Sr. director, business operations

For A Better You At iHerb, we believe that living a healthy and balanced life should be easy and accessible to everyone. As a team member, we’ll empower you to live this promise each day as you make a truly global impact in your career. We constantly strive for innovation, while transforming and improving the online shopping experience for our customers. We believe that individually we are incredible, but when we come together, our growth is infinite. In an industry that is constantly evolving, we are on a mission to make an impact on the global market, and the individual and collaborative efforts of our people are paramount to helping us succeed. Whether you work in one of our logistics centers, technology hubs, corporate offices or even from home, your role at iHerb will take you beyond what’s expected, turning challenge into change. If you're ready for it, we want you to join our team. Get started now.

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.

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Compensation:

The expected salary range for this role is $260,000.00 - $285,000.00 USD. The actual base pay offered will be determined by factors such as the candidate's relevant experience, education, geographic location, and internal equity. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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 staffingvendors@iherb.com. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization. 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.