Temporary Director, eCommerce

Description

• Overseeing the key metrics around our end-to-end customer journey, along with continuous improvement in operational efficiency, defining a clear internal working pipeline delivering content seamlessly to our customers
• Leading key inventory management, tackling our biggest customer pain point of key outages, through new processes and tool improvements.
• Build and lead a high-performing eCommerce team, fostering a culture of collaboration, innovation, and continuous improvement.
• Modernizing our fraud and payment processes to allow for growth, better customer experience, while ensuring we stay within risk parameters.
• Prioritize pain points and collaborate with Business Development team to improve onboarding of new partners, new content, and charities as it relates to product needs, business impact, and customer benefits. 
• Prioritize urgent business issues that impact revenue and operational costs for the Engineering and Product teams to address
• Leverages analytics to build the benefits case for new projects, conducting market research, reviewing customer feedback channels, tracking customer funnels, and coordinating with Business Development.
• Support executive leadership in evaluating new projects with business impact, product analysis, process optimization, and operational improvements. 
• Provides input to UX design briefs and reviews for Humble customer-facing product experiences. 
• Oversee relationships with third-party vendors, platforms, and partners to drive efficiency and scale in our eCommerce operations.
• Stay current on eCommerce trends, tools, and technology developments, using this knowledge to ensure our platforms remain competitive and innovative.

• Education: Bachelor’s degree (MBA preferred)
• Experience: 8+ years of eCommerce experience, with a focus on digital content, subscription models, or digital products. (video games preferred)
• Leadership: Proven experience in leading and scaling eCommerce teams, with a demonstrated ability to develop and execute strategic plans.
• Analytical Skills: Strong proficiency in data analysis and experience with eCommerce analytics tools (e.g., Google Analytics, Tableau).
• Technical Acumen: Understanding of web technologies, payment platforms, and eCommerce infrastructure .
• Customer-Centric Mindset: Demonstrated ability to understand customer needs and translate them into actionable eCommerce strategies.
• Communication: Excellent written and verbal communication skills, with the ability to influence stakeholders across all levels of the organization.
• Availability: Ability to work in the Pacific Time Zone and on holidays/weekends if needed for major sales

• A passion for and above average knowledge of PC video games

• Work Schedule: 40 hours per week, M-F. This role is expected to be available on weekends and holidays, as needed, to oversee major sales launches of the operations team or major issues from our Customer Service team. 
• Travel Requirements: This role will be required to travel to Los Angeles a maximum of once per quarter to facilitate and participate in strategic planning workshops with Humble and IGN leadership teams. 
• Physical Requirements: There are no physical requirements for this role. 
• Work Model: For applicants who reside in or around Los Angeles, New York, or London, there may be a requirement to go into our offices 1-2 days per week. For others located in different areas around the world, this position will be remote.