Temporary Director, eCommerce
Description
About Us:
Humble Bundle is part of IGN Entertainment. IGN Entertainment, a division of Ziff Davis, Inc., is one of the world’s largest gaming and entertainment media platforms and the go-to destination for fans to explore and celebrate games, film, TV, comics and much more. Across its 16 digital properties, IGN Entertainment reaches more than 490 million monthly users in 110 countries and engages with 73 million fans on social media. Its portfolio includes favorites such as IGN, Eurogamer, Digital Foundry, Rock Paper Shotgun, and MapGenie, delivering daily content across 46 platforms, including YouTube, TikTok, X, Facebook, Instagram, Snapchat, and connected TV. Through its online digital store Humble Bundle, IGN Entertainment has donated over $250 million to more than 38,000 charities worldwide, underscoring its commitment to making a positive impact. Headquartered in Los Angeles, IGN Entertainment's content is localized in 20 languages. Learn more at corp.ign.com.
Position Intro:
Humble is seeking a Director, eCommerce to lead our Customer Experience team of 27+ members across Operations, Customer Service, Trust & Payments, QA, and Customer Experience teams. This is a temporary, full time position, while one of our team members is on leave. This is a temporary position with an anticipated duration of about 4 months, subject to business needs.
As the Director, eCommerce, you will lead the strategy, development, and execution of our digital eCommerce platforms to drive revenue, maximize conversion rates, and improve customer experiences across digital content offerings. You will work closely with product, marketing, data, and technology teams to develop and implement eCommerce improvements. This role is responsible for ensuring products continually and flawlessly go live, holding teams accountable for delivery, creating and collaborating on process improvements to grow the business in a high-quality and profitable manner. The ideal candidate has deep experience in digital content monetization, operations, payments, customer service, a passion for video games, with a proven track record of developing and executing effective eCommerce strategies in a fast-paced environment.
Responsibilities:
- 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.
Qualifications:
- 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
Bonus Points
- A passion for and above average knowledge of PC video games
Work Environment:
- 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.
Ziff Davis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Salary Disclosure: Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The base pay for this position ranges from $80 to $100 / hour. As this is a temporary role, eligibility for certain benefits may be limited.