Job Description

About the Role

This role leads the team responsible for end-to-end SKU setup, item data integrity, and cross-functional workflow execution that powers seamless omnichannel product launches for West Elm brand. The manager ensures exceptional operational execution, oversees process governance, and drives continuous optimization of our merchandising systems. They will guide, coach, and elevate their team while partnering closely with Merchandising, Planning, Product Development, Tech, and eCommerce teams to ensure items are accurately set up, available, and able to move seamlessly through the supply chain.

Responsibilities

• Lead, coach, and develop a team of Item Operations associates, providing clear prioritization, structured onboarding, regular training, and ongoing feedback to support strong performance and autonomy.
• Oversee accurate and timely SKU creation, maintenance, and item data governance across all core systems (MCP, RMS, MDM, PIM, Airtable, etc.).
• Ensure flawless seasonal launch execution by validating item readiness, troubleshooting errors, and enforcing process adherence to reduce customer friction.
• Manage and optimize data integrity through SKU setup audits, data scrubs, logic improvements, and proactive root-cause analysis.
• Act as a primary liaison for SKU creation and maintenance with Merchandising, Planning, Product Development, Tech, Production, Site Ops, Customer Service, and Drop Ship partners to communicate priorities, align on timelines, and resolve issues quickly.
• Drive process improvement and automation by identifying workflow gaps, building new audit logic, improving SKU roll-up and bundle setup, and championing system adoption and standardization.
• Lead PIM implementation for West Elm brand by representing business needs, shaping system requirements, and influencing future business processes that improve item creation, data governance, and operational scalability.
• Ensure complete, accurate, customer-facing product data, including descriptions, flags, attributes, pricing, costing, fulfillment details, and delivery information, to build customer confidence and reduce returns.
• Support all selling channels by enabling accurate data setup, streamlined timelines, and consistent cross-functional visibility.
• Monitor, escalate, and resolve customer callouts in partnership with Customer Service and cross-functional teams, implementing long-term solutions to prevent repeat issues.

Criteria

• 6+ years of experience in eCommerce, Supply Chain, Planning, Merchandising, or other retail operations roles.
• At least 2 years of people management experience with a strong track record of coaching and developing talent.
• Strong proficiency with merchandising systems, data governance, and SKU/PIP processes.
• Advanced analytical skills with experience in Excel, Qlik Sense, Airtable, and large data sets.
• Excellent communication skills; able to distill information clearly, influence partners, and ensure alignment across teams.
• Strong operational mindset with proven ability to deliver results, streamline processes, and lead through change.
• Demonstrated ownership mentality, attention to detail, and ability to balance urgent operational needs with long-term strategy.
• This role requires being onsite in the Dumbo Brooklyn office

Our Culture & Values

We believe that taking care of our people is vital to our success and we strive to offer equitable and transparent practices for all. We prioritize connection, growth, and wellbeing.

People First

Putting People First means investing in overall well-being and opportunities to grow and advance within the organization. Depending on the position and location, here are a few highlights of what benefits may be available:

Benefits

• A generous discount on all WSI brands
• A 401(k) plan and other investment opportunities
• Paid vacations, holidays, and time off to volunteer
• Health benefits, dental and vision insurance, including same-sex domestic partner benefits
• Tax-free commuter benefits
• A wellness program that supports your physical, financial and emotional health

Continued Learning

• In-person and online learning opportunities through WSI University
• Cross-brand and cross-function career opportunities
• Resources for self-development
• Advisor (Mentor) program
• Career development workshops, learning programs, and speaker series

WSI will not now or in the future commence an immigration case or "sponsor" an individual for this position (for example, H-1B or other employment-based immigration).

This role is not eligible for relocation assistance.

The expected starting pay range for this position is $100,000 - $110,000. Applicable pay ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. In addition to competitive pay, compensation may include a variety of other components like benefits, paid time off, merit, and bonus opportunities.

About Us

Our Company

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Our family of brands are Williams Sonoma, Williams Sonoma Home, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, Rejuvenation, West Elm, Mark & Graham, Outward, and GreenRow. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.