Digital Operations Manager – eCommerce (fixed-term contract)

About The Role & Team

Step into the heart of Disney’s digital retail experience as a Digital Operations Manager – eCommerce, supporting our Salesforce Commerce Cloud (SFCC) platform across the EMEA region. This role sits within the Digital Product & Experience team, where we craft seamless, high-performing online journeys that bring the magic of Disney to life for millions of fans.

You’ll collaborate closely with Product, Engineering, CRO, and external partners to optimise digital operations, enhance site performance, and ensure every interaction reflects the quality and creativity Disney is known for.

This is a fixed-term contract position running until May 2026, located at our London office in Hammersmith, requiring four days of on-site attendance per week.

What You Will Do

Platform & Site Operations

• Optimise the use of Salesforce Commerce Cloud (SFCC) tools and capabilities to ensure high-performing, guest-focused eCommerce sites across EMEA.
• Monitor site health and performance, proactively identifying issues and ensuring timely resolution through clearly defined escalation paths.
• Act as the primary point of contact for incident communications, ensuring stakeholders are kept informed with timely, clear, and actionable updates.
• Oversee the Site Operations Producer in executing daily operational tasks, including replication schedules, product enrichment, and data feed execution—ensuring content is analytics-ready, brand-compliant, and aligned with real-time trade.
• Ensure timely, accurate execution of site configurations and job schedules to enhance guest experience (GX).
• Own the QueueIT process, working closely with all business teams to listen to the Voice of the Guest and the operational impact on the team. Ensure seamless high profile launches are completed as planned and organise retrospective reviews to continually improve.
• Lead the product enrichment process, ensuring systems deliver accurate data and collaborate with Online Merchandising to maintain precise guest-facing attributes, imagery, and copy

Stakeholder relationships

• Working closely with Risk Management Team to investigate guest issues and any arising risks from transactions
• Working together with Support and Technology teams both here in the UK and NA, to resolve any guest impacting issues, improve and implement new procedures to improve workflows and communication between teams
• Work with Guest Services teams to ensure any issues are investigated and resolved with efficiency and accuracy
• Build relationships with Legal & Privacy teams to ensure compliance in all integrations and workflows.

Third-Party Integrations & Vendor Management

• Lead and monitor site integration projects with third parties, including onboarding and optimising functionality to meet evolving business needs.
• Contribute to shaping the third-party roadmap, driving enhancements that align with guest expectations and business priorities.
• Manage and maintain relationships with third-party vendors to ensure high ROI and alignment with business goals.
• Ensure effective management of associated budgets, driving cost-efficiency without compromising quality.
• Support contract renewals, compliance checks, and cost optimization efforts.
• Primary liaison with Salesforce TAM and account team on health checks and support cases

Project & Roadmap Delivery

• Lead eCommerce projects as required, delivering on time and within budget while ensuring alignment with strategic objectives.
• Identify potential issues early, providing strategic solutions to mitigate risks and ensure smooth operations.
• Contribute ideas to the ecommerce product roadmap and support in development and testing cycles

Innovation & Collaboration

• Drive innovative approaches to enrich the digital experience, prioritising accessibility, inclusivity, and personalisation.
• Build strong partnerships across departments, influencing stakeholders to drive cross-functional collaboration and improvements.

Required Qualifications & Skills

• Proven experience in digital operations or eCommerce management, ideally within a Salesforce Commerce Cloud environment.
• Strong understanding of digital product workflows, QA processes, and agile methodologies.
• Experience managing third-party vendors and cross-functional teams.
• Excellent communication and stakeholder management skills, especially in high-pressure or time-sensitive situations.
• Innovation and problem-solving skills a must. This role requires enthusiasm and a solution-oriented mind-set.
• Collaborative /Leadership / Autonomy

The Perks

• 25 days annual leave
• Private medical insurance & dental care
• Free Park Entry: the opportunity to enter any of our parks with your family and friends for free
• Disney Discounts: entitled to discounts on designated Disney products, resort F&B and ticketing
• Excellent parental and guardian leave
• Employee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, our new disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.