Director, Ecommerce & CX: AI-Powered Growth Leader

12th Tribe; Los Angeles (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

12th Tribe is seeking a Director, Ecommerce + CX to own our ecommerce technology, site experience, and customer service operations end-to-end. You will drive the web development roadmap, A/B testing, site merchandising, and loyalty/affiliate programs while leading a team of ecommerce and customer service professionals.

You will work hands-on in Shopify and related apps, Asana for project management, and AI tooling to optimize catalog work, reports, and workflows.

Qualifications

• 8+ years of ecommerce, digital, or customer experience leadership.
• Hands-on, technically fluent across the ecommerce stack: Shopify, Triple Whale, Tapcart, TikTok Shop, Meta Checkout, and Gorgias.
• Advanced project management skills; experience with Asana or a comparable tool strongly preferred.
• Proven ability to lead both technical (web dev, SEO/GEO) and people-facing (customer service) functions.
• Strong site merchandising instincts and cross-functional collaboration with buying/marketing.
• Experience managing agency relationships and accountability to hours, priorities, KPIs.
• Hands-on, execution-focused role; daily work inside core platforms.

Responsibilities

• Own web development roadmap, A/B testing, SEO/GEO strategy, and ecommerce tech stack.
• Lead project management practices, SOPs, and cross-functional workflows in Asana.
• Own homepage, navigation, site search, and product placement using data-driven insights.
• Coordinate marketing calendar and omni-channel presence across digital channels.
• Manage Customer Service to deliver exceptional experience and upsell opportunities.
• Launch and manage loyalty and affiliate programs; collaborate with influencers.
• Leverage AI tooling to plan, analyze, automate catalog work, and create reusable templates.

Tools

Shopify

Triple Whale

Tapcart

TikTok Shop

Meta Checkout

Gorgias

Asana

Job description

12th Tribe is seeking a Director, Ecommerce + CX to own our ecommerce technology, site experience, and customer service operations end-to-end. You will drive the web development roadmap, A/B testing, site merchandising, and loyalty/affiliate programs while leading a team of ecommerce and customer service professionals.

You will work hands-on in Shopify and related apps, Asana for project management, and AI tooling to optimize catalog work, reports, and workflows.