Job Description

What You’ll Do

The Associate Manager, Digital Operations will support the Customer Experience & Operations function, focusing on delivering a seamless end-to-end customer journey across ABG's licensed brand portfolio. This role will serve as a primary operational contact for licensees onboarding to ABG's digital ecosystem, lead testing and quality assurance across all customer-facing touchpoints, and drive continuous improvement in day-to-day CX and digital operations. The ideal candidate is highly organized, relationship-oriented, and thrives in a fast-paced, multi-brand environment where priorities shift and processes are still being built.

Key Responsibilities:

• Serve as the primary point of contact for licensees onboarding to ABG's digital and CX ecosystem, building strong working relationships and ensuring alignment on brand standards, workflows, and operational expectations from day one.
• Conduct end-to-end customer experience testing across brand touchpoints — including checkout, post-purchase communications, returns, and customer support flows — to ensure all systems and processes are functioning as intended.
• Monitor day-to-day CX operations across owned and operated DTC businesses, liaising with customer support agencies and external partners to ensure timely, high-quality resolution of customer inquiries and escalations.
• Identify operational gaps, system issues, and process breakdowns; take initiative to escalate, document, and drive resolution in partnership with cross-functional teams.
• Track, analyze, and report on CX and operational metrics across brands, surfacing trends, root causes, and actionable recommendations to senior leadership.
• Coordinate cross-functionally with Brand, Marketing, Technology, and Operations teams to stay aligned on product launches, platform updates, and new initiatives that impact the customer experience.
• Develop and maintain internal process documentation, SOPs, and best practices to support consistency and scalability across the team and licensee base.
• Stay current on CX platform updates, digital operations trends, and industry best practices, bringing relevant insights back to the team.

Key Qualifications:

• 3–5 years of experience in digital operations, customer experience, or a related role, preferably within an eCommerce or multi-brand environment.
• Strong relationship-building and communication skills, with the ability to manage licensee and partner relationships professionally and effectively.
• Highly detail-oriented and organized, with a demonstrated ability to manage multiple workstreams, track open items, and close loops without being prompted.
• Agile and adaptable, with a proven ability to pivot quickly as priorities shift and new challenges arise.
• Curious and process-oriented mindset — someone who wants to understand how systems work and is motivated to improve them.
• Experience with CX or support platforms such as Gorgias, Zendesk, or similar tools.
• Strong analytical skills with experience tracking and reporting on key CX metrics such as CSAT, contact volume, first response time, and resolution time.
• Ability to work cross-functionally and collaborate across internal teams and external partners to drive operational excellence.
• Experience with returns platforms (e.g., Loop), eCommerce platforms (e.g., Shopify), or AI-powered support tools is a plus.
• Experience in a licensed brand, B2B, or multi-brand environment is a plus.
• Bachelor's degree preferred in Communications, Business Administration, Operations Management, or a related field; equivalent experience considered.

Primary Location Salary Range: $74,000 – $84,000