Manager, Website Merch - Pottery Barn

Williams-Sonoma•San Francisco, CA

2d•Onsite

About The Position

The Manager, Website Operations + Merchandising oversees the day-to-day operations of the website, ensuring initiatives are executed successfully according to established timelines and best practices. The role also drives merchandising strategies using site analytics to improve the customer experience. Working with cross-functional teams, this brand leader and customer advocate supports operational excellence and a superior online experience. The position reports directly to the Head of E-Commerce and is onsite in San Francisco four days per week. The role combines website operations, merchandising, project management, analytics, and customer experience. It involves building webpages and launching content; coordinating product launches, promotions, and site enhancements; testing and resolving website issues; reviewing product listings and site performance; and developing processes and data-driven improvements. The Manager also monitors industry practices, competitors, and emerging eCommerce trends to inform strategy and recommend improvements to content management systems, the site platform, and the front-end experience. The expected starting pay range is $100,000–$115,000. Actual pay depends on experience and other job-related factors permitted by law. Compensation may also include benefits, paid time off, merit, and bonus opportunities. The role is not eligible for relocation assistance, and the employer will not sponsor employment-based immigration.

Requirements

Bachelor’s degree required.
At least 5 years of experience in e-commerce, website operations, or web merchandising.
Strong affinity for the product and brand.
Project management skills and ability to manage multiple complex projects simultaneously.
Previous experience managing a team with direct reports.
Ability to adapt and respond urgently in a fast-paced, evolving environment.
Strong knowledge of web development, lifecycle, and processes.
Creative problem-solving and analytical skills.
Excellent communication skills, including the ability to explain complex concepts and interface with executive leadership and developers.
Ability to work as a team player and drive results.
Ability to lead projects effectively with minimal supervision and keen attention to detail.
Content management system experience required.
Experience with project/story management tools such as JIRA and Confluence required.
Proven analytical and business planning skills; ability to make timely decisions, anticipate problems, and provide creative solutions.
Well-organized and detail-oriented.
Strong written and verbal communication skills.
Strong quantitative skills.
Experience creating PowerPoint presentations.
Intermediate Excel skills, including working knowledge of pivot tables and V-lookups.

Nice To Haves

Experience with Adobe Analytics and/or the Test & Target suite.

Responsibilities

Develop and drive website strategies using web design principles, technical capabilities, consumer behavior, and operational processes to increase conversion, improve customer experience, and improve product assortment representation.
Build webpages and launch content for marketing, merchandising, and other needs.
Collaborate with IT, Creative, Marketing, Merchandising, and Development teams to execute site enhancements, product launches, and promotional campaigns.
Manage seasonal product and feature projects end to end.
Troubleshoot or escalate website issues and follow them through to resolution.
Review the site from a customer-first perspective, identify operational and customer experience problems, and suggest and deliver solutions.
Test, QA, and UAT site initiatives before launch; prioritize issues and validate fixes.
Represent brand requirements and priorities as a primary or secondary lead on IT governance roadmap projects.
Build and maintain relationships across brand channels, WSI brands, and shared services teams.
Accommodate off-hour or cadence-based site launches and technical issue triage with a flexible schedule.
Monitor and analyze website traffic, user behavior, and conversion metrics to identify improvements and implement data-driven optimizations.
Establish streamlined cross-functional processes for seasonal launches and ensure timely, accurate implementation.
Audit product listings and ensure product information, pricing, descriptions, and images are accurate and up to date.
Communicate deliverables clearly and consistently to cross-functional partners to foster collaboration and alignment.
Analyze weekly, monthly, and ad hoc reports to identify growth opportunities and inform channel strategy.
Support cross-functional projects and initiatives, contributing website merchandising and customer experience expertise.
Stay informed about industry best practices, competitor activity, emerging eCommerce and website merchandising trends, web best practices, and business goals; use relevant insights to recommend strategies and process or platform enhancements.

Benefits

Generous discount on all WSI brands.
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.
Wellness program supporting 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.
Merit and bonus opportunities may be included in compensation.