Sr. eCommerce Website & Systems Director

Job Description

We are seeking a highly experienced (7-10 years of managing e-commerce) and technically proficient Sr. eCommerce Website & Systems Manager to lead the performance, stability, and continuous evolution of our e-commerce platform and integrated systems.

This role is first and foremost responsible for maintaining, optimizing, and advancing our online store to ensure it delivers an exceptional customer experience, operates efficiently, integrates seamlessly with internal systems, and supports scalable company growth.

In addition to owning the e-commerce platform, this individual will provide leadership and oversight of our operational systems environment, manage and mentor an existing systems team member, and ensure continuity across all mission-critical workflows. This is a senior-level role designed to strengthen our technical infrastructure and build the foundation for a high-performing digital and systems team.

Website Management & Performance
• Own the day-to-day operations, performance, and reliability of the e-commerce platform.
• Monitor uptime, site speed, checkout functionality, and overall user experience.
• Implement A/B testing and UX optimization initiatives to improve conversion rates and customer satisfaction.
• Ensure mobile responsiveness and cross-browser compatibility across devices.
• Oversee platform updates, enhancements, and third-party app integrations.
• Maintain site stability during high-traffic periods and as the site grows

Conversion Optimization & Customer Experience
• Analyze conversion funnels and behavioral flows to identify improvement opportunities.
• Improve product discoverability, search functionality, filtering logic, and navigation structure.
• Partner with marketing to optimize landing pages and personalization efforts.
• Ensure usability aligns with modern B2B e-commerce best practices.

ERP & Platform Integration
• Assist with integration strategy between BigCommerce B2B Edition, Acumatica ERP, HubSpot, and connected systems.
• Provide recommendations for clean data architecture for product data, pricing tiers, customer groups, order statuses, and credit limits.
• Establish governance protocols for integration changes and system updates.
• Oversee testing and validation of data flows before production deployment.

Connected Systems Oversight
• Maintain oversight of integrations across HubSpot, MOM, ShipperHQ, HawkSearch, and related systems.
• Ensure secure and accurate data synchronization between systems.
• Troubleshoot integration issues in coordination with our agency partners, vendors, and stakeholders.

Product & Content Management
• Ensure product data, pricing, imagery, and metadata are accurate and optimized.
• Oversee bulk updates, imports, pricing logic, and visibility rules.
• Implement tagging and structured data best practices.
• Maintain compliance statements and website content including blogs, trade shows, and promotional materials.

SEO, Analytics & Compliance
• Oversee SEO execution and maintain technical SEO standards.
• Validate GA4 and tracking accuracy.
• Ensure compliance with ADA, GDPR, CCPA, and industry best practices.

Leadership & Team Management
• Directly manage and mentor the Operations Systems team member.
• Establish performance expectations and KPI tracking as necessary.
• Support documentation and workflow clarity.
• Build cross-training plans to eliminate single points of failure.
• Participate in hiring and building out the technical team as needs dictate.
• Serve as escalation point for system issues.

Operational Systems Oversight & Backup Coverage
• Maintain working knowledge of HubSpot, BigCommerce B2B, product data workflows, and order processing.
• Provide backup coverage for mission-critical hardware and software questions and workflows during absences or high-volume periods.
• Validate operational and sales reporting processes.
• Reduce risk through documentation and redundancy.

Technical Troubleshooting & Quality Assurance
• Identify and resolve platform bugs and integration errors.
• Conduct routine testing of checkout flows and customer account functionality.
• Coordinate escalated vendor support tickets.
• Validate system changes prior to release.

New Features, Innovation & Strategic Growth
• Oversee rollout of new features such as live chat, AI tools, and personalization engines.
• Lead major initiatives such as PIM implementation and platform upgrades.
• Evaluate emerging technologies to enhance customer experience and efficiency.
• Partner cross-functionally to support growth objectives.

Business Continuity & Risk Mitigation
• Identify operational risks tied to systems or personnel dependency.
• Design redundancy and cross-training frameworks.
• Ensure documented fallback processes for mission-critical workflows.
• Build resilient operational structures.

Qualifications
• Bachelor's degree in Computer Science, Marketing, Business, or related field (or equivalent experience).
• 7-10+ years managing a complex e-commerce platform.
• BigCommerce B2B experience preferred; comparable platforms considered.
• Experience in ERP-integrated environments (Acumatica preferred).
• Strong understanding of APIs and multi-platform data architecture.
• Working knowledge of HTML/CSS, GA4, and technical SEO.
• Experience managing or mentoring technical team members.
• Strong project management and communication skills.