Program Manager, E-commerce Operations

Every month at Book of the Month, hundreds of cross‑functional tasks come together to deliver a great experience for our members, from book selection and production, to site and app ops, to inventory and fulfillment, to member experience and communications. The Program Manager, E‑commerce Operations is the connective layer that holds it all together and keeps everything moving smoothly. In this role, you’ll execute and continuously improve our cycle operations playbook, drive cross‑functional visibility through project‑management tools, and act as the central source of truth for the information our teams need to operate as one cohesive unit. At any given moment, one cycle will be live while up to three future cycles are in development behind it. Your job is to make sure nothing is slipping across all cycles and all groups. You’ll also be the voice of the customer in our internal operations for the active cycle. From the moment a member clicks to their book ships from our warehouse, you’ll monitor the journey, surface issues early, and partner with the right teams to resolve them before they become problems our members feel. What You’ll Do Cycle Operations Management Own the cycle operations checklist end to end. Execute it flawlessly each month while continuously identifying opportunities to simplify, improve, and automate. Run multiple cycles in parallel. Keep the live cycle on track while simultaneously moving up to three future cycles forward through their respective stages of preparation. Use project‑management software to provide cross‑functional visibility and a robust methodology for tracking this highly coordinated effort. Every team (editorial, marketing, merchandising, fulfillment, tech) should have a clear view of what’s happening, what’s next, and what needs their attention. Serve as the communications hub for the cycle. Ensure that every cross‑functional team has the information they need, when they need it, to make good decisions and operate as one team. Order Management Act on behalf of the customer. Monitor every order from click to ship, proactively identifying issues and driving them to resolution with the right internal teams. Establish clear visibility into order health and flag emerging trends or systemic issues before they affect members at scale. Be the voice of the customer across the organization. Communicate member needs, order status, and issue resolution clearly to every team that touches the experience, so the whole company stays aligned on what our members need from us. Dig into issues hands‑on when needed, pulling data, checking systems, and helping unblock the team rather than just routing the problem along. About you 3-5+ years of project or program management experience, ideally in a fast‑moving operational, e‑commerce, or software environment. Exceptional communicator, both written and verbal. Possibly one of the most organized people you know. You approach organization from a systems perspective. Comfortable owning multiple parallel workstreams without losing track of the details on any of them. Fluent with project‑management tools (Asana, ClickUp, Jira, Smartsheet, or similar) and a thoughtful architect of solutions, not just a user of whatever exists. Some technical chops are a real plus. A bit of SQL goes a long way for hands‑on issue resolution and pulling your own answers. A genuine bias toward action. When something’s off, you don’t wait for a meeting, you go figure it out. Salary Range: $80,000 - $150,000 #J-18808-Ljbffr Book of the Month