Manager, Digital Operations

THE COMPANY:

Juul Labs's mission is to transition the world’s billion adult smokers away from combustible cigarettes, eliminate their use, and combat underage usage of our products. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent.

We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career is compelling, read on for more details.

ROLE AND RESPONSIBILITIES:

The Digital Engagement team, operating within the broader Global Brand Consumer Experience organization, is central to building direct relationships with our adult consumers. We manage the end-to-end online consumer journey, including our ecommerce platform (JUUL.com), digital communications, mobile coupons, loyalty programs, sweepstakes, and related operational processes, ensuring a seamless and compliant consumer experience.

We are seeking a highly organized, proactive, and experienced Manager, Digital Operations to join our dynamic team. This role is crucial for ensuring the efficient execution of direct-to-consumer projects and the smooth functioning of our day-to-day digital operations. You will be responsible for managing operational workflows, overseeing project timelines from initiation to completion, identifying and implementing process improvements, and supporting cross-functional collaboration. The ideal candidate possesses a strong blend of project management discipline and operational expertise within a fast-paced, regulated digital or ecommerce environment.

Operations Management:

• Oversee and optimize key day-to-day operational processes supporting digital channels, ensuring efficiency, accuracy, and compliance.
• Identify bottlenecks and areas for improvement within existing digital workflows.
• Partner with internal teams to troubleshoot and resolve operational issues impacting digital platforms or customer experience.
• Support the management of relationships with external vendors and technology partners relevant to digital operations.
• Ensure all operational activities and projects adhere to strict internal policies and external regulatory requirements.

Project Management:

• Lead the planning, execution, monitoring, and closure of digital engagement projects (e.g., promotional campaign setups, new product launches, sweepstakes campaigns, operational tool implementations).
• Define project scope, objectives, deliverables, timelines, and resource requirements in collaboration with stakeholders.
• Develop and manage detailed project plans, track progress, identify risks and dependencies, and proactively implement mitigation strategies.
• Facilitate regular project status meetings and communicate updates effectively to stakeholders across Marketing, IT, Legal, Regulatory, Supply Chain, and Customer Experience teams.
• Create and maintain comprehensive project documentation, including briefs, status reports, and post-mortem analyses.

Cross-Functional Collaboration Support:

• Serve as a key operational point of contact for the digital engagement team, liaising effectively with cross-functional partners.
• Support the Sr. Manager, CRM Digital Operations in strategic planning, program management, and team initiatives.
• Contribute to a culture of continuous improvement, operational excellence, and data-informed decision-making within the Digital Engagement team.
• Perform related duties as assigned, within your scope of practice

PERSONAL AND PROFESSIONAL QUALIFICATIONS:

• Minimum of 5+ years of professional experience in project management, operations management, program management, or a similar role, preferably within an ecommerce, DTC, marketing, brand management, or digital marketing environment.
• Strong understanding of DTC/ecommerce operations, processes, and platforms.
• Proficiency with project management software (e.g., Smartsheet, Asana, JIRA) and collaboration tools.
• Excellent organizational skills with a high degree of attention to detail and the ability to manage multiple competing priorities effectively.
• Strong analytical and problem-solving skills; ability to identify issues, analyze root causes, and implement effective solutions.
• Excellent communication (written and verbal) and interpersonal skills, with the ability to collaborate effectively across various levels and functions.
• Proactive, results-oriented mindset with a strong sense of ownership and accountability.
• Experience working in a regulated industry (e.g., tobacco, pharma, alcohol, finance) is a strong plus.
• PMP or similar project management certification is a plus.

EDUCATION:

Bachelor's degree in Business Administration, Marketing, Operations Management, Project Management, or a related field.

JUUL LABS PERKS BENEFITS:

• A place to grow your career. We’ll help you set big goals - and exceed them
• People. Work with talented, committed and supportive teammates
• Equity and performance bonuses. Every employee is a stakeholder in our success
• Cell phone subsidy, commuter benefits and discounts on JUUL products
• Excellent medical, dental and vision, disability, and life insurance, plus family support, wellness, legal, and employee assistance program benefits
• 401(k) plan with company matching
• Plus biannual discretionary performance bonuses

Juul Labs is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees and job applicants, without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. We will consider for employment qualified applicants with arrest and conviction records, pursuant to the San Francisco Fair Chance Ordinance. Juul Labs also complies with the employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Juul Labs in the US.