Director of Digital Operations

Director of Digital Operations

Purpose of the Role The Director of Digital Operations is responsible for the operational execution, stability, and scalability of Neo Life's digital ecosystem. Reporting to the Vice President of Digital, this role ensures digital initiatives are released reliably and platforms perform consistently as the ecosystem evolves through transformation, change, and growth. In Neo Life's lean operating environment, this role is hands-on, translating digital strategy into execution while managing operational risk through issue investigation, documentation, quality validation, and close partnership with internal teams and external partners.

Key Responsibilities Include, but are not limited to the following. Other duties may be assigned as needed to meet business needs.

• Provide day-to-day operational leadership for Neo Life's digital platforms, ensuring stability, performance, and executional consistency.
• Manage release readiness, launch coordination, and post-release validation in partnership with Product, Marketing, IT, Field Development, and external partners, including timeline coordination, go/no-go readiness, and post-launch follow-up.
• Lead and participate in QA and UAT efforts, including exploratory testing of key user journeys, validation of cross-platform impacts, and coordination with IT and development teams on deeper technical testing.
• Serve as the primary operational point of coordination for cross-platform issues, escalations, and root-cause resolution.
• Translate strategic initiatives and roadmaps into executable operational plans, timelines, and dependencies.
• Coordinate internal teams and external vendors to ensure aligned execution across regions and time zones.
• Ensure data hygiene, accuracy, and reliability across digital platforms and integrations, in partnership with technical and analytics teams.
• Personally develop and maintain clear, well-structured operational documentation and knowledge base materials that enable Field Support and internal teams to assist users effectively and reduce repeat issues.
• Serve as the primary operational intake and triage point for reported digital issues, including direct investigation to understand root causes, assess user impact, and prioritize escalation based on business risk.
• Translate findings into actionable bug reports, user stories, documentation updates, and operational improvements in collaboration with development and support teams.
• Operationalize new platforms, integrations, and regional rollouts in support of business growth.
• Stay informed on emerging technologies, platforms, and operational tools including sales enablement solutions and applied AIand assess their practical implications for operational efficiency, scalability, and execution readiness in partnership with the Vice President of Digital.
• Partner closely with the Vice President of Digital to ensure operational decisions align with overall digital strategy and business priorities.

Competencies for Success

• Senior-level operational leadership in complex digital environments.
• Strong understanding of integrated digital platforms, eCommerce operations, and system dependencies.
• Proven ability to manage operational risk and cross-functional execution.
• Exceptional problem-solving and troubleshooting skills.
• Ability to create clarity, structure, and accountability in fast-moving environments.
• Strong cross-functional communication and coordination skills.
• Comfort operating at the intersection of business needs, technology, and user experience.
• Familiarity with customer lifecycle concepts and the operational dependencies required to support lifecycle-based initiatives.

Measures of Success

• Reliable execution of digital releases with fewer post-launch issues.
• Improved platform stability, performance, and operational predictability.
• Faster issue resolution and reduced operational escalations.
• Reduced operational burden on senior leaders and specialized team members.
• Scalable operational processes that support continued transformation and growth.

Experience

• Extensive experience leading digital operations within complex, multi-platform ecosystems.
• Demonstrated responsibility for release readiness, platform stability, and executional quality.
• Experience working cross-functionally with internal teams and external partners in high-dependency environments.
• Experience supporting multi-region or global digital platforms strongly preferred.
• Experience supporting direct-selling, MLM, or B2B2C business models strongly preferred.
• This role is intended for a highly experienced, hands-on digital operations leader comfortable balancing direct execution with cross-functional leadership in a lean, fast-evolving environment.
• Bachelor's degree or equivalent professional experience required.

Physical Demands & Work Environment: The physical demands and the work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations…