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Director - E-Commerce Site Operations
Abercrombie & Fitch
Columbus, OH, United States
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The E-Commerce / Direct-To-Consumer team at Abercrombie and Fitch is the driving force behind our digital experiences. Each team plays a crucial role in evolving the user experience when shopping our brands online. There are many branches of the E-Commerce tree, ranging from product management and web analytics all the way to digital design and UX/UI. These teams work in tandem with one another to ensure a seamless and influential customer experience at all touch points before new site releases on both mobile and desktop. As our digital component of business grows, we are consistently looking to improve our omni-channel strategy for the customer.
The Director of Site Operations will lead the team responsible for Abercrombie & Fitch’s web and mobile content across all sites, brands and platform as well as user acceptance testing for all sites, brands and platforms, capital project delivery and ongoing operations. This senior leader will work hand-in-hand with the digital marketing, technology, merchandising support, and customer service teams to plan major and minor site releases. They will work closely with IT partners responsible for QA, Development and Web Engineering teams to ensure the optimal operations of the sites including tooling for site replay and monitoring. This position requires strong business leadership, communication skills, and technology knowledge coupled with an eye for finding optimization opportunities to improve content and UAT practices. They will be accountable for improved site stability through prioritization of defects, enhancements, releases and monitoring.
What Will You Be Doing?
• Leads the team responsible for executing the web content & User Acceptance testing across all sites, brands and platforms
• Works with the IT team to resolve issues, communicate changes, deliver bi-weekly releases and the capital project portfolio
• Is the business advocate for the development and management of the operation tools (content management systems, defect resolution software, error detecting software
• Delivers bi-weekly sprint releases and measure the number of JIRAs delivered, issues created in production and the number of project defects resolved
• Minimizes total unplanned downtime due to systems issues not found in testing
• Works with outside vendor community for escalation, 3rd party performance and selection of tools supporting site / UAT development
• Minimizes revenue lost due to promotional mistakes or delays in content execution
• Delivers process improvements that reduce the speed to market for enhancements, content changes and defect resolution
• Communicates to the rest of the business team system issues, project statuses, future releases and upcoming site maintenance
• Fosters an achievement-oriented, accountable environment aligned with the hallmarks of the 'A&F Culture and Values'
• Develops and mentors staff through on-boarding, training and development opportunities and performance management processes
• Grows management talent within the organization
What Do You Need to Bring?
• Bachelor’s degree required
• 8+ Years of E-Commerce and/or IT Operations Experience
• Help to deliver the DTC top line revenue goals
• Ability to manage and measure the content activity through the "Content Volume Tracker"
• Highly motivated/self-starter with a sense of ownership, a willingness to learn, and a strong desire to succeed
• Positive attitude and the ability to change direction with little notice
• At least 5 years of experience directly managing people, including hiring, developing, motivating, and directing people as they work
• Willing to travel up to 10% of the time for business purposes (domestic / International)