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About the Role

NET-A-PORTER is seeking a Head of Site Operations & Delivery to oversee the operational health of their website and app, ensuring a stable and high-performing customer experience. This role involves leading incident management, partnering with various teams to translate business needs, governing change requests, and overseeing testing and release processes.

Responsibilities

• Own the operational health of the website and app, ensuring a stable, high-performing customer experience through effective production support and governance.
• Lead end-to-end incident, problem and defect management, coordinating cross-functional teams to resolve production issues, minimise customer impact and drive root cause improvements.
• Partner with Trading, User Journey, Customer, Analytics, Product and Technology teams to gather, challenge and translate business needs into clear user stories and functional requirements.
• Govern change requests, balancing commercial priorities, innovation, customer improvements and operational resilience while ensuring transparent prioritisation and stakeholder communication.
• Oversee testing, release planning and deployment processes, ensuring business readiness, quality assurance and successful delivery of new functionality.
• Define and measure the success of new features with Analytics, continuously optimising performance, operational processes and delivery frameworks.
• Lead, coach and develop the Site Operations team, driving operational excellence, accountability and continuous improvement while owning key operational KPIs including site stability, release quality and roadmap delivery.

Requirements

• Experienced in leading site operations, production support, release management or digital delivery within a complex ecommerce environment.
• A strong operational leader with a proven track record of managing high-performing teams and driving collaboration, accountability and customer focus.
• Confident working across Agile environments with a solid understanding of software development lifecycles, testing and change management.
• Skilled at translating business requirements into technical solutions while balancing competing priorities and making informed trade-off decisions.
• An excellent stakeholder manager, able to influence and collaborate effectively across Product, Technology and business teams.
• Highly analytical and data-driven, using insights to solve problems, measure success and continuously improve performance.
• Passionate about delivering reliable, scalable digital experiences with a focus on operational excellence and continuous optimisation.

Location

• London

Work Type

• Hybrid

Experience Level

• Mid-Senior level

Benefits

• A pension that both you and the company contribute too
• A portal with an array of discounts on things like theme park and cinema tickets
• Our famous staff discount along with exclusive staff sales
• Private healthcare for you and your family
• Flexible working

About the Company

• NET-A-PORTER is the leading luxury fashion destination for women. The first digital platform of its kind, NET-A-PORTER has revolutionised the way women shop, delivering fashion, fine jewelry & watches and lifestyle collections to the world’s most discerning women.
• Today, NET-A-PORTER continues to own discovery, inspiration, exceptional curation, customer experience and engaging storytelling. NET-A-PORTER creates exclusive, personalised experiences for its EIPs (Extremely Important People), with dedicated Personal Shoppers and invitation-only moments. PORTER, the editorial voice of NET-A-PORTER, entertains and inspires women through daily content, and tells the stories of incredible women across the globe.
• NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.

Equal Opportunity

• LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
• If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.