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About the Role

The Manager, Website Operations + Merchandising oversees daily website operations, ensuring successful execution of site initiatives. This role drives merchandising strategies using site analytics to enhance customer experience and collaborates with cross-functional teams to achieve operational excellence. The position serves as a brand leader and customer advocate, reporting to the Head of E-Commerce.

Responsibilities

Leverage understanding of web design principles, technical capabilities, consumer behavior, and operational processes to develop and drive website strategies to increase conversion, improve customer experience, and improve how the product assortment is represented.
Build webpages and launch content for marketing, merchandising, etc. as needed.
Collaborate with IT, Creative, Marketing, Merchandising, and Development teams to execute critical site enhancements, product launches, and promotional campaigns.
End-to-end project management of seasonal product and feature.
Troubleshoot and/or escalate website issues and see them through to resolution.
Proactively review the site with a customer-first mindset, identifying operational and customer experience problems, while suggesting and delivering solutions.
Fully test/QA/UAT all site initiatives prior to launching to the website -- prioritizing any issues found to be fixed and subsequently validated.
Represent brand requirements and priorities while serving as primary or secondary lead on IT governance roadmap projects.
Build and maintain strong relationships across all channels within the brand, other WSI brands, and shared services teams.
Flexible schedule that can accommodate off hour/cadence site launches and technical issue triaging.
Monitor and analyze website traffic, user behavior, and conversion metrics to identify areas for improvement and implement data-driven optimizations.
Establish streamlined processes in co-ordination with cross-functional teams to facilitate the execution of seasonal launches, ensuring timely and accurate implementation.
Conduct regular audits of product listings and ensure accurate and up-to-date product information, including pricing, descriptions, and images.
Maintain clear and consistent communication of deliverables to cross-functional partners, fostering collaboration and alignment across departments.
Conduct regular analysis of weekly, monthly, and ad hoc reports to identify growth opportunities and inform strategic decisions for the channel.
Support cross-functional projects and initiatives as needed, contributing expertise in website merchandising and customer experience.
Stay informed about industry best practices, competitor activities, and emerging trends in eCommerce and website merchandising, incorporating relevant insights into strategy development.
Stay abreast of web best practices, competitive landscape, and overall business goals in order to recommend process improvements and/or enhancements for content management systems, site platform and front-end site experience.

Requirements

Bachelor’s degree required
5+ years in an e-commerce/website operations/web merchandising role
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 with a sense of urgency in a fast paced and evolving working environment
Strong knowledge of web development, lifecycle and processes is a must
Creative problem solving and analytical skills required
Excellent communication skills are a must, including the ability to break down complex concepts, interface with executive leadership as well as developers
Demonstrated ability to be a team player and drive results
Ability to lead projects effectively and with minimal supervision and keen attention to detail
Content management system experience required
Experience with project/story management tools such as JIRA, Confluence, etc required
Experience with Adobe Analytics and/or Test & Target suite is a plus
Proven analytical and business planning skills.
Able to make timely decisions, anticipate problems, and provide creative solutions.
Well-organized and detail-oriented
Excellent written and verbal communication skills
Strong quantitative skills
Experience creating PowerPoint presentations.
Intermediate Excel skills (working knowledge with pivot tables and v-lookups)

Skills

Web design principles
Technical capabilities
Consumer behavior
Operational processes
Website strategies
Conversion optimization
Customer experience enhancement
Product assortment representation
Webpage building
Content launching
Cross-functional collaboration
IT collaboration
Creative collaboration
Marketing collaboration
Merchandising collaboration
Development team collaboration
Site enhancements
Product launches
Promotional campaigns
Project management
Troubleshooting
Issue resolution
Customer-first mindset
Problem identification
Solution delivery
Testing
Quality Assurance (QA)
User Acceptance Testing (UAT)
Brand requirements representation
IT governance roadmap projects
Relationship building
Communication
Website traffic analysis
User behavior analysis
Conversion metrics analysis
Data-driven optimization
Process streamlining
Seasonal launch execution
Product listing audits
Product information accuracy
Pricing accuracy
Description accuracy
Image accuracy
Deliverable communication
Strategic decision making
Cross-functional project support
Industry best practices awareness
Competitor activity monitoring
Emerging eCommerce trends
Website merchandising strategy
Web best practices
Competitive landscape analysis
Business goals alignment
Process improvement recommendations
Content management systems (CMS)
Site platform enhancement
Front-end site experience improvement
Project/story management tools (JIRA, Confluence)
Adobe Analytics
Test & Target suite
Analytical skills
Business planning skills
Decision making
Problem anticipation
Creative solutions
Attention to detail
Quantitative skills
PowerPoint presentations
Excel skills (pivot tables, v-lookups)

Location

San Francisco

Work Type

Onsite

Experience Level

5+ years in an e-commerce/website operations/web merchandising role
Previous experience managing a team with direct reports

Education Level

Bachelor’s degree required

Salary/Compensations

$100,000-$115,000

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

About the Company

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States.
Our family of brands are Williams Sonoma, Williams Sonoma Home, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, Rejuvenation, West Elm, Mark & Graham, Outward, and GreenRow.
These brands are among the best known and most respected in the industry.
We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces.
We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago.
What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate.
Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.

Equal Opportunity

Williams-Sonoma, Inc. is an Equal Opportunity Employer.
Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.