Manager, Product Operations - West Elm

Williams-Sonoma, Inc.•New York, NY

29d•$100,000 - $110,000•Onsite

About The Position

This role leads the team responsible for end-to-end SKU setup, item data integrity, and cross-functional workflow execution that powers seamless omnichannel product launches for West Elm brand. The manager ensures exceptional operational execution, oversees process governance, and drives continuous optimization of our merchandising systems. They will guide, coach, and elevate their team while partnering closely with Merchandising, Planning, Product Development, Tech, and eCommerce teams to ensure items are accurately set up, available, and able to move seamlessly through the supply chain.

Requirements

6+ years of experience in eCommerce, Supply Chain, Planning, Merchandising, or other retail operations roles.
At least 2 years of people management experience with a strong track record of coaching and developing talent.
Strong proficiency with merchandising systems, data governance, and SKU/PIP processes.
Advanced analytical skills with experience in Excel, Qlik Sense, Airtable, and large data sets.
Excellent communication skills; able to distill information clearly, influence partners, and ensure alignment across teams.
Strong operational mindset with proven ability to deliver results, streamline processes, and lead through change.
Demonstrated ownership mentality, attention to detail, and ability to balance urgent operational needs with long-term strategy.
This role requires being onsite in the Dumbo Brooklyn office

Responsibilities

Lead, coach, and develop a team of Item Operations associates, providing clear prioritization, structured onboarding, regular training, and ongoing feedback to support strong performance and autonomy.
Oversee accurate and timely SKU creation, maintenance, and item data governance across all core systems (MCP, RMS, MDM, PIM, Airtable, etc.).
Ensure flawless seasonal launch execution by validating item readiness, troubleshooting errors, and enforcing process adherence to reduce customer friction.
Manage and optimize data integrity through SKU setup audits, data scrubs, logic improvements, and proactive root-cause analysis.
Act as a primary liaison for SKU creation and maintenance with Merchandising, Planning, Product Development, Tech, Production, Site Ops, Customer Service, and Drop Ship partners to communicate priorities, align on timelines, and resolve issues quickly.
Drive process improvement and automation by identifying workflow gaps, building new audit logic, improving SKU roll-up and bundle setup, and championing system adoption and standardization.
Lead PIM implementation for West Elm brand by representing business needs, shaping system requirements, and influencing future business processes that improve item creation, data governance, and operational scalability.
Ensure complete, accurate, customer-facing product data, including descriptions, flags, attributes, pricing, costing, fulfillment details, and delivery information, to build customer confidence and reduce returns.
Support all selling channels by enabling accurate data setup, streamlined timelines, and consistent cross-functional visibility.
Monitor, escalate, and resolve customer callouts in partnership with Customer Service and cross-functional teams, implementing long-term solutions to prevent repeat issues.

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
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