commitments, and clean documentation.
• Define the prioritization framework that governs how requests are evaluated, scoped, and sequenced, fostering a deep active listening culture that ensures the team is solving the right problems, surfacing unstated requirements, and maintaining alignment with stakeholder objectives.
• Partner with stakeholders to hold joint accountability of project milestones and delivery against plan, proactively identifying and addressing issues that could derail working teams.
• Develop the measurement and communication framework for the digital program, creating executive‑ready updates on progress and performance, clearly outlining key decisions and actions, and leading robust hindsight reviews.

• Own site operational health, tracking order metrics (time‑to‑delivery, accuracy, CPO, returns), uptime and degradation signals, and external disruptors (weather events, carrier delays) to maintain optimal consumer experience and timely issue resolution.
• Establish operational playbooks (day‑to‑day, peak periods, drop launches) that enable teams to consistently and efficiently plan and execute smooth market activations.
• Operate and scale the RE.KEEN program, managing the platform relationship, monitoring performance, and partnering with internal stakeholders to evolve the recommerce strategy.
• Collaborate with Global…