Director, Ecommerce, CX

12th Tribe

. Own all of 12th Tribe's ecommerce technology, site experience, and customer service operations end-to-end .

Posted 10/12/2026full-timeLos Angeles • California • United StatesLead💰 $130,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in ecommerce technology and customer service operations, with a strong focus on project management, SEO strategies, and cross-functional collaboration. Proficient in leveraging data-driven insights to enhance site experience and drive ROI through innovative platform management.

Highest-signal resume keywords

Ecommerce LeadershipShopify ExpertiseProject Management SkillsSEO/GEO StrategyCustomer Service Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ecommerce Technology ManagementWeb DevelopmentSEOData AnalysisTemplate BuildingAutomation CreationAI UtilizationLiquid ProgrammingCSSSpreadsheet Logic

Soft Skills

Cross-Functional CollaborationLeadershipAccountabilitySite Merchandising InstinctsCommunication

Tools & Technologies

AsanaTriple WhaleTapcartTikTok ShopMeta CheckoutGorgiasClaudeAI Image ToolsProject Management ToolsDigital Selling Channels

Industry Keywords

Customer ExperienceAgency ManagementKPI ReportingLoyalty Program ManagementAffiliate Platform Management

About the role

Key responsibilities & impact

Own all of 12th Tribe's ecommerce technology, site experience, and customer service operations end-to-end
Own the web development roadmap, A/B testing program, QA, ecommerce tech stack, and SEO/GEO strategy
Oversee web development and SEO/GEO agency priorities, hours, implementation, and KPIs
Propose, launch, and scale new platforms and programs with direct ROI impact
Lead project management, SOP creation, accountability, and cross-functional workstreams
Manage projects in Asana or a comparable project management tool
Deliver against tight deadlines within a 360° go-to-market strategy
Own homepage, navigation, category structure, and site search; use data to drive product placement and creative refreshes
Surface new product, restock, and promotional opportunities to the buying team
Report weekly on digital KPIs across product, collection, and category performance
Connect the web storefront, mobile app, and digital selling channels to the 360° marketing calendar
Lead the Customer Service team through brand training and automation efficiencies
Drive upselling, order recovery, and other customer-service selling opportunities
Launch and manage the loyalty program planned for 2027
Own the affiliate platform and discount management in partnership with the Head of Influencer & Community
Lead the Sr. Ecommerce Manager and Customer Service Manager through a dotted-line relationship

Requirements

What you’ll need

8+ years of experience in ecommerce, digital, or customer experience leadership
Hands-on, power-user technical expertise across Shopify, Triple Whale, Tapcart, TikTok Shop, Meta Checkout, and Gorgias (required)
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 at once
Strong site merchandising instincts, with comfort working cross-functionally across buying and marketing
Experience managing agency relationships and holding external partners accountable to hours, priorities, and KPIs
Comfort in a truly hands-on role, working inside all core platforms daily
Experience using Claude daily for planning, analysis, copy, SOPs, dashboards, reports, Projects, connectors, file analysis, and artifacts
Experience using AI for bulk product data work, including copy, tags, attributes, SEO, and collection rules, with QA before publication
Technical comfort using AI to write Liquid, CSS, scripts, or spreadsheet logic
Experience building reusable templates and automations for recurring workflows
Experience using AI image and design tools to create on-brand site assets
Ability to identify AI limitations and verify brand nuance, product data, and numerical accuracy