Manager, Site Experience & Operations

About the role

We're excited to hire a Manager, Site Experience & Operations to help shape how customers discover, shop, and engage with Brooklinen online. This role sits at the center of our Digital Commerce organization and is responsible for translating business priorities into a high-performing onsite experience that balances brand storytelling, customer experience, and commercial results. You'll partner closely with Ecommerce, Merchandising, Marketing, Creative, Product, and Analytics to ensure customers can easily find what they're looking for while continuously improving site performance. This is not a traditional site merchandising role. In addition to owning key aspects of site experience, discovery, and onsite operations, you'll help build the reporting, processes, and operational rigor that enable the broader team to make smarter decisions and execute more effectively. From product launches and promotional moments to navigation, search, and merchandising strategy, you'll play a critical role in shaping how Brooklinen comes to life online.

Responsibilities

• Site Experience & Discovery Strategy
• Influence and lead end-to-end execution of the site experience strategy, inclusive of navigation, taxonomy, landing pages, and curated collections - delivering a cohesive, conversion-oriented customer journey across mobile and desktop
• Manage and continuously optimize discovery and smart merchandising tactics, including sort logic, search relevance, and guided selling experiences, partnering with Analytics to evaluate performance and apply learnings
• Partner with Marketing, Creative, and Planning to translate brand priorities, campaigns, and assortment strategy into high-impact site placements
• Identify opportunities to use existing site real estate more effectively and propose new ways to drive discovery, engagement, and AOV
• Analytics & Performance Reporting
• Maintain core site performance reporting - conversion, AOV, site search, and content engagement - within a framework defined by the Director of Digital Commerce
• Provide ongoing, day-to-day coaching to the Site Content and Site Merchandising Senior Associates on interpreting performance data and translating it into actionable recommendations
• Partner with the broader Analytics function to evaluate test results and surface insights that inform site strategy
• Operational Excellence & Playbooks
• Maintain and reinforce best practices of the Brooklinen site operating manual, defining standards for product launches, promotional periods, and the "perfect" PDP and PLP
• Identify and implement workflow improvements across the team with guidance from the Director of Digital Commerce that ensure consistency, quality, and efficiency across all site updates throughout the year
• Team Development & Mentorship
• Provide day-to-day mentorship and coaching to the Senior Associates for Site Content and Site Merchandising within their respective domains to build and expand strategic, analytical, and cross-functional capability over time
• Vendor & Tool Management
• Support and maintain primary relationships with site-tooling vendors (e.g., Dynamic Yield, search/SEO tools, UGC tools), serving as the main point of contact for performance reviews and day-to-day troubleshooting
• Site Health & QA
• Own a codified, cross-functional QA process spanning content and merchandising workstreams, ensuring every launch and promotion is bug-free and aligned with the brand
• Partner with the Digital Product team to ensure new site features and functionality launch flawlessly and meet business requirements
• Ensure content and merchandising updates align with site architecture and do not introduce visual or functional issues
• We're Looking For
• 3+ years of experience in ecommerce, with meaningful ownership of site experience, merchandising, or discovery strategy (navigation, taxonomy, curated collections, search/sort)
• Hands-on experience with Shopify or Shopify Plus
• Demonstrated experience maintaining and interpreting ecommerce analytics and reporting (conversion, AOV, site search, onsite testing), and coaching others through it
• A background spanning both content/experience and merchandising/pricing domains is a plus
• Experience interfacing in vendor or partner relationships
• Prior experience mentoring junior team members is a plus
• A process-oriented mindset - you enjoy playbooks, SOPs, and workflows that bring consistency and reduce manual effort
• Strong collaboration skills, with the ability to work effectively across Product, Marketing, Creative, and Merchandising
• A coaching-oriented management style - structured, patient, and comfortable proactively drawing out input from team members while expanding their ownership over time
• Experience with Dynamic Yield or a similar onsite personalization/testing platform is a plus
• Exposure to a Shopify replatform, redesign, or major backend system migration is a plus

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