About the Team
We are a small scrappy team that’s passionate about beautiful and sustainable product. We are responsible for delivering a superior site experience for the customer by using data and customer insights to deliver easy friction free, inspiring product discovery and helpful, intuitive, content-rich product pages.
About the Role
The Manager, Website Operations + Merchandising has oversight of the day-to-day operations of the website, ensuring that all site initiatives are successfully executed according to established timelines and best practices. You will also play a pivotal role in driving the merchandising strategies for our channel, utilizing site analytics to enhance the overall customer experience. This role will work with cross-functional teams to continuously drive operational excellence and a superior online experience. The position will serve as a brand leader and customer advocate. This position reports directly to the Head of E-Commerce.
This role is onsite in San Francisco 4x a week.
Responsibilities
- Leverage understanding of web design principles, technical capabilities, consumer behavior, and operational processes to develop and drive website strategies to increase conversion, improve customer experience, and improve how the product assortment is represented.
- Build webpages and launch content for marketing, merchandising, etc. as needed.
- Collaborate with IT, Creative, Marketing, Merchandising, and Development teams to execute critical site enhancements, product launches, and promotional campaigns.
- End-to-end project management of seasonal product and feature.
- Troubleshoot and/or escalate website issues and see them through to resolution.
- Proactively review the site with a customer-first mindset, identifying operational and customer experience problems, while suggesting and delivering solutions.
- Fully test/QA/UAT all site initiatives prior to launching to the website -- prioritizing any issues found to be fixed and subsequently validated.
- Represent brand requirements and priorities while serving as primary or secondary lead on IT governance roadmap projects.
- Build and maintain strong relationships across all channels within the brand, other WSI brands, and shared services teams.
- Flexible schedule that can accommodate off hour/cadence site launches and technical issue triaging.
- Monitor and analyze website traffic, user behavior, and conversion metrics to identify areas for improvement and implement data-driven optimizations.
- Establish streamlined processes in co-ordination with cross-functional teams to facilitate the execution of seasonal launches, ensuring timely and accurate implementation.
- Conduct regular audits of product listings and ensure accurate and up-to-date product information, including pricing, descriptions, and images.
- Maintain clear and consistent communication of deliverables to cross-functional partners, fostering collaboration and alignment across departments.
- Conduct regular analysis of weekly, monthly, and ad hoc reports to identify growth opportunities and inform strategic decisions for the channel.
- Support cross-functional projects and initiatives as needed, contributing expertise in website merchandising and customer experience.
- Stay informed about industry best practices, competitor activities, and emerging trends in eCommerce and website merchandising, incorporating relevant insights into strategy development.
- Stay abreast of web best practices, competitive landscape, and overall business goals in order to recommend process improvements and/or enhancements for content management systems, site platform and front-end site experience.
Criteria
- Bachelor’s degree required
- 5+ years in an e-commerce/website operations/web merchandising role
- Strong affinity for the product and brand
- Project management skills and ability to manage multiple complex projects simultaneously
- Previous experience managing a team with direct reports
- Ability to adapt and respond with a sense of urgency in a fast paced and evolving working environment
- Strong knowledge of web development, lifecycle and processes is a must
- Creative problem solving and analytical skills required
- Excellent communication skills are a must, including the ability to break down complex concepts, interface with executive leadership as well as developers
- Demonstrated ability to be a team player and drive results
- Ability to lead projects effectively and with minimal supervision and keen attention to detail
- Content management system experience required
- Experience with project/story management tools such as JIRA, Confluence, etc required
- Experience with Adobe Analytics and/or Test & Target suite is a plus
- Proven analytical and business planning skills.
- Able to make timely decisions, anticipate problems, and provide creative solutions.
- Well-organized and detail-oriented
- Excellent written and verbal communication skills
- Strong quantitative skills
- Experience creating PowerPoint presentations.
- Intermediate Excel skills (working knowledge with pivot tables and v-lookups
Our Culture & Values
We believe that taking care of our people is vital to our success, and we strive to offer equitable and transparent practices for all. We prioritize connection, growth, and wellbeing.
People First
Putting People First means investing in overall well-being and opportunities to grow and advance within the organization. Depending on the position and location, here are a few highlights of what benefits may be available:
Benefits
- A generous discount on all WSI brands
- A 401(k) plan and other investment opportunities
- Paid vacations, holidays, and time off to volunteer
- Health benefits, dental and vision insurance, including same-sex domestic partner benefits
- Tax-free commuter benefits
- A wellness program that supports your physical, financial and emotional health
Continued Learning
- In-person and online learning opportunities through WSI University
- Cross-brand and cross-function career opportunities
- Resources for self-development
- Advisor (Mentor) program
- Career development workshops, learning programs, and speaker series
WSI will not now or in the future commence an immigration case or "sponsor" an individual for this position (for example, H-1B or other employment-based immigration).
This role is not eligible for relocation assistance.
Williams-Sonoma, Inc. is an Equal Opportunity Employer. Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.
The expected starting pay range for this position is $100,000-$115,000. Applicable pay ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. In addition to competitive pay, compensation may include a variety of other components like benefits, paid time off, merit, and bonus opportunities.
