Manager, Commerce Operations

FOX Direct to Consumer; Los Angeles (CA); On-site; USD 128,000 - 146,000; Full time

Job summary

FOX Direct to Consumer seeks a Manager, Commerce Operations to own the end-to-end promotion lifecycle and operational strategy for our digital consumer experience. You will bridge Commerce, Product, Engineering, and Customer Care to ensure operational integrity and mitigate risk.

You will oversee promotion setup, resolve complex billing issues, and enable Customer Care through clear documentation. You will drive QA strategies to improve reliability across commerce experiences.

Qualifications

• 7+ years of experience in commerce operations, business operations, or customer care operations.
• Experience managing operational workflows supporting subscription, billing, payment, or digital commerce platforms.
• Demonstrated success designing scalable operational processes that improve quality and reduce friction.
• Experience leading quality assurance initiatives, including regression testing and launch readiness.
• Strong knowledge of payment platforms such as Stripe or similar processors.
• Experience with Salesforce or comparable CRM platforms to analyze customer data and trends.

Responsibilities

• Own the end-to-end operational workflow for promotion setup, tracking, testing coordination, and launch execution across commerce platforms and customer touchpoints.
• Lead cross-functional triage for billing, subscription access, refund, and payment-related issues with Product, Engineering, and Customer Care.
• Develop operational documentation, FAQs, and agent enablement materials for new promotions, product changes, and launches.
• Identify, document, prioritize, and elevate checkout defects, promotional discrepancies, and high-impact operational risks.
• Audit subscription lifecycle events to ensure pricing and business rules function as intended.
• Partner with Payments and Fraud teams to monitor promotional eligibility, redemption logic, and abuse prevention controls.
• Maintain knowledge of commerce systems, backend configurations, and customer journeys across platforms.
• Lead end-to-end QA strategies across checkout, pricing updates, promotions, and transactional communications.
• Execute regression testing, smoke testing, and synthetic monitoring for launches.
• Build and maintain a catalog of offers and validate requirements against configurations.

Skills

Commerce operations

Billing workflows

Quality assurance

Cross-functional collaboration

Data analysis

Tools

Jira

Jira Product Discovery

Salesforce

Job description

OVERVIEW OF THE COMPANY

Fox Corporation Under the FOX banner, we produce and distribute content through some of the world’s leading and most valued brands, including: FOX News Media, FOX Sports, FOX Entertainment, FOX Television Stations and Tubi Media Group. We empower a diverse range of creators to imagine and develop culturally significant content, while building an organization that thrives on creative ideas, operational expertise and strategic thinking.

JOB DESCRIPTION

The FOX direct-to-consumer (DTC) platform is a new, forward-looking initiative within Tubi Media Group that brings FOX’s unparalleled content portfolio—news, sports, and entertainment—directly to consumers via an innovative subscription streaming service.

Driven by a highly experienced leadership team with extensive backgrounds at the intersections of media, technology, streaming, and content—and built with the full support of Fox Corporation—this venture combines entrepreneurial energy with deep media expertise.

Our vision is to create a unified, modern viewing experience that puts the consumer first—seamlessly integrating live and on-demand content across platforms.

At the intersection of cutting-edge technology and trusted storytelling, this is an opportunity to shape the future of streaming at one of the most pivotal moments in media. We’re assembling a world-class team to deliver on that vision—and we’re just getting started.

About The Role

Within our Customer & Business Operations organization, we are seeking a Manager, Commerce Operations to own the end-to-end promotion lifecycle, operational strategy, and cross-functional triage for our digital consumer experience, with a secondary focus on quality assurance and health monitoring.

Reporting to the Senior Program Manager, you will serve as the primary operational lead and strategic bridge between Commerce, Product, Engineering, and Customer Care, ensuring the operational integrity of the customer journey while proactively mitigating business risk. You will oversee promotion setup, lead operational triage for complex billing and subscription issues, and enable Customer Care through clear documentation and operational readiness. You will also drive quality assurance strategies that improve reliability across commerce experiences.

A SNAPSHOT OF YOUR RESPONSIBILITIES

• Own the end-to-end operational workflow for promotion setup, tracking, testing coordination, and launch execution across commerce platforms and customer touchpoints.


• Lead cross-functional triage for billing, subscription access, refund, and payment-related issues while partnering with Product, Engineering, and Customer Care to drive timely resolution.


• Develop operational documentation, FAQs, and agent enablement materials to ensure Customer Care is prepared for new promotions, product changes, and platform launches.


• Identify, document, prioritize, and elevate checkout defects, promotional discrepancies, and high-impact operational risks.


• Audit subscription lifecycle events, including renewals, upgrades, downgrades, payment retries, and cancellations to ensure pricing and business rules function as intended.


• Partner with Payments and Fraud teams to monitor promotional eligibility, redemption logic, and abuse prevention controls.


• Maintain deep knowledge of commerce systems, backend configurations, and customer-facing user journeys.


• Lead end-to-end and multi-platform quality assurance strategies across checkout flows, pricing updates, promotional offers, and transactional communications.


• Execute regression testing, smoke testing, and synthetic monitoring to identify issues before and after launches.


• Build and maintain a centralized catalog of active and historical offers while validating business rules, pricing configurations, and technical dependencies against approved requirements.


• Identify opportunities to improve operational efficiency through automation, testing tools, AI, and scalable quality processes.


• Analyze payment and checkout trends by categorizing operational issues and surfacing systemic opportunities to Product and Engineering teams.


• Audit knowledge base content, customer support scripts, and operational documentation to ensure accuracy and launch readiness.


• Perform cross-system audits across platforms such as Stripe and Salesforce to identify discrepancies that impact the customer experience.

WHAT YOU WILL NEED

• Typically, 7+ years of experience in commerce operations, business operations, quality assurance, digital operations, or customer care operations.


• Experience managing operational workflows supporting subscription, billing, payment, or digital commerce platforms.


• Demonstrated success designing scalable operational processes that improve quality, reduce customer friction, and support business growth.


• Experience leading quality assurance initiatives, including regression testing, launch readiness, and operational validation.


• Strong knowledge of payment platforms such as Stripe or similar processors.


• Experience using Salesforce or comparable CRM platforms to analyze customer data and operational trends.


• Experience with Jira, Jira Product Discovery (JPD), or similar tools for requirements management, issue tracking, and operational documentation.


• Strong analytical skills with the ability to interpret operational data, identify trends, and develop evidence-based recommendations.


• Excellent cross-functional communication skills with experience influencing stakeholders across Product, Engineering, Customer Care, and Operations.


• Proven ability to manage multiple initiatives in a fast-paced, highly collaborative environment.


• Willingness to travel occasionally for offsite meetings and strategic planning sessions.


• Regular, on-site attendance at the workplace a minimum of 3 days per week is an essential function of the position. Selected candidate must be able to reliably meet this requirement.

NICE TO HAVE, BUT NOT A DEALBREAKER

• Experience supporting direct-to-consumer (DTC) streaming or subscription businesses.


• Experience with commerce automation frameworks, AI-enabled operational workflows, or automated testing tools.


• Familiarity with fraud prevention, promotional offer management, and subscription lifecycle optimization.


• Experience improving customer support operations through process optimization and data-driven insights.


• Background working with large-scale consumer digital products, media, entertainment, or streaming platforms.

#DTC

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

Pursuant to state and local pay disclosure requirements, the pay rate/range for this role, with final offer amount dependent on education, skills, experience, and location is $128,000.00-146,000.00 annually. This role is also eligible for an annual discretionary bonus, various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.