Manager, Commerce Operations

Fox•Los Angeles, CA

12h•Hybrid

About The Position

Within our Customer & Business Operations organization, we are seeking a Manager, Commerce Operations to own the end-to-end promotion lifecycle, operational strategy, and cross-functional triage for our digital consumer experience, with a secondary focus on quality assurance and health monitoring. Reporting to the Senior Program Manager, you will serve as the primary operational lead and strategic bridge between Commerce, Product, Engineering, and Customer Care, ensuring the operational integrity of the customer journey while proactively mitigating business risk. You will oversee promotion setup, lead operational triage for complex billing and subscription issues, and enable Customer Care through clear documentation and operational readiness. You will also drive quality assurance strategies that improve reliability across commerce experiences.

Requirements

Typically, 7+ years of experience in commerce operations, business operations, quality assurance, digital operations, or customer care operations.
Experience managing operational workflows supporting subscription, billing, payment, or digital commerce platforms.
Demonstrated success designing scalable operational processes that improve quality, reduce customer friction, and support business growth.
Experience leading quality assurance initiatives, including regression testing, launch readiness, and operational validation.
Strong knowledge of payment platforms such as Stripe or similar processors.
Experience using Salesforce or comparable CRM platforms to analyze customer data and operational trends.
Experience with Jira, Jira Product Discovery (JPD), or similar tools for requirements management, issue tracking, and operational documentation.
Strong analytical skills with the ability to interpret operational data, identify trends, and develop evidence-based recommendations.
Excellent cross-functional communication skills with experience influencing stakeholders across Product, Engineering, Customer Care, and Operations.
Proven ability to manage multiple initiatives in a fast-paced, highly collaborative environment.
Willingness to travel occasionally for offsite meetings and strategic planning sessions.
Regular, on-site attendance at the workplace a minimum of 3 days per week is an essential function of the position. Selected candidate must be able to reliably meet this requirement.

Nice To Haves

Experience supporting direct-to-consumer (DTC) streaming or subscription businesses.
Experience with commerce automation frameworks, AI-enabled operational workflows, or automated testing tools.
Familiarity with fraud prevention, promotional offer management, and subscription lifecycle optimization.
Experience improving customer support operations through process optimization and data-driven insights.
Background working with large-scale consumer digital products, media, entertainment, or streaming platforms.

Responsibilities

Own the end-to-end operational workflow for promotion setup, tracking, testing coordination, and launch execution across commerce platforms and customer touchpoints.
Lead cross-functional triage for billing, subscription access, refund, and payment-related issues while partnering with Product, Engineering, and Customer Care to drive timely resolution.
Develop operational documentation, FAQs, and agent enablement materials to ensure Customer Care is prepared for new promotions, product changes, and platform launches.
Identify, document, prioritize, and escalate checkout defects, promotional discrepancies, and high-impact operational risks.
Audit subscription lifecycle events, including renewals, upgrades, downgrades, payment retries, and cancellations to ensure pricing and business rules function as intended.
Partner with Payments and Fraud teams to monitor promotional eligibility, redemption logic, and abuse prevention controls.
Maintain deep knowledge of commerce systems, backend configurations, and customer-facing user journeys.
Lead end-to-end and multi-platform quality assurance strategies across checkout flows, pricing updates, promotional offers, and transactional communications.
Execute regression testing, smoke testing, and synthetic monitoring to identify issues before and after launches.
Build and maintain a centralized catalog of active and historical offers while validating business rules, pricing configurations, and technical dependencies against approved requirements.
Identify opportunities to improve operational efficiency through automation, testing tools, AI, and scalable quality processes.
Analyze payment and checkout trends by categorizing operational issues and surfacing systemic opportunities to Product and Engineering teams.
Audit knowledge base content, customer support scripts, and operational documentation to ensure accuracy and launch readiness.
Perform cross-system audits across platforms such as Stripe and Salesforce to identify discrepancies that impact the customer experience.