DTC Ecommerce Ops & Insights Specialist

Job Type

Full time

PetSafe Brands, formerly known as Radio Systems Corporation, is headquartered in Knoxville, TN. It has been named “The Marble City” and "Scruffy City", names we have embraced for our unique charm. We are the home of 1982 World’s Fair and we boast of 21 craft breweries around the city (click here for the Ale Trail). If you like to hike or camp, visit the Great Smokey Mountain National Park. Take your pick of outdoor activities from walking, tubing, running, or biking in our Urban Wilderness. Knox County has an amazing public-school system, no state income tax, low property taxes and cost of living. We host Music and Shakespeare on the Square as well as Family Movie Nights on the Square during the summer months in downtown Knoxville.

Our Company: PetSafe Brands is the world leader in pet products through our family of brands:Pet Safe® Brand, Sport DOG® Brand, Invisible Fence® Brand, Kurgo and Premier Pet. Pet Safe® Brand makes every product from leashes and harnesses to water fountains and and litter boxes. We have an ambitious goal of touching over 21 million pets, people, and communities around the world each year. We serve a broad range of pet owners from providing the hunter the best gear for a successful hunt to accommodating the “Not-So-Crazy Cat Lady” with all the entertaining toys and effective solutions she could ever imagine. We do this by creating a culture of enthusiasm, resilience, adaptability, and teamwork every day in the office. We work hard to be our community’s employer of choice as we all live our purpose: We exist to unleash freedom for pet parents by keeping their pets happy, healthy and safe. 

Summary of Position:

The DTC Ecommerce Operations & Insights Specialist keeps technical and commercial work moving from intake through completion and turns complex DTC data into clear actions. This person is equal parts hands-on project driver, data analyst, and ecommerce operator. They build workback plans, coordinate owners and dependencies, complete detailed execution and cleanup, analyze GA4, Tableau, and Shopify data, and use approved AI tools such as ChatGPT and Claude to accelerate analysis, synthesis, documentation, and repeatable workflows.

This is not an additional management layer and does not attempt to recreate a dedicated data-science function. It is a high-impact individual-contributor role designed to provide the technical project discipline, analytical capability, and hands-on operational follow-through needed to remove bottlenecks and create more capacity for channel owners to focus on strategy.

Core Responsibilities

1. Technical Project Management & Hands-On Operations

• Own assigned technical and digital projects from intake through close, creating clear scope, requirements, workback plans, owners, milestones, dependencies, risks, decisions, and acceptance criteria.
• Drive working sessions, follow-ups, status reporting, and handoffs so blockers are surfaced early, owners stay accountable, and work reaches a complete resolution.
• Take on the unglamorous but essential 'elbow grease' work, including data cleanup, tracker maintenance, requirements reconciliation, platform configuration, tagging, testing, QA, documentation, and issue triage.
• Translate business, marketing, and technical needs into actionable tasks and coordinate delivery across ecommerce, CRM/lifecycle, SEO, Brand, Category, Creative, analytics, technology, and external partners.
• Build repeatable workflows, project templates, checklists, standard operating procedures, and decision logs that reduce rework and improve delivery consistency.

2. Data Analysis, Tableau & AI-Enabled Insights

• Build, maintain, and improve trusted Tableau dashboards and reporting views that connect GA4, Shopify, CRM, retention, and other DTC data sources.
• Analyze digital and commercial performance, including traffic, conversion, average order value, promotions, product and category trends, retention, repeat purchase, lifetime value, onsite behavior, and customer segments.
• Use approved AI tools such as ChatGPT and Claude to explore data exports, identify patterns or anomalies, assist with formulas and queries, summarize findings, create documentation, and streamline repeatable analytical work.
• Validate AI-generated outputs and underlying data before use, protect confidential or customer information, document assumptions, and clearly separate verified findings from directional hypotheses.
• Reconcile inconsistent sources, maintain metric definitions, investigate data-quality issues, and translate findings into concise recommendations and next actions for channel and business owners.

3. DTC Ecommerce & Shopify Operations

• Work comfortably within Shopify or Shopify Plus and supporting ecommerce platforms to execute approved product, collection, merchandising, promotional, navigation, content, and site-experience updates.
• Support DTC campaigns from intake through launch by gathering product and offer requirements, preparing briefs and assets, coordinating dependencies, and completing platform production work.
• Own detailed pre-launch and post-launch QA across products, pricing, promotions, creative, copy, links, tracking, mobile responsiveness, analytics, and the end-to-end customer experience.
• Understand how Shopify data and ecommerce events flow into GA4, Tableau, CRM, and other reporting systems; partner with technical teams to investigate breaks or discrepancies.
• Apply a strong understanding of DTC economics and customer behavior when prioritizing work, evaluating results, and recommending improvements.

4. Measurement, Testing & Continuous Improvement

• Partner with stakeholders to define goals, KPIs, data requirements, measurement plans, and post-launch readouts before work goes live.
• Improve tracking consistency through disciplined UTM and link taxonomy, tagging requirements, documentation, QA, and dashboard governance.
• Support structured testing and maintain a prioritized improvement backlog; produce recurring readouts that explain what happened, why it matters, and what the team should do next.

Role Boundaries & Decision Rights

The specialist owns delivery and analysis within agreed guardrails while preserving the strategic authority of existing channel and functional owners.

• CRM/lifecycle, ecommerce, SEO, and other channel owners retain strategy, prioritization, governance, and final channel decisions.
• This role can independently manage assigned projects, execute approved work, produce analysis, recommend actions, and coordinate delivery within agreed guardrails.
• Material changes to strategy, offers, customer experience, brand direction, or roadmap priorities require approval from the appropriate owner.
• AI tools must be used within company-approved security, privacy, and data-handling standards; outputs must be validated rather than accepted at face value.
• This is a hybrid ecommerce operator with technical project and analytics capabilities - not a people manager, a narrowly defined PMO coordinator, a data engineer, an AI engineer, or a replacement for enterprise data science.

Qualifications & Experience

Required

• 3+ years of experience spanning DTC ecommerce operations, technical or digital project management, business intelligence, digital analytics, or a closely related field.
• Demonstrated hands-on project-management experience, including requirements gathering, workback planning, task ownership, dependencies, risk and issue management, status communication, QA, and project closure.
• Strong Google Analytics 4 skills, including acquisition analysis, events and conversions, funnels, segmentation, exploration reports, campaign measurement, and basic troubleshooting.
• Hands-on Tableau experience building, maintaining, or improving dashboards and data views, plus strong Excel or Google Sheets skills for analysis and data cleanup.
• Working knowledge of Shopify or Shopify Plus, including the admin environment, product and collection structure, promotions, merchandising, content publishing, and ecommerce data flows.
• Practical experience using ChatGPT, Claude, or comparable generative-AI tools for data analysis, synthesis, documentation, troubleshooting, or workflow efficiency, with sound judgment around validation and data privacy.
• Understanding of DTC metrics and economics, including traffic, conversion rate, average order value, revenue, retention, repeat purchase, lifetime value, and promotional performance.
• Excellent organization, curiosity, follow-through, and written and verbal communication, with a collaborative, low-ego willingness to do both strategic thinking and detailed execution.

Preferred

• Experience in a multi-brand, multi-region, or high-SKU ecommerce environment.
• Experience with Klaviyo, Sanity, Algolia, Recharge, Triple Whale, or comparable CRM, CMS, search, subscription, and attribution platforms.
• Working knowledge of SQL, data connectors, APIs, automation tools, or basic data-model concepts used to support Tableau and ecommerce reporting.
• Experience with Jira, Asana, Smartsheet, Monday.com, or comparable project-management tools and operating cadences.
• Familiarity with cohort analysis, promotional incrementality, digital experimentation, link tagging, campaign taxonomy, and responsible AI-enabled workflow design.

Measures of Success

• Technical and digital projects move from intake to completion with clear ownership, dependable status, fewer blockers, and less rework.
• The recurring 'elbow grease' backlog - cleanup, tagging, QA, documentation, dashboard maintenance, and follow-up - is completed consistently rather than accumulating.
• The team has trusted, regularly used Tableau dashboards and consistent definitions for core DTC performance metrics.
• GA4, Shopify, and campaign analyses produce clear recommendations that influence prioritization, testing, and commercial decisions.
• AI-enabled analysis and documentation improve speed and capacity without reducing accuracy, judgment, privacy, or quality control.
• Shopify changes, campaigns, promotions, and site initiatives launch accurately and on time, with stronger measurement and post-launch follow-through.
• Channel owners regain measurable capacity for strategy because technical coordination, detailed execution, and analysis are reliably supported.

#LI-TS1

BENEFITS:

Working for PetSafe Brands definitely has its benefits. We offer a collaborative and creative team-oriented work environment where we encourage you to take risks to learn and grow! We offer a competitive benefits package including medical, dental, vision, and 401K match. In addition we offer a rich wellness program which includes an onsite health clinic, workout facility and of course, we encourage you to bring your dog to work, which is our whole reason for what we do!

PetSafe Brands is dedicated to offering equal employment opportunity for all teammates and fostering a work environment free of discrimination and harassment. At PetSafe Brand, our teammates are our greatest strength. We strive to build a workforce as diverse as the customers we serve by hiring great people from a wide variety of backgrounds, life experiences, knowledge, self-expression and talent. We recruit and reward teammates based on capability and performance and together we are building a culture that welcomes all dimensions of an individual’s identity including race, color, gender identity or expression, sexual orientation, marital status, age, educational background, national origin or ancestry, religion, veteran status, or physical ability. We embrace these differences and the unique contributions each teammate brings not just because it is the right thing to do but because it makes our company stronger. While we are committed to creating a diverse and inclusive workplace and a culture of belonging, we recognize that we still have more work to do and a lot more to learn.