What You’ll Do

The Senior Director of Digital Ops will oversee the execution of licensee onboarding, customer service, and day-to-day go-to-market activities for key initiatives, launches, and feature development as it relates to digital experiences in Authentic’s internally operated portfolio of brands. You will champion cross-functional communication between internal teams, third parties, licensees, and potential partners. You are resourceful and assertive, expanding your knowledge and depth in digital properties, while continuously exploring new business initiatives. You will be a project management subject matter expert, building realistic timelines & action plans that incorporate constraints, dependencies, and key milestones. Your experience and leadership will drive teams to consensus, help increase project and product delivery velocity, and maximize output from internal and external teams and stakeholders.

What you’ll be working on

• Own the strategic planning, development and coordination of all on-site/app and outbound marketing activities in partnership with marketing, design, and merchandising.
• Ensure ongoing alignment of email, ad, product, and promotional calendars, negotiating placements and priorities among licensees. Brief in required assets and flips across all channels and platforms, ensuring timely review, signoff, and deployment of campaigns.
• Plan, coordinate, drive completion of seasonal planning summits (pre-season) and seasonal business review meetings (post-season), collaborating with Digital colleagues to gather all necessary inputs.
• Oversee new and ongoing site and feature development across a growing portfolio of internally operated digital properties, partnering closely with product and tech teams on sprint planning and delivery.
• Oversee setup of promos, markdowns, site content updates, app updates, etc., troubleshooting issues related to setups and escalating when necessary.
• Liaise with ecom, commercial, and legal leads (internal and external) to ensure timely negotiation and sign-off on contracts for technology partners, through to integration and go-live.
• Create and manage customer experience processes and liaise with licensees to align on best practices, KPIs, and SLAs for email, phone, chat, faq / help center, contact forms, etc.
• Identify and troubleshoot order and product inventory issues and risks across licensees and internally operated sites. Proactively manage communication across stakeholders from issue identification to resolution.
• Cultivate and maintain strong relationships with business stakeholders, manage project stakeholders’ expectations, and build trust within and across various functions.
• Lead complex projects and programs from idea to implementation by providing strategic direction and thought leadership to stakeholders, leveraging resources, and driving risk mitigation strategies.
• Develop onboarding playbook to quickly and easily enable new licensees for selling on internally operated sites, partnering closely with counterparts to communicate and execute the strategy and requirements for sales success.
• Identify and deliver innovative ways to meet the complex and challenging needs of internally operated digital businesses; act as a problem-solver while optimizing current processes via automation techniques.
• Review, analyze & optimize efficiency of planning, documentation, and execution processes to reduce friction and time-to-market, be it for new product drops or net-new licensee or vendor launches.
• Drive new operational excellence and logistical efficiency initiatives for owned and licensed ecommerce businesses.

Must Haves:

• 8 years of experience in consulting or project management, with a passion for consumer brands.
• Stellar attention to detail & organization skills.
• Strong project management capabilities with ability to thrive and lead in both project-based & ongoing operational, collaborative team environments.
• Excellent communication skills, both verbal and written.
• Familiarity with Shopify ecommerce & Monday platforms preferred.

Primary Location Salary Range: $140,000 - $160,000