Manager, Digital Operations

📋 Description

• • Own the end-to-end performance of Juul Labs’ global digital ecosystem—websites, e-commerce storefronts, mobile apps, and connected-device platforms—ensuring 99.9 % uptime, lightning-fast load times, and friction-free user journeys that convert curiosity into loyal advocacy.
• • Lead a distributed squad of engineers, analysts, and product specialists in a fully-remote environment, orchestrating agile sprints, OKRs, and post-mortems that keep releases on schedule and defects trending toward zero.
• • Architect scalable monitoring and alerting frameworks (Datadog, New Relic, or similar) that surface anomalies before customers feel them, turning terabytes of telemetry into actionable insights that drive continuous improvement.
• • Partner with Marketing, Regulatory, and Supply-Chain teams to launch region-specific campaigns and product drops, balancing speed-to-market with strict age-verification, compliance, and data-privacy mandates across 50 U.S. states and territories.
• • Drive A/B and multivariate testing programs that lift conversion rates, average order value, and lifetime value—then socialize wins through crisp dashboards and storytelling that influence roadmap prioritization at the executive level.
• • Establish SLAs, SLOs, and error-budget policies that align engineering rigor with business risk tolerance, ensuring every code change is backed by automated CI/CD pipelines, blue-green deployments, and rollback strategies measured in minutes, not hours.
• • Champion a culture of operational excellence: run blameless post-incident reviews, codify runbooks, and mentor team members on SRE best practices so tribal knowledge becomes institutional muscle memory.
• • Optimize cloud spend across AWS, GCP, or Azure by rightsizing instances, leveraging spot fleets, and negotiating enterprise discounts—delivering double-digit cost savings without compromising performance or security.
• • Translate complex technical trade-offs into plain-English narratives for non-technical stakeholders, securing buy-in for infrastructure investments that unlock new digital revenue streams and future-proof the brand.
• • Stay ahead of emerging threats—fraud, DDoS, scraping, counterfeit storefronts—by implementing layered defenses, zero-trust architectures, and real-time threat-intelligence feeds that protect both customer data and brand integrity.
• • Own vendor relationships with CDN, payment-gateway, and fraud-prevention partners, negotiating contracts, performance benchmarks, and quarterly business reviews that keep third-party services aligned with Juul Labs’ growth trajectory.
• • Foster a remote-first culture of psychological safety, inclusive feedback, and continuous learning; schedule virtual coffee chats, lightning talks, and hack-days that keep morale high and turnover low across four time zones.
• • Report directly to the VP of Digital, presenting weekly KPI scorecards, monthly risk assessments, and quarterly strategic roadmaps that tie operational metrics to revenue, margin, and customer-satisfaction targets.
• • Contribute to Juul Labs’ broader ESG and harm-reduction mission by ensuring digital touchpoints educate adult smokers responsibly, comply with evolving FDA guidance, and support ethical data stewardship.