Director, Omnichannel Content in Grapevine, TX at GameStop

Date Posted: 3/6/2020

Job Snapshot

Job Description



Working independently, the Director, Omnichannel Operations and Planning is responsible for leading a team of Omnichannel operations team leading digital and ecommerce sales & program planning & forecasting, Content operations, digital business analytics and operations, Digital pricing and promotion operations, Digital promotional event management and execution, Fraud and payment coordination & digital operations, Drop ship vendor monitoring and operations and ecommerce platform support & operations. The director is responsible in establishing a sustainable process of continually driving new revenue and profit growth through the definition, leadership, and delivery of GameStop’s Omnichannel platform roadmap.   The Director II will also be partnering closely with other Omnichannel and merchandising leaders in creating the strategic roadmap across Omnichannel and providing cross-functional support for Merchandising, Store Ops, Marketing and external partners.  Collaborating closely with senior management the operations team is tasked with the management of GameStop’s Omnichannel customer lifecycle to achieve core business objectives.  The principal business outcomes of this role are enhancement of the customer experience by providing improved product details and information, improved prioritization of content and driving an efficient omnichannel operations throughout the organization.  Working closely with various business teams including GameStop IT to drive positive financial outcomes.  Associate will interact with his or her supervisor as needed.


  • Lead and manage an Omnichannel planning and forecasting team of sales, event on a continual basis.
  • Develop the Omnichannel product information strategy and roadmap based on customer needs, cross-functional collaboration, and the competitive landscape.  Develop the comprehensive business plans, strategies, and feature roadmaps
  • Leverage product information management skills, develop a world-class experience for the Omnichannel Retail platform that addresses GameStop’s diverse audiences and communities and supports all retail channels
  • Lead the Omnichannel Content Team in defining future product direction, developing a product information roadmap, and coordinating with technology teams to evolve the Omnichannel product features
  • Partner with enterprise pricing and promotion team in efficiently executing digital pricing and promotion on timely manner with high accuracy and quality.
  • Develop and lead digital business analytics which includes daily and weekly reporting, managing omnichannel operations meeting and providing various business insights and levers to grow omnichannel sales and customer satisfaction. 
  • Lead digital end to end event management and execution to ensure is highly leveraged during key promotional days to grow both .com and stores business.
  • Lead and develop digital operational methods to increase private label credit card, gift card and coupon penetration and reduce fraud by partnering with enterprise teams
  • Lead in partnering with Technology team to ensure site and platform monitoring, support process is robust and scalable to increase site stability, security and speed
  • Drive positive financial outcomes of both existing and future Omnichannel products lines for the organization
  • Deliver and communicate the committed business case and provide senior management with the information necessary to manage the business via internal reviews
  • Use a combination of industry and technology experience to propose and lead new vendor relationships that foster growth
  • Build and promote strong partnerships between the operations Team members and various internal organizations including Omnichannel, Merchandising, internal and external Marketing, and IT
  • Identify and provide guidance to individual owners in the successful delivery of various IT related initiatives.
  • Coach the operations Team to effectively communicate across all areas of the company to both advocate and drive support for Omnichannel initiatives
  • Lead a team of effective, entrepreneurial Omnichannel operations Managers who deliver great customer experiences and consistent positive financial outcomes
  • Model the behaviors expected of all GME associates including a drive for results with a clear bias for action; high levels of maturity and professionalism; giving, receiving and responding to feedback effectively; a high service orientation; and clear commitments to diversity, inclusion, a respectful workplace, and integrity
  • Create a productive, collaborative work environment by developing a common vision, setting clear objectives, facilitating teamwork, recognizing and rewarding outstanding performance, encouraging risk tolerance, and maintaining open communications
  • Consistently demonstrate his or proficiency with relationship management, consensus building, critical thinking, risk tolerance, and creative, unconventional thinking


  • Building Strategic Working Relationships - Developing and using collaborative relationships with other senior leaders throughout the organization to build internally one’s functional reputation in pursuit of improved enterprise-level business results
  • Emotional Intelligence - Establishing and sustaining trusting relationships by accurately perceiving and interpreting one’s own and others’ emotions and behavior in the context of the political environment; leveraging insights to effectively manage one’s own responses and reactions
  • Strategy Development - Translating long-term strategic direction into mid- and short-term strategies; aligning financial and human capital based upon enterprise level resource capabilities
  • Navigating Complexity — Proactively and quickly makes sense of complex issues; responds effectively to complex and ambiguous situations; communicates complex information simply.
  • Innovation and Problem Solving — Generating innovative solutions in work situations; trying different and novel ways to deal with work problems and opportunities


  • 15 or more years of related experience required; at least 6 + years of Director level experience required
  • Accredited Master’s degree required; additional undergraduate study, certifications, and related leadership experience may be considered in substitution 
  • At least five years of relevant experience as an ecommerce director (or comparable product leadership role) in  e-Commerce, Internet Retailing required; experience in a fast-paced, consumer oriented, e-commerce retail environment preferred


  • Proficient understanding of Multichannel Commerce, mobile, web Services, and other web technologies
  • Proficient ability to translate required business outcomes into action plans and tangible deliverables
  • Expert ability to work effectively with a variety of constituents (Operations, Marketing, User Experience, Technology, Operations, Legal, etc.)
  • Proficient ability to new drive revenue growth in a B2C multi-channel environment and/or through B2B / 3rd Party distribution channels
  • Expert knowledge of effective problem solving and identifying innovative solutions, including new products
  • Experience defining and executing marketing and user research as a key dimension of product development
  • Proficient knowledge of successful website development projects: defining and communicating specifications, managing resources, leading cross-functional teams and driving toward on-time implementation
  • Proficient analytical skills, including the ability to quantitatively and qualitatively analyze product concepts, strategic opportunities and competitive threats
  • Expert ability to navigate complex environments and work with interdisciplinary teams and effectively communicate priorities, delivery expectations, risks and concerns to management
  • Expert ability to communicate effectively with others using written and spoken English including the ability to define organizational strategy well
  • Expert relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
  • Expert ability to assertively solve strategic problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Expert knowledge of employee development: talent assessment, competency-based development, motivation and reward
  • Expert ability to model consistently GME’s commitment to a respectful, diverse, inclusive, and collaborative work environment
  • Proficient understanding of change management strategy and practice
  • Proficient ability to align talent, financial resources, and processes to organizational strategies
  • Consistently demonstrates a commitment to GME policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities