Commerce & Customer Director

ABOUT THE ROLE

• The Digital Delivery Director identifies and evaluates fundamental issues, providing strategy and direction for a cross-functional team responsible for designing, planning, building and supporting a portfolio of global websites, applications, and mobile apps. The incumbent implements company-wide practices to ensure alignment of the portfolio, initiatives, and technical roadmap to the multi-year digital strategy. They provide strategy, vision and direction to ensure successful digital experiences for customers around the globe.
• The Commerce Technology Director plays a pivotal role in advancing the company’s digital commerce capabilities by overseeing the performance, scalability, and continuous enhancement of the online store and related platforms. This leader ensures the commerce technology ecosystem delivers a seamless and secure customer experience, while aligning with broader business objectives. Through close collaboration with internal teams and external partners, the Director drives technical innovation, manages vendor relationships, and oversees the delivery of key features that support omnichannel initiatives.
  
  The role also includes accountability for compliance, budget oversight, and talent development, requiring a high level of strategic insight and executive influence.

• Required
  • Bachelor’s degree or higher in the information technology (IT), project management or business field. In lieu of a degree, at least 12 years of experience in IT.

• 9+ years of experience in IT
• 5+ years of experience managing direct reports

• Previous experience in digital commerce or software development, with a strong focus on customer-facing platforms and omnichannel experiences.
• Proven experience in e-commerce platform development and operations, including cloud-based architectures, microservices, and modern software delivery practices (Agile, Dev Ops, CI/CD).
• Familiarity with commerce ecosystems such as HCL Commerce or Adobe Commerce and their integration with ERP, CRM, and content platforms.
• Strong understanding of digital customer experience, including personalization, performance optimization, and customer journey mapping.
• Exposure to data-driven decision-making using analytics and customer insights to inform platform enhancements.
• Demonstrated success in designing and supporting scalable, reliable, and secure commerce solutions in a global or multi-regional environment.
• Previous experience leading cross-functional technology teams.

This position is not hybrid/remote and will be located at our Cleveland Headquarters office.

• Inspires Action, Coordinates multiple initiatives.
• Establishes and develops broader company strategy and translates into multi-functional objectives.
• Leads activities of one or more functional areas, divisions, product groups and services through subordinate directors / managers who have overall responsibility for the successful operation of assigned areas.
• Oversees team(s) to develop new methods and solve company-wide matters.
• Responsible for setting and executing the talent strategy through hiring, onboarding, learning & development, performance, succession planning, engagement, recognition, and inclusion, diversity, and equity practices.
• Responsible for creating and fostering a work environment that encourages employees to act with integrity and respect.
• Responsible for directing, empowering, and motivating employees to successfully accomplish strategic priorities and responsibilities.

• Develops and provides strategy, vision, and direction to multiple functions.
• Implements company wide policies and practices. Provides input to executive management.
• Accountable for function financial results which impact organization performance.
• Works consistently with abstract ideas or situations across functional areas of the business.
• Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for multiple functional areas.
• Anticipates factors that could influence strategies and company position in the…