Director of E-Commerce & Customer Experience

Ballerina Farm; Springville (UT); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health benefits

Job summary

Ballerina Farm is seeking a strategic, collaborative Director of E‑Commerce to lead our online customer journey and support operations. This role sits on the Senior Leadership Team and drives growth, customer experience, and operational excellence across digital channels.

The ideal candidate combines hands‑on leadership with a data‑driven mindset, thrives in a fast‑paced environment, and can build high‑performing teams aligned to our brand values and sustainable growth goals.

Qualifications

• Bachelor’s degree in Business, Marketing, Computer Science, or related field preferred.
• 7+ years of progressive leadership experience in e‑commerce, retail ops, or customer experience.
• Experience leading multiple departments and building high-performing teams.
• Strong understanding of e-commerce platforms, digital merchandising, and website optimization.

Responsibilities

• Serve as a trusted member of the Senior Leadership Team, influencing strategy and cross-functional initiatives.
• Develop and execute the company’s e‑commerce strategy to grow online revenue, acquisition, conversion, retention, and profitability.
• Define KPIs for ecommerce and CX, monitor performance, and drive improvements.
• Lead E‑Commerce and Customer Support teams with a culture of accountability and continuous improvement.
• Oversee the full online customer journey from site navigation to post‑purchase support.
• Collaborate with Marketing to optimize campaigns, launches, and promotions.
• Manage budget, forecasts, and annual operating plans for the departments.

Skills

E-commerce leadership

Digital merchandising

Shopify

Analytics

Budgeting

Cross-functional leadership

Education

Bachelor's degree

Tools

Shopify

Google Analytics

Meta Ads

Job description

Ballerina Farm is seeking a strategic, collaborative Director of E‑Commerce to lead our online customer journey and support operations. This role sits on the Senior Leadership Team and drives growth, customer experience, and operational excellence across digital channels.

The ideal candidate combines hands‑on leadership with a data‑driven mindset, thrives in a fast‑paced environment, and can build high‑performing teams aligned to our brand values and sustainable growth goals.