Job Summary:

We are seeking a highly organized, detail-obsessed, and technically versatile Director of Digital Product Operations to anchor the technology roadmap, ecosystem architecture, process rigor, and execution cadence across our global digital storefronts. Reporting directly into the VP of eCommerce, you will serve as the master process owner for the ruggable.com shopping experience, its interconnected tooling, and the operational infrastructure supporting our global digital business.

Success in this role means establishing bulletproof digital product operations: bridging the gap between commercial strategy, merchandising, UX/UI design, marketing, and engineering delivery. You will manage a Technical Product Manager and divide-and-conquer sprint planning, while taking full accountability for our Shopify storefront ecosystem, including headless CMS workflows, merchandising platforms, and operational integrations. You are an exceptional cross-functional thought partner who thrives on bringing stakeholders along, setting explicit delivery milestones, and replacing fragmented processes with highly structured, predictable operations.

What You’ll Do:

Technical Delivery, Agile Execution & Engineering Alignment

• Strategic Intake & Prioritization Partnership: Serve as a key strategic advisor to the VP of eCommerce and Director of Development to establish and govern a centralized intake framework. Co-lead the prioritization of initiatives across commercial, marketing, UX/UI, and operational stakeholders—advising leadership on high-leverage trade-offs between business growth, SaaS enhancements, and technical debt against engineering capacity.
• Engineering Partnership: Partner daily with the Director of Storefront Engineering and dev pods to balance technical debt, sprint capacity, release cycles, and platform health against commercial feature delivery.
• Roadmap & Sprint Governance: Divide and conquer core agile ceremonies with your reporting Technical Product Manager. Author technical PRDs, drive experimentation frameworks, and lead sprint planning, kickoffs and reviews.
• Delivery Accountability: Project manages complex, cross-functional storefront initiatives by providing explicit timelines, milestones, dependencies, and delivery dates to executive leadership.
• Team Leadership & Mentorship: Manage, mentor, and provide operational guardrails for the Technical Product Management function, leveling up the team's ability to manage larger projects and integrations outside of standard sprint-to-sprint ticket writing.

Merchandising, UX/UI Design & Site Experience Alignment

• Design & UX Integration: Collaborate intimately with Experience Design (UX/UI) to translate user research, wireframes, and design concepts into technically feasible, performance-optimized site features.
• Merchandising Engine: Serve as the technical engine behind Digital Merchandising strategies—optimizing product discovery via Constructor, dynamic facet governance, PLP architecture, and complex promotional/bundling logic (Covers, Standard Pads, Cushioned Pads).

Content, Launch & Multi-Storefront Operations

• Content Strategy Support: Empower the Digital Content Strategy team with flexible Contentful (CMS) schemas and modular landing page components, enabling high-velocity publishing without developer bottlenecks.
• Product Drops & Launch Workflows: Establish smooth, error-free operational workflows for high-volume product launches, licensed collaboration drops, and promotional campaigns across PIM (Akeneo), CMS, and storefront channels.
• Global Localization & Inventory Sync: Own the operational reliability of multi-locale storefronts (US, CA, UK, FR, DE, AU), ensuring localized pricing, currency routing, international tax logic, and real-time inventory sync integrity between Shopify and back-office/ERP systems.

MarTech, Growth Marketing & Data Analytics Governance

• Retention & Growth Alignment: Partner with Retention and Growth Marketing to support lifecycle initiatives, ensuring airtight integrations with Klaviyo, Postscript, Yotpo, and affiliate tracking.
• Pixel & Script Governance: Act as the strict gatekeeper for marketing pixel and tracking script implementations (Meta, TikTok, Google via GTM/server-side tracking), balancing attribution needs with front-end site performance and data privacy rules (GDPR/CCPA).
• Analytics Instrumentation: Collaborate with the Reporting & Insights team to maintain event tracking taxonomies in Amplitude and data pipeline integrity in Sigma BI for accurate downstream attribution.

Site Health, CX Operations & Incident Triage

• Consumer Care Integration: Partner with Consumer Care (CX) leadership to manage integrations across Zendesk and Loop Returns, actively prioritizing post-checkout bug fixes and friction points in the customer journey.
• Performance Budgets & Uptime SLAs: Enforce strict site speed, Core Web Vitals, and checkout uptime guardrails, preventing code bloat or performance regression when deploying marketing scripts or running A/B tests.
• Incident Management & RCAs: Oversee severity incident triage (P1/P2 production bugs and site outages), managing the end-to-end lifecycle from initial cross-functional escalation through engineering triage, validation, deployment, and post-mortem Root Cause Analysis (RCA).
• Technical SEO Safeguards: Enforce technical SEO protocols (canonicalization rules, parameter handling, clean URL routing, and schema structure) to prevent dynamic filter combinations in Constructor from diluting domain authority or creating crawl budget issues.

Digital Product Ops, SaaS & Budget Ownership

• Tooling Stack Ownership: Take full control of the Shopify application ecosystem and interconnected platforms, acting as the primary owner for Contentful (headless CMS), Klaviyo, Postscript, Loop (returns), Zendesk, Constructor (search/merchandising), Akeneo (PIM), Amplitude (eventing), and Sigma (BI).
• Vendor & Budget Management: Direct accountability for managing the SaaS technology budget, contract renewals, seat licensing audits, vendor SLAs, and cost optimization across all 3rd-party vendors and microservices.
• The "Master Process Owner": Overhaul, rebuild, and maintain a highly organized, centralized documentation library in Confluence, replacing fragmented or abandoned resources with a single source of truth for the eCommerce and storefront teams.
• Product Ops & QA Protocols: Establish and enforce rigorous Business Analysis (BA) and Quality Assurance (QA) protocols. Drive meticulous Jira hygiene, bug triage workflows, and communications.

Role Success Metrics (KPIs)

• Sprint Predictability & Velocity: Consistent high-percentile delivery against planned sprint commitments and project milestones.
• Bug Resolution & Triage MTTR: Reduction in Mean Time to Resolution (MTTR) for storefront bugs and cross-functional P1/P2 escalations.
• Site Health & Web Vitals: Maintaining target Core Web Vitals scores and zero P1 incidents during critical commercial events.
• Documentation Coverage: Total overhaul, adoption, and active maintenance of the Confluence product and operations library.

What You’ll Need to Have:

Required

• Experience: 10+ years of experience spanning digital product operations, technical product management, or business systems analysis in a high-growth DTC e-commerce, digital retail, or CPG environment.
• Shopify & Ecosystem Expertise: Deep architectural command of the Shopify platform, API integrations, and hands-on experience managing 3rd-party microservices (e.g., Contentful, Akeneo, Constructor, Loop).
• Process & Documentation Mastery: "Type-A" obsession with efficiency, process mapping, and documentation. Power-user proficiency in standardizing project workflows, PRDs, and engineering ticket lifecycles in Jira and Confluence.
• Project Management Rigor: Proven ability to act as a rigorous project manager—translating complex business roadmaps into clear milestones, delivery dates, and cross-functional accountability.
• DTC Campaign & Launch Operations: Proven track record of managing technical launch readiness for high-traffic product drops, peak shopping periods (BFCM), and complex promotional logic.
• People Leadership: Experience managing, mentoring, and scaling technical PMs, analysts, or digital operations coordinators.
• Communication & Presence: Exceptional thought partnership and communication skills. Ability to over-communicate, bring stakeholders along, and translate technical tradeoffs into business impacts.

Preferred

• Process Methodologies: Background or certifications in formal process optimization, business process modeling, or project management (e.g., Lean Six Sigma, BPMN, PRINCE2, PMP).
• Data & Analytics Depth: Hands-on capability using product analytics platforms (Amplitude) and BI tools (Sigma) to validate implementations and interrogate event-level data.
• Experimentation & CRO: Strong familiarity with conversion rate optimization (CRO) principles, A/B testing frameworks, and managing client/server-side script performance impacts.

Compensation:

• $170,000 - $185,000 per year base salary
• An annual bonus percentage that varies based on level of role
• Employer matching (up to 3% of base salary) for company sponsored 401K plan