Job Summary
We are seeking a strategic, technology-forward, and execution-oriented Senior Director of Business Operations to lead and scale critical operational functions supporting our global ecommerce business. This role will drive operational transformation, workflow optimization, cross-functional execution, and scalable process design across Commercial Operations.
This leader will oversee operational production teams including Content Operations, Localization & Translation Operations, and Product Onboarding, Product Content while partnering closely with cross-functional stakeholders across Commercial, Product, Marketing, Merchandising, Technology, and International teams to improve organizational efficiency, scalability, and operational effectiveness.
The ideal candidate combines operational rigor, systems thinking, AI-forward leadership, and process optimization expertise to modernize operational workflows and help evolve the organization for long-term global scale. This role will play a key part in identifying and implementing AI-enabled solutions that improve operational efficiency, automation, scalability, and team productivity.
Key Responsibilities
Team Leadership
Lead and develop operational teams including:
Content Operations
Localization & Translation Operations
Product Onboarding Operations
Product Content Operations
Build a high-performance operational culture focused on accountability, scalability, agility, innovation, and continuous improvement
Coach and develop managers and operational leaders
Drive organizational alignment and clarity across operational functions
Establish operational performance metrics and service standards across operational teams
Operational Strategy & Process Optimization
Lead operational strategy and continuous improvement initiatives across Commercial Operations
Design and implement scalable workflows, governance models, and operational processes
Drive operational standardization, SLA management, prioritization frameworks, and execution consistency
Identify operational inefficiencies and implement scalable solutions leveraging automation, AI, and process optimization
Establish operational KPIs, dashboards, reporting cadences, and executive visibility mechanisms
Build scalable operational frameworks to support global ecommerce growth
Partner with Compliance teams to stay current on regulatory changes impacting digital and e-commerce content, and implement necessary updates.
Design scalable onboarding workflows and operational frameworks that improve efficiency, speed-to-launch, and partner experience
Standardize operational processes across onboarding, content, and localization functions to improve consistency and execution quality
Drive operational excellence initiatives across high-volume production and workflow-based teams
AI, Automation & Operational Innovation
Lead the evaluation, implementation, and optimization of AI-enabled operational workflows and automation solutions
Identify opportunities to improve efficiency, scalability, quality, and productivity through AI, automation, and emerging technologies
Partner cross-functionally to modernize operational processes, knowledge systems, and workflow tooling
Help define future-state operational models that leverage AI-assisted workflows and intelligent automation
Drive adoption of scalable operational technologies and process innovation initiatives across teams
Stay current on industry trends, AI advancements, and operational best practices relevant to ecommerce and workflow operations
Cross-Functional Workflow Leadership
Partner cross-functionally with Product, Engineering, Merchandising, Marketing, Customer Experience, and Commercial teams to streamline operational execution
Lead operational coordination for high-impact cross-functional initiatives
Improve intake, prioritization, and workflow management processes across stakeholder groups
Establish scalable operating rhythms and governance structures across teams
Drive organizational alignment and clarity across operational functions
Establish operational performance metrics and service standards across operational teams
The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.
Knowledge, Skills & Abilities
Required
Experience leading operational teams in a high-growth ecommerce, marketplace, retail, or technology environment
Proven success driving cross-functional operational transformation and process optimization initiatives
Strong experience building scalable workflows, operational governance, and execution frameworks
Demonstrated experience evaluating or implementing AI-enabled workflows, automation initiatives, or operational technologies
Strong analytical, organizational, and problem-solving skills
Experience leading managers and operational teams
Excellent executive communication and stakeholder management skills
Experience Requirements:
Generally requires 12+ years of experience in Business Operations, Commercial Operations, Ecommerce Operations, Operational Strategy, or related fields
Education Requirements:
Bachelor’s degree in Business, Operations, Technology, Engineering, or related field required. MBA or advanced degree preferred. Certifications or demonstrated experience in process improvement, operational transformation, AI/automation, or workflow optimization a plus
Judgment/Reasoning Ability: Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.
Physical Demands: The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. The Team Member may occasionally lift or move office products and supplies up to 25 pounds. Proper lifting techniques required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment: The remote work environment is characterized by minimal noise levels. Other factors are:
Fast-paced with fewer interruptions than a typical office environment.
Remote setting that combines professionalism with a casual atmosphere.
Home Office environment, providing flexibility and comfort
Communication tools tailored for remote work, including video conferencing, chat platforms, and project management software.
Flexibility to accommodate extended work hours as needed
#LI-JC1
Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.
Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to [email protected]. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.
About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.
We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands direct to our customers in 180+ countries.
Our vision is to become the #1 destination for health and wellness across the world.
With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:
Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·
Embrace Diversity & Inclusion · Strive for Simplicity
iHerb Benefits
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for.
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.
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