MANAGER, DIGITAL EXPERIENCE AND OPERATIONS

Company: SharkNinja
Location: Needham
Posted on: October 31, 2024

Job Description:

Our purpose is to positively impact people's lives every day in every home around the world! We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.

The Digital Experience and Operations Manager will be responsible for delivering seamless, personalized, and engaging digital experiences across all consumer touchpoints, while ensuring the efficiency of eCommerce operations. The Digital Experience and Operations Manager will manage website performance, digital content, and operational workflows that support product launches, promotions, and day-to-day online sales. The Digital Experience and Operations Manager will work closely with cross-functional teams, including marketing, IT, and customer service, to optimize both front-end and back-end processes.

Key Responsibilities:

• Digital Experience Management:

• Lead the design and execution of personalized, seamless digital customer experiences across websites, mobile apps, and other digital channels.
• Collaborate with UX/UI designers, content creators, and developers to enhance website navigation, product discovery, and the overall user experience.
• Ensure consistency in brand messaging, product information, and visual design across all digital platforms.
• Drive initiatives to optimize user journeys, reduce friction, and improve conversion rates, focusing on customer engagement and satisfaction.
• eCommerce Operations Management:
  • Oversee the day-to-day operations of digital sales platforms, ensuring efficient workflows, including order processing, fulfillment, and payment systems.
  • Work with supply chain and logistics teams to streamline order management and ensure timely product availability and delivery.
  • Coordinate with customer service to ensure smooth handling of online inquiries, returns, and customer support issues.
  • Implement and maintain eCommerce performance tracking systems to monitor key metrics such as sales, traffic, and cart abandonment rates.
  • Digital Content and Campaign Coordination:
    • Collaborate with marketing teams to ensure that digital content, including product pages, blogs, and promotional materials, is up-to-date and optimized for SEO.
    • Manage the digital content calendar and coordinate the execution of seasonal campaigns, product launches, and promotional activities.
    • Work with external agencies and internal teams to execute digital marketing strategies, including paid search, display ads, email campaigns, and social media promotions.
    • Data-Driven Optimization:
      • Utilize data and analytics tools (e.g., Google Analytics, Adobe Analytics) to track website performance, customer behavior, and engagement metrics.
      • Analyze data to identify opportunities for improvement in digital experience and operational efficiency.
      • Implement A/B testing, heat maps, and other analytical techniques to optimize user experience and increase conversion rates.
      • Cross-Functional Collaboration:
        • Collaborate with IT, marketing, product management, and customer service teams to ensure digital operations are aligned with business objectives and customer needs.
        • Coordinate with finance and legal teams to ensure compliance with industry regulations, data privacy laws (e.g., GDPR, CCPA), and security protocols.
        • Serve as the liaison between digital operations and internal stakeholders, ensuring smooth communication and project execution.
        • Platform Performance and Technology Optimization:
          • Ensure that the digital platforms (eCommerce, mobile apps, etc.) are reliable, secure, and scalable.
          • Work closely with IT teams to manage the integration of third-party solutions, such as payment gateways, analytics tools, and marketing automation platforms.
          • Oversee website and app maintenance, including bug fixes, performance monitoring, and troubleshooting issues as they arise.
          • Innovation and Continuous Improvement:
            • Stay informed about emerging trends and technologies in digital commerce, customer experience, and operations to ensure the company remains competitive.
            • Propose and implement innovative solutions that enhance the digital customer experience, including the adoption of new tools and platforms.
            • Lead initiatives that support the growth of digital commerce, such as mobile optimization, personalization engines, and AI-driven customer support.
            • Project Management:
              • Lead digital transformation and optimization projects, from planning and budgeting to execution and evaluation.
              • Manage timelines, resources, and deliverables to ensure projects are completed on time and within scope.
              • Oversee the selection and management of vendors, contractors, and external partners for digital projects. Qualifications:
                • Bachelor's degree in Marketing, Business, Information Systems, or a related field (Master's degree preferred).
                • 5+ years of experience in digital marketing, eCommerce operations, or digital product management, preferably in the consumer goods industry.
                • Strong understanding of eCommerce platforms (e.g., Shopify, Magento, Salesforce Commerce Cloud), website management, and digital content strategies.
                • Experience with data analytics tools such as Google Analytics, Adobe Analytics, or similar platforms.
                • Proven track record of managing and optimizing digital experiences and operations for a consumer goods company. Preferred Skills:
                  • Experience working with customer experience tools like Hotjar, Optimizely, or A/B testing platforms.
                  • Proficiency in project management tools such as Jira, Trello, or Asana.
                  • Knowledge of SEO best practices and experience optimizing digital content for search engines.
                  • Familiarity with CRM platforms and marketing automation tools (e.g., HubSpot, Marketo). Key Competencies:
                    • Strong project management and organizational skills, with the ability to manage multiple tasks and priorities simultaneously.
                    • Excellent communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders.
                    • Analytical mindset with strong problem-solving abilities, using data to drive decisions and improvements.
                    • Attention to detail and a customer-centric approach to digital experience design.
                    • Innovative thinker who can propose and implement creative solutions to enhance digital operations. At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja's innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
                      
                      YOUR ROLE in leading our SUCCESS DRIVERS & representing our UNIQUE MINDSET
                      • Lead us to be RARELY SATISFIED
                      • Make things better each day; PROGRESS OVER PERFECTION
                      • Use your knowledge of our consumer, understand that DETAILS MAKE THE DIFFERENCE
                      • Deliver something great; WINNING IS A TEAM SPORT
                      • Be clear and honest, COMMUNICATING FOR IMPACT
                        
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                        SharkNinja's Candidate Privacy Notice can be found here: https://www.sharkninja.com/candidate-privacy-notice/
                        
                        We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at accommodations@sharkninja.com

Keywords: SharkNinja, Quincy , MANAGER, DIGITAL EXPERIENCE AND OPERATIONS, Executive , Needham, Massachusetts