Director of Web Operations

Life is Good•Boston, MA

18h•Hybrid

About The Position

The Director of Web Operations ensures the Life is Good eCommerce platform is always on, always accurate, and always delivering for the customer. This role is the operational backbone of our digital business — owning platform reliability, vendor management, QA, and the day-to-day systems and processes that keep the site running at every layer. You will manage the ecosystem of third-party platforms, tools, and service providers that power our digital experience, holding partners accountable to SLAs and driving continuous improvement across integrations and operational standards. Working cross-functionally with Engineering, Marketing, Merchandising, IT, Customer Care, and Fulfillment, you ensure that every promotion, product launch, and site update is executed with precision. You ensure the eCommerce experience is consistently fast, accurate, and available through responsibility for all day-to-day web operations — site reliability, uptime, platform performance, and incident response. You own the full ecosystem of third-party vendors, platforms, and technology partners that power the site, managing contracts, SLAs, escalations, and ongoing performance expectations. You drive the on-time, fully QA’d execution of all site updates, product launches, promotions, and campaigns with a disciplined operational process. You minimize errors and protect the customer experience through establishing and enforcing quality assurance standards across product content, pricing, promotions, integrations, and site functionality. You proactively identify and resolve issues before they impact the business by monitoring site health, platform integrations, and system performance. You build, develop, lead, and mentor a team that performs well together, elevates our culture, and gets the right things done on time. You effectively manage the operational budget for web technology, balancing cost efficiency with platform reliability and capability needs. You ensure clean, on-time delivery of the operational workstream for new platform implementations, systems integrations, and technology migrations. You create consistency, reduce risk, and scale with the business through building and maintaining operational playbooks, governance processes, and standard operating procedures.

Requirements

10 years of experience in eCommerce website operations, platform management, or a related technical operations role.
Direct experience managing eCommerce platforms (e.g., Shopify Plus, Salesforce Commerce Cloud) and the broader ecosystem of integrated third-party tools, apps, and services that support a DTC operation.
Effectively managed a portfolio of external vendors and technology partners — including contract negotiation, SLA enforcement, and escalation management.
Highly effective project management experience, including running complex, cross-functional site initiatives — product launches, platform migrations, and integrations — on time and within budget.
Experience owning and managing a web operations budget, including vendor contracts, platform licensing, and technology spend.
Delivered measurable and consistent success in QA — building testing processes, catching errors before they go live, and establishing standards that hold in a fast-moving, frequently updated eCommerce environment.
Experience in site monitoring, performance tooling, and incident response — able to triage issues, coordinate resolution across teams, and communicate clearly under pressure.
Measurable success in translating technical concepts for non-technical stakeholders and business priorities for engineering and vendor partners.
Excellent organizing and process expertise, including documentation, systematizing, and building repeatable workflows rather than solving the same problems over and over.
Belief in the Life is Good mission and bringing that energy to your team and your work.
Leads from the front — a player-coach who rolls up your sleeves and develops the people around you.
Calm under pressure, clear in communication, and consistent in how you show up.
Gives and receives feedback directly and constructively.
Thrives in a fast-moving environment and can manage multiple priorities without losing the details.
Cares about building something — a team, a process, a culture — not just executing tasks.

Nice To Haves

Project plans, operational dashboards, and automation opportunities spark joy.

Responsibilities

Owns platform reliability, vendor management, QA, and the day-to-day systems and processes that keep the site running at every layer.
Manages the ecosystem of third-party platforms, tools, and service providers that power the digital experience.
Holds partners accountable to SLAs and drives continuous improvement across integrations and operational standards.
Ensures every promotion, product launch, and site update is executed with precision by working cross-functionally with Engineering, Marketing, Merchandising, IT, Customer Care, and Fulfillment.
Ensures the eCommerce experience is consistently fast, accurate, and available through responsibility for all day-to-day web operations — site reliability, uptime, platform performance, and incident response.
Owns the full ecosystem of third-party vendors, platforms, and technology partners that power the site, managing contracts, SLAs, escalations, and ongoing performance expectations.
Drives the on-time, fully QA’d execution of all site updates, product launches, promotions, and campaigns with a disciplined operational process.
Minimizes errors and protects the customer experience through establishing and enforcing quality assurance standards across product content, pricing, promotions, integrations, and site functionality.
Proactively identifies and resolves issues before they impact the business by monitoring site health, platform integrations, and system performance.
Builds, develops, leads, and mentors a team that performs well together, elevates our culture, and gets the right things done on time.
Effectively manages the operational budget for web technology, balancing cost efficiency with platform reliability and capability needs.
Ensures clean, on-time delivery of the operational workstream for new platform implementations, systems integrations, and technology migrations.
Creates consistency, reduces risk, and scales with the business through building and maintaining operational playbooks, governance processes, and standard operating procedures.