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Digital Operations Manager

Location: Charlotte, NC, United States
Job Family Range: 78200.00 - 143500.00
Requisition ID: 2981



Snap One is a leading manufacturer and exclusive source of control, A/V, surveillance, networking, power, and infrastructure equipment for residential and commercial professionals. With a vast catalogue of today’s most popular brands, Snap One is the premier choice for professional installers across the globe. We believe that life’s better when everything works together, and the same can be said about the collaborative work we do. Join our award-winning team in our continuous quest to deliver the most brilliant, personalized smart living and smart business experiences to people around the world.

The Manager of Digital Operations is accountable for optimizing and executing impactful digital experiences across our global ecosystem of e-commerce storefronts, business platforms, and brand microsites. These digital experiences are critical to Snap One's revenue generation. Reporting to the Sr. Digital Experience Manager, the Digital Operations group has core ownership of product catalog management and website content publishing within a full-service business web portal for our customers, who are professional technology integrators. The ideal candidate for this role would be a dynamic people leader, comfortable working cross-functionally, and can manage capacity planning, operational excellence, process improvement, and competing deadlines and priorities. To excel in this critical role, the candidate should be confident and assertive, and capable of leading the charge in elevating our digital presence. If you are ready to take on this challenge, we want to hear from you!

Specific Responsibilities

  • Responsible for mentoring, motivating, and monitoring the performance of the Digital Operations teamdriving quality, consistency, and clarity in all deliverables and experiences
  • Influence and collaborate cross-functionally with a wide variety of stakeholders at all levels of the company to establish priorities, determine tradeoffs, and manage risks for Digital Operations initiatives and deliverables
  • Drive operational excellence through identifying and leading improvements, innovation, and efficiency within the digital operations planning and execution processesensuring optimal delivery for both internal and external users
  • Serve as content management system (CMS) administratorchampion operational efficiencies gained through CMS adoption by the Digital Operations team and key internal stakeholders, recommend and implement changes to the CMS configuration and functionality to optimize performance and user experience, and train and support content creators on using the CMS effectively
  • When needed, drive solution selection and implementation in areas of ownership, gaining cross-functional buy-in
  • Manage the evolution of the digital publishing pipeline, including content management and data asset management strategies
  • Develop and enforce digital operations standards to meet the needs of our diverse product categories, customer channels, and marketing program needs
  • Partner with other functions to drive alignment across digital/omnichannel touchpoints in conjunction with core company objectives
  • Leverage digital insight and analytic tools such as session replay [BH1]technology to identify friction points and enhancement opportunities to improve consumer engagement, satisfaction, and conversion rates
  • Enforce established Digital Operations KPIs and SLAs
  • Maintain awareness of industry trends, technologies, and best practices to implement relevant strategies to increase revenue and profitability

Required Qualifications:

  • Bachelors degree and 5+ years of experience in an ecommerce or digital environment or 7+ years of experience in an ecommerce or digital environment
  • Experience directly managing a team in a matrixed organization
  • Hands-on experience with enterprise content management systems (e.g., HCL DX, Magento, etc.)
  • Ability to manage multiple projects and competing priorities

Preferred Qualifications:

  • B2B experience preferred
  • Familiarity with the CEDIA, Automation, IT Datacomm, Security, Commercial Integration, or Consumer Electronics industries
  • Experience with HCL Commerce, Google Analytics, FullStory, Dynamic Yield, Jira, and Wrike

[BH1]Suggest rewording to something to the effect of "Leverage digital insights and analytics tools such as session replay technology) to broaden this a bit

Snap One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.