Director, eCommerce Business Operations

Company Description

As the global leader in health and wellness innovation since 1935, GNC motivates people to reach their goals with the most trusted and exciting selection of products in the industry.

As #TeamGNC, we work hard to ensure that our consumers come first. We are always cultivating and collaborating on new ideas to bring innovative solutions to the forefront and testing new solutions to translate goals into action. Our team members are advocates for change and innovation.

There is no greater gift than good health and no greater satisfaction than helping others to achieve it. Be a part of helping others to Live Well

About GNC

Since 1935, GNC has been a global leader in health and wellness innovation, inspiring people to achieve their goals with a trusted and dynamic range of products. As #TeamGNC, we prioritize our consumers, constantly collaborating and developing new ideas to deliver cutting-edge solutions. Our team is passionate about driving change and turning aspirations into actions. We believe that good health is the greatest gift, and there's nothing more rewarding than helping others achieve it. Join us in empowering others to Live Well

What We're Looking For:

At GNC we embrace a "Live Well" philosophy, fostering a dynamic environment where innovation meets passion. Whether someone is an athlete or just starting to focus on their health, we want to deliver the cutting-edge products they deserve. We are looking for an individual who is excited and eager to play a pivotal role in driving excellence in the health and wellness industry. This position offers the opportunity to engage in a collaborative environment where you will make a personal impact every day.

GNC is seeking a Director, eCommerce Business Operations to lead the business planning, execution, and optimization of our digital commerce ecosystem. This role will drive operational excellence across all digital platforms, ensuring that our eCommerce strategies align with company objectives and deliver exceptional customer experiences that drive revenue, profitability, and long-term loyalty.

The ideal candidate is a data-driven, process-oriented leader with a strong understanding of digital retail operations, merchandising, fulfillment, and cross-functional collaboration between business, IT, marketing, and supply chain teams.

What You'll Do:

This is a Full-Time Salary Position

The Director, eCommerce Business Operations is responsible for driving operational excellence, process optimization, and cross-functional alignment across the eCommerce business. This role serves as the strategic connector between Digital Operations, Merchandising, Marketing, Supply Chain, Customer Service, and IT to ensure the online business runs efficiently and achieves revenue and customer experience goals. The Director will lead business planning, performance reporting, platform operations, and continuous process improvement across the end-to-end eCommerce ecosystem.

• Deliver E-Commerce P&L ensuring channel KPIs aligned to EBITDA goals.
• Lead business planning (categories, merchandising mix, promotions) to align to sales targets.
• Drive weekly and monthly business reviews with clear variance analysis and partner with teams to identify and prioritize actions.
• Map and refine end-to-end eCommerce processes (product setup, content readiness, promotions, checkout flow, fulfillment, returns, etc.).
• Serve as primary liaison across cross-functional teams to ensure timely and high-quality execution.
• Identify process gaps and lead operational improvement initiatives; drive standardization and documentation.
• Optimization recommendations: Partner with marketing, merchandising, and product teams to identify and prioritize actions that improve site performance or profitability.
• Forecasting and planning: Collaborate with FP&A and Merchandising on demand or sales forecasting based on historical data, trends, and promotional calendars.
• Oversee platform readiness, site operations monitoring, and resolution workflows for issues impacting customer experience (site errors, broken links, search & navigation, latency, etc.).
• Partner with Product & Engineering teams to manage release calendars, UAT, and system enhancements.
• Work closely with Customer Service and CX teams to address customer friction points, return patterns, and service needs.
• Reporting: Build performance dashboards for leadership to enable quick, data-driven decisions.
• Optimize product mix, pricing, and promotional strategy to balance growth and margin.
• Partner with Merchandising on assortment and inventory alignment to digital demand.
• Work with supply chain and finance to optimize fulfillment methods by category to improve customer experience and profitability
• Ensure digital KPIs (traffic, conversion, AOV, repeat rate, CAC, and LTV) align to EBITDA goals.
• Additional duties as assigned.

Environmental Factors & Working Schedule:

• Hybrid work environment, 4 days in-person attendance (Pittsburgh, PA) in addition to ability to work remotely.
• Regularly required to stand; walk; sit; use hands or fingers to handle or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.
• Specific vision abilities required by this job include long periods of computer screen usage, close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

• The noise level in the work environment is usually low/moderate

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

QUALIFICATIONS:

• 8+ years of experience in eCommerce operations, digital merchandising, digital product, or related analytical/operational roles.
• 3+ years of people leadership experience.
• Proven success managing cross-functional business operations within a retail or direct-to-consumer environment.
• Strong understanding of eCommerce systems including CMS, PIM, OMS, ERP, and web analytics platforms.
• Highly analytical with the ability to convert insights into operational plans.
• Excellent communication skills and ability to work across both technical and business teams.
• Strong group facilitation and team building skills.
• Excellent written skills required for preparation of process documentation, deliverables, proposals, and statements of work.
• Excellent verbal, interpersonal and presentation skills.

Benefits Offerings

Benefit Offerings: Medical, Dental, Vision, STD, LTD, Paid Company Life Insurance, 401K program with company match, 30% employee merchandise discount on GNC products & 20% employee discount on 3rd party products, Monthly Free Product Offers, and access to the Employee Assistance Program.

Compensation Benefits