Site Operations Lead

Overview

The Site Operations Lead is responsible for leading and executing scalable, efficient, and customer-focused processes for Product Information Acquisition at REI. This role champions cross-functional alignment, continuous operations improvement, and system optimization to our product information tools, processes, and workflows. Key responsibilities include participating in daily execution, establishing operational governance, delivering performance metrics, and leading data-driven initiatives to improve processes and operations. The ideal candidate is a strategic thinker, a strong collaborator, and an operations expert who thrives in challenging the status quo, values progress over perfection, and advocates for tools and solutions that support REI’s digital and business goals.

To be successful, you need a deep understanding of how your work connects to and supports Co-op business priorities as well as an ability to develop trusting relationships across teams and with our vendor community. Your ability to exhibit expertise with REI's operational tools, processes, and workflows and the impact to both our customer and vendor experience is critical. You'll join a fast-paced and passionate community where you'll be empowered to discover and deliver impactful operational solutions while driving the mission of the Co-op.

The ideal candidate will have:

The ability to serve as a subject matter expert in one or more product information acquisition tools and disciplines Proven ability to document and communicate processes clearly for individual work as well as cross-functional work Excellent process development and optimization skills

Experience working with and drawing insights from data and communicating those insights to partners:

Experience using data to inform business insights using data tools such as Sigma and Tableau:

Responsibilities and Qualifications:

Responsibilities include:

Data-Driven Planning & Decision-Making:

Own the development of actionable insights by leveraging analytics to inform product information acquisition, merchandising, and operational strategies.

• Establish credibility as the operational lead by setting frameworks for data interpretation and driving decisions that achieve business objectives.
• Contribute to the vision for Product Information Acquisition and translate it into a strategy, annual goals, roadmap, quarterly plans, and KPIs.

Tools & Technology:

Serve as the subject matter expert in one or more core operational tools.

• Manage and contribute to documentation of tools and processes.

Capture opportunities for improving tools, processes, and business operations to add to the PI Acquisition or Product Services Product team’s backlogs. Champion adoption of new features, define best practices, and coach peers to maximize tool effectiveness.

Operational Execution:

• Lead efforts to minimize the number of products that are in stock but unavailable to purchase due to lack of product information.
• Review reporting to identify uncategorized products and update relevant information to ensure correct categorization.
• Support the creation and maintenance of size charts, collaborating with vendors and internal partners to identify incorrect information and populate missing data.

Respond quickly to changing priorities, internal content requests, and product page corrections, and escalate impediments to effective execution.

Process Optimization & Governance:

• Lead the continuous assessment and improvement of operational processes.
• Identify inefficiencies, design scalable solutions, and ensure implementation to improve speed, accuracy, and consistency across site operations.

Site & Funnel Optimization:

Use site analytics to proactively identify friction points and opportunities.

• Drive cross-functional initiatives to drive measurable conversion and revenue growth.

Collaboration:

• Work with cross-functional teams (Product Detail Page Product, Digital Merchandising, UX, and vendor partners) to deliver results that create positive outcomes for our partners, the business, and REI vendors.
• Collaborate to determine appropriate specs and categories for products in our assortment.
• Ensure clear visibility to priorities, status, and risks; lead the creation of mitigation plans that align stakeholders and keep deliverables on track.

Operational Auditing & Quality Assurance:

• Ensure all operational tactics meet both customer expectations and business objectives, and lead resolution when issues arise.

Analytics and Data:

• Manage, monitor, and report on KPIs to ensure priorities and output meet established metrics and outcomes.

Own the development of actionable insights by leveraging analytics to inform product information acquisition, merchandising, and operational strategies.

• Develop and present business-critical reporting for weekly business reviews and merchandising recaps.
• Provide actionable recommendations that influence leadership decisions and shape forward-looking plans.

Required Skills & Experience 5+ years of experience within a digital retail organization, preferably with product information or merchandising operations 3+ years of experience leading process/project and/or digital operations Bachelor's degree or equivalent practical experience

Experience developing, documenting and optimizing processes, involving multiple x-divisional teams:

Knowledge of key merchandising and marketing business principles specific to eCommerce Strong interpersonal skills – able to communicate and translate digital strategies to various partners across the enterprise Consolidates information from various sources including feedback from others to reach sound decisions

Considers the ultimate impact of decisions and actions on internal and external customers Sets SMART goals, establishing priorities, and planning well in order to produce quality work

• Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals

Challenges the status quo, champions change and influences others to change coming from a place of respect Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals Flexible in one's viewpoints and positions in order to support the direction taken by others at REI

Uses business knowledge, innovative thinking, and sound judgment in the solution of problems Ability to leverage data, both qualitative and quantitative to make informed decisions Proactively identifies opportunities and involves and influences others in the accomplishment of organizational goals Proven results in driving process and operational efficiency

Experience working within technical tools and systems:

Technical fluency and ability to clearly communicate user and business benefits for various technologies; comfort communicating technology and operations concepts, trade-offs, and new opportunities with team members

Experience with SQL if Relevant:

Closing

At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.

Pay Range

$85,400.00 - $136,700.00 per year