Director, E-Commerce Operations

Creative Goods Merchandise LLC • New York, NY

22h • $85,000 - $95,000 • Onsite

About The Position

The Director, Ecommerce Operations owns CREATIVE GOODS’ ecommerce vertical and manages internal teams, deadlines, and deliverables in line with client and business needs. The role works with internal teams, clients, agencies, and developers to create a seamless customer experience and increase engagement across digital channels. It combines strategic development with hands-on operational execution and reports to the Managing Director. The position is based in the company’s NYC Garment District office.

The Director oversees product catalog management across agency-operated sites and territories; website development and compliance in partnership with the ecommerce strategic agency OneLive; customer experience operations, including the Zendesk CRM; and initiatives to grow online sales. The role also oversees the Senior Manager, Marketing and partners on customer growth initiatives through digital advertising, social media, and email marketing.

Requirements

• 3–4 years of experience in product catalog management, ecommerce project management, or a similar role at an agency or in-house.
• A 2- or 4-year college degree, or equivalent work experience.
• Excellent verbal and written communication skills.
• Organized, collaborative team player with a positive attitude.
• Hands-on experience managing a large product catalog and running product launches.
• Ability to use metrics to inform strategy.
• Knowledge of effective and efficient ways to engage consumers on social media.
• Self-starter who is comfortable working hands-on without a large team or established playbook.

Nice To Haves

• Deep working knowledge of Shopify and NetSuite.
• Basic understanding of website development or coding.

Responsibilities

• Manage the complete online product catalog across agency-operated sites and territories, including product data, descriptions, images, pricing, categories, and inventory synchronization with fulfillment and retail outlets.
• Set and enforce consistent standards for accurate, discoverable product content.
• Maintain catalog quality by retiring discontinued items, correcting errors, and improving search and navigation.
• Coordinate with purchasing, logistics, marketing, and client services on product and site launches.
• Develop and operate a repeatable launch process for internal teams.
• Manage pre-orders with purchasing and fulfillment teams and ensure clear customer messaging.
• Work with ecommerce strategic partner OneLive to keep websites operational and compliant.
• Own relationships with the third-party logistics fulfillment center and OneLive to improve the online experience.
• Review shipping costs and metrics across territories and optimize agency costs.
• Implement and oversee the in-house Zendesk CRM platform.
• Manage the in-house Customer Experience Associate and third-party partners in international territories to deliver customer satisfaction across channels.
• Review and implement internal and external policies and procedures with the Customer Experience Associate to improve efficiency and customer experience.
• Report on CRM metrics and initiatives.
• Develop and own the plan to grow ecommerce revenue across territories in line with agreed year-over-year goals.
• Track and report on key ecommerce metrics.
• Identify and test improvements to the customer experience, prioritizing omnichannel experiences when possible.
• Oversee the Senior Manager, Marketing and partner on customer growth initiatives through paid and organic digital advertising, social media, and email marketing.

Benefits

• Medical, dental, and vision care coverage.
• Core life, accidental death and dismemberment, and disability coverage.
• Eligibility to enroll in the 401(k) retirement account after one year of service in any position for full-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree