Director, eCommerce Business Operations

General Nutrition Centers•Pittsburgh, PA

56d•Hybrid

About The Position

At GNC we embrace a "Live Well" philosophy, fostering a dynamic environment where innovation meets passion. Whether someone is an athlete or just starting to focus on their health, we want to deliver the cutting-edge products they deserve. We are looking for an individual who is excited and eager to play a pivotal role in driving excellence in the health and wellness industry. This position offers the opportunity to engage in a collaborative environment where you will make a personal impact every day. GNC is seeking a Director, eCommerce Business Operations to lead the business planning, execution, and optimization of our digital commerce ecosystem. This role will drive operational excellence across all digital platforms, ensuring that our eCommerce strategies align with company objectives and deliver exceptional customer experiences that drive revenue, profitability, and long-term loyalty. The ideal candidate is a data-driven, process-oriented leader with a strong understanding of digital retail operations, merchandising, fulfillment, and cross-functional collaboration between business, IT, marketing, and supply chain teams.

Requirements

8+ years of experience in eCommerce operations, digital merchandising, digital product, or related analytical/operational roles.
3+ years of people leadership experience.
Proven success managing cross-functional business operations within a retail or direct-to-consumer environment.
Strong understanding of eCommerce systems including CMS, PIM, OMS, ERP, and web analytics platforms.
Highly analytical with the ability to convert insights into operational plans.
Excellent communication skills and ability to work across both technical and business teams.
Strong group facilitation and team building skills.
Excellent written skills required for preparation of process documentation, deliverables, proposals, and statements of work.
Excellent verbal, interpersonal and presentation skills.

Responsibilities

Deliver E-Commerce P&L ensuring channel KPIs aligned to EBITDA goals.
Lead business planning (categories, merchandising mix, promotions) to align to sales targets.
Drive weekly and monthly business reviews with clear variance analysis and partner with teams to identify and prioritize actions.
Map and refine end-to-end eCommerce processes (product setup, content readiness, promotions, checkout flow, fulfillment, returns, etc.).
Serve as primary liaison across cross-functional teams to ensure timely and high-quality execution.
Identify process gaps and lead operational improvement initiatives; drive standardization and documentation.
Optimization recommendations: Partner with marketing, merchandising, and product teams to identify and prioritize actions that improve site performance or profitability.
Forecasting and planning: Collaborate with FP&A and Merchandising on demand or sales forecasting based on historical data, trends, and promotional calendars.
Oversee platform readiness, site operations monitoring, and resolution workflows for issues impacting customer experience (site errors, broken links, search & navigation, latency, etc.).
Partner with Product & Engineering teams to manage release calendars, UAT, and system enhancements.
Work closely with Customer Service and CX teams to address customer friction points, return patterns, and service needs.
Reporting: Build performance dashboards for leadership to enable quick, data-driven decisions.
Optimize product mix, pricing, and promotional strategy to balance growth and margin.
Partner with Merchandising on assortment and inventory alignment to digital demand.
Work with supply chain and finance to optimize fulfillment methods by category to improve customer experience and profitability
Ensure digital KPIs (traffic, conversion, AOV, repeat rate, CAC, and LTV) align to EBITDA goals.
Additional duties as assigned.