Director, eCommerce Operations (Branded Promotional Merch) United States

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Director, eCommerce Operations (Branded Promotional Merch)

United States

Most companies claim to have the best people. We say to them, "Keep dreaming." Our people are second to none. They set us apart with their entrepreneurial spirit and ambition. They come to us from the likes of Amazon, Microsoft, Nordstrom, Starbucks and the sports world, bringing energy, bold ideas and a willingness to dive into the unfamiliar. It's our people that make BDA the top global Merchandise Agency to work for.

Location Requirement:

• This role follows a flexible onsite schedule and requires working onsite four (4) days per week, with one (1) remote day, at one of the following BDA office locations: Woodinville, WA, Atlanta, GA (ideal), Austin or Dallas, TX, Troy, MI, Indianapolis, IN
• To be considered, candidates must live within a reasonable commuting distance of one of these offices, as regular in-person collaboration is essential to this role.
  
  

Position Overview

The Director of Operations, Program Management is a senior leadership role responsible for driving operational excellence across multiple programs. This position oversees a team of managers and leads (3–8 direct reports, total team size 20–30 employees) and serves as a critical partner to cross-functional leaders to ensure streamlined processes, consistent execution, and adoption of best practices. Balancing both strategic leadership and hands-on execution, this role plays a key part in optimizing operational workflows, ensures on time product launches, and ongoing program execution and delivering business results.

This leader operates at the intersection of eCommerce, operations, and technology, translating business strategy into disciplined execution. They will own program governance, standardization, and performance management across a high-volume, fast-paced environment, ensuring consistent delivery against timelines, budgets, and client expectations.

A critical component of this role is strong communication and executive presence, the ability to clearly articulate operational strategy, influence cross-functional stakeholders, and confidently present insights, risks, and recommendations to senior leadership and clients.

The ideal candidate is both strategic and hands-on, someone who can build structure in ambiguity, drive accountability across cross-functional teams, and continuously improve how work gets done at scale.

Key Responsibilities

• Leadership & Team Development
• Lead, coach, and develop a high-performing team of program managers, supervisors, and operations leads.
• Establish clear roles, accountability frameworks, and performance expectations across all levels.
• Build bench strength and succession plans to support organizational growth.
• Foster a culture of ownership, urgency, and continuous improvement.
• Communicate priorities, performance expectations, and organizational changes with clarity and consistency.
• Program Execution & Delivery Excellence
• Own end-to-end execution of eCommerce programs, including product launches, site updates, and ongoing merchandising initiatives.
• Ensure programs are delivered on time, within scope, and aligned to client and business expectations.
• Implement standardized program management frameworks, tools, and best practices across all programs.
• Drive consistency in intake, scoping, execution, and delivery across all client accounts.
• Proactively communicate program status, risks, and mitigation plans to stakeholders and executive leadership.
• Process Optimization & SOP Governance
• Design, implement, and continuously improve scalable operational processes and SOPs.
• Identify inefficiencies and bottlenecks across workflows (order management, content deployment, site readiness, etc.) and implement solutions.
• Establish quality control standards and audit mechanisms to ensure execution accuracy.
• Lead initiatives to reduce cycle times and increase throughput without sacrificing quality.
• Ensure documentation is clear, actionable, and easily adopted across teams.
• Cross-Functional Alignment
• Partner closely with purchasing/planning, merchandising, creative, sales, and technology teams to ensure alignment on priorities and execution plans.
• Act as the operational bridge between strategy and execution, ensuring clarity of requirements and timelines.
• Improve communication flows, handoffs, and accountability across departments.
• Influence decision-making through clear, concise, and data-backed communication.
• Program Governance & Planning
• Own program governance structures, including intake processes, prioritization frameworks, and resource allocation.
• Oversee integrated calendars for product launches, site updates, and key milestones across all programs.
• Ensure capacity planning aligns with demand forecasts and business growth targets.
• Present program plans, tradeoffs, and resourcing needs to senior leadership for alignment and decision-making.
• Performance Management & KPI Reporting
• Define and track key operational KPIs (e.g., SLA adherence, cycle time, launch accuracy, backlog health, productivity).
• Build and deliver executive-level reporting with actionable insights and recommendations.
• Drive accountability across teams through data-driven performance management.
• Clearly communicate performance trends, risks, and opportunities to leadership in a concise and compelling manner.
• Financial & Resource Management
• Oversee program-level financials, including labor planning, cost management, and efficiency targets.
• Align resource allocation with program demand and business priorities.
• Identify opportunities to optimize cost structures while maintaining service levels.
• Present financial insights and tradeoffs to leadership to support informed decision-making.
• Change Management & Strategic Initiatives
• Lead large-scale operational initiatives, including new program launches, process transformations, and organizational changes.
• Drive adoption of new tools, processes, and ways of working across teams.
• Support company-wide strategic priorities and Wildly Important Goals (WIGs) through operational execution.
• Serve as a visible leader and communicator during periods of change, ensuring alignment and clarity at all levels.
• Technology & Systems Enablement
• Partner with Technology and Product teams to define and prioritize system enhancements and tool improvements.
• Drive adoption and optimization of eCommerce platforms, workflow tools, and reporting systems.
• Translate operational needs into scalable system requirements and automation opportunities.
• Communicate technical concepts and tradeoffs effectively to non-technical stakeholders.
  
  

Qualifications

• Bachelor’s degree in Business, Operations Management, or related field (MBA preferred).
• 10 years of experience in operations, program management, or eCommerce execution.
• 5 years of leadership experience managing managers and scaled teams.
• Proven experience leading high-volume eCommerce operations (product launches, merchandising, or digital content execution).
• Strong understanding of eCommerce ecosystems, including platforms, product lifecycle, and digital merchandising workflows.
• Demonstrated success in building and scaling operational processes in fast-paced, ambiguous environments.
• Exceptional program management and organizational skills with the ability to manage multiple complex initiatives simultaneously.
• Strong executive presence with experience presenting to and influencing senior leadership (VP/C-suite).
• Data-driven mindset with experience leveraging KPIs, dashboards, and reporting tools to drive decisions.
• Experience with project management and workflow tools (e.g., Smartsheet, Asana, Monday.com, Jira).
• Strong problem-solving skills with a bias for action and continuous improvement.
  
  

Reporting Structure

This role reports directly to the DVP of Operations.

Travel Requirements

10%

What Success Looks Like

First 90 Days

• Establish credibility and trust with cross-functional partners (Planning, Purchasing, Merchandising, Sales, Creative, Finance and Technology) through clear communication and partnership.
• Complete a comprehensive assessment of current programs, workflows, team structure, and operational gaps.
• Gain full visibility into active programs, key clients, and upcoming launch calendars.
• Identify immediate risks, inefficiencies, and quick-win opportunities; work with XF partners to begin implementing targeted improvements.
• Align team on priorities, roles, and performance expectations; stabilize execution where needed.
• Standardize core reporting and begin delivering consistent, concise updates to leadership on program health, KPIs, and risks.
• Build relationships with key clients/stakeholders and confidently represent operations in leadership discussions.
  
  

Within 6 Months

• Implement scalable program management frameworks, SOPs, and governance models across all eCommerce programs.
• Demonstrate measurable improvements in key KPIs (e.g., on-time launch, in stock rates, SLA adherence, quality/accuracy).
• Establish a predictable, well-communicated operating rhythm (intake, planning, execution, reporting).
• Drive stronger cross-functional alignment, reducing friction and improving speed-to-market for launches and updates.
• Partner with Technology to prioritize and implement system or tooling enhancements that increase efficiency and visibility.
• Build a high-performing leadership team with clear accountability, development plans, and succession readiness.
• Deliver clear, data-driven executive presentations that influence decision-making and reinforce operational credibility.
  
  

Within 12 Months

• Fully operationalize a scalable, efficient eCommerce program management model that supports business growth.
• Achieve sustained improvements in productivity, cost efficiency, and program delivery quality.
• Establish operations as a strategic partner to Sales, contributing to revenue growth and client satisfaction.
• Lead successful execution of large-scale initiatives (new client launches, platform expansions, or operational transformations).
• Create a culture of continuous improvement, accountability, and operational excellence across the organization.
• Be recognized as a trusted leader with strong executive presence, consistently influencing strategy and driving results at the leadership level.
  
  

We are pleased to share the base salary range for this position is $135,000 to $155,000. If you are hired at BDA, your compensation will be determined based on factors that may include geographic location, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any offer. In the spirit of pay transparency, the range listed is the full base salary range for the role and hiring at the top of the range would not be typical, in order to allow for future salary growth. The range listed is just one component of BDA’s total compensation and rewards programs, which includes: robust PTO; vacation, a paid volunteer day, holidays and summer Fridays, Benefits; medical, dental, vision, life, and AD&D insurance, 401k; tuition reimbursement, mental health and financial wellness programs and professional development opportunities including tuition reimbursement. Certain revenue-generating positions may be eligible for incentive compensation.

BDA is more than a workplace - it’s a family. For more than four decades we’ve promoted a vibrant and welcoming culture that not only accepts but demands you to be different. The quirky, the bold, the creative and the unique make up the foundation of a company that the most iconic brands in the world look to help tell their story through the power of merchandise.

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Must be 18 years or older to apply.

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