Director, Digital Operations

Logistics, Shipping & Operations

Results-driven digital operations director with 10 years of experience leading teams across several functions needed to publish thousands of products to a luxury fashion website. Accomplished team builder, successfully leading a 75 member team in many locations, completing multiple operational functions. Committed to continuous improvement through physical layout and process implementations.

CAREER HIGHLIGHTS
Team Building: Successfully & repeatedly launched new teams including 5 operations teams in Bangalore, India
Platform Migrations: Led the migrations of 6 website platforms, ensuring a seamless transition for internal teams and external customers
Financials: Responsible for creating & adhering to budgets for full time, freelance & temporary associates and 3rd party services, as well as the capital expenses needed to run a fully operational photo studio
Project Lead: Launched multiple flagship goals for saksoff5th.com: added categories and refinements for 40K saksoff5th.com post platform migration; launched DSCO Commerce Hub implementation to increase dropship penetration from 8% on saksoff5th.com to 13% of customer choices; launched a luxury pre-owned business on-site, generating 10% sell through one week post launch for $90K demand

? Supervise teams consisting of up to 75 full-time employees and up to 15 temporary employees, supporting three websites under HBC Digital: lordandtaylor.com, saksoff5th.com, gilt.com
? Leader of team members in multiple locations including the US, India & Ireland
? Yearly new products published across all banners consists of 755K new items in 982K colors, comprised of 4.9M separate SKUs
? Launched a new Product Editing team after functions for this team ceased in New York corporate offices
? Launched 5 teams remotely in our Bangalore office to support the digital Image Editing, Product Copy, Item Set Up, Dropship & Sample Management functions, meeting the target goal 95% accuracy and 65K+ products/85K colors per year
? Manage an onsite photo studio responsible for shooting product page imagery, editorial photography for emails and editing all imagery for product pages
? Perform regular competitive & SEO analysis to update and maintain site standards for both product page imagery and product copy, while ensuring that saksoff5th.com, gilt.com & lordandtaylor.com maintained a well merchandised, error free website experience for their unique customer base
? Maintain relationships between senior leadership with life-cycle teams, as well as off site merchandising partners to ensure timely publication and accurate assorting
? Point of contact and liaison between marketing, finance, product, merchants, planning, IT, operations, customer service, fulfillment center and additional Supply Chain teams while actively launching new initiatives, projects and improvements between all teams
? Create and maintain a yearly budget of $6 million for Payroll & Non-Payroll Digital Operations team expenses, inclusive of 3rd Party Image Editing & Product Copy, Freelance Photographers & increasing full-time associates to meet growth expectations of the websites
? Analyze team needs and set priorities to maximize productivity and reach daily goals, including meeting deadlines for launches including, but not limited to: Black Friday, Cyber Monday, Friends & Family
? Perform regular Kaizen events at the physical studio location to continuously drive improvements to productivity, throughput and accuracy, driving top line growth through improved operations

? Launched a new Item Set Up & Copy team in Pennsylvania when Tennessee location closed, consisting of 6 associates and 2 copywriters for a new banner in the Pottsville location
? Migrated saksoff5th.com to a new platform, from IMT to PIM/Blue Martini, in tandem with the physical relocation to Pottsville, Pennsylvania
? Worked with cross-functional partners in the Pottsville studio to establish SOP and implement workflow standards for saksoff5th.com product to be shot on location
? Partnered with New York corporate teams to establish new site merchandising guidelines to be used on the new platform, as well as with the SEO team to ensure copywriters provided best customer focused product copy
? Assigned categories and refinements to 40K saksoff5th.com products post platform migration when this data did not migrate from the previous platform
? Performed quarterly re-evaluations of site standards for site merchandising and product copy standards, partnered with NY teams to update and coordinate changes on Off 5th website

Senior Manager, Item Set Up & Product Copy

? Managed a team of 4 associates responsible for publishing items and writing product copy to lordandtaylor.com and thebay.com, and managed a team of 2-4 product copywriters responsible for adhering to site standards
? Developed, implemented and continuously re-evaluated product copy standards to ensure consistency on both websites, and made fast-paced changes to emerging trends
? Merchandised and refined all products onsite to ensure correct placement and easiest customer shopping experience, and led a team of item set up associates to do the same
? Analyzed sales by trend and category and adjusted sequencing on the website to maximize sales
? Ensured an error free and customer friendly website for all items published to lordandtaylor.com and thebay.com
? Worked closely with the distribution center leadership to improve processes for correcting customer service issues and incorrect order returns
? Served as an escalation point for the item set up team responsible for publishing products to the websites, the product copy team responsible for the detailed descriptions on product copy pages, and also served as point of contact for merchant teams and vendor complaints for issues regarding the websites

Manager, Item Set Up & Product Copy

? Managed thirteen direct reports, including one senior product coordinator and twelve product coordinators across all areas of business for thebay.com
? Partnered with senior leadership to launch an on-site photo studio by developing processes for the product onboarding team, as well as for the studio, and developed  protocols and trackers to ensure all items were processed with the SOP
? Interviewed potential new hires for the product onboarding team for thebay.com
? Trained new and existing product coordinators, acting as a subject matter expert for standards and best practices
? Served as a second level escalation point for product coordinator workflow issues, questions or concerns
? Created an additional detailed and thorough 50+ page User Manual for RFS Extension, used in the training of new hires for both lordandtaylor.com and thebay.com
? Worked closely with the distribution center to execute bin checks for customer service issues, as well as to ensure a customer friendly and accurate website

Assistant Manager, Product Onboarding

? Served as a first level escalation point for all product coordinator workflow issues, questions and concerns, and escalated to management if necessary to ensure management reamined informed
? Implemented all essential tracking for our outside partners including photo studio, vendors, merchants, call center and distribution center
? Led the migration to a new platform for thebay.com from iCongo to RFS Extension, using learnings from the first migration for lordandtaylor.com
? Created and implemented a new RFS Extension user guide post system migration, and trained associates on the product onboarding team
? Completed all responsibilities of product coordinator outlined below

Senior Product Coordinator, Product Onboarding

? Taught between 25-30 high school students mathematics on a day-to-day basis while substituting for classroom teachers
? Covered between six and eight 45 minute classes throughout the day
? Followed detailed lesson plans left by classroom teacher to ensure standards and goals are met

Substitute Teacher

? Received assets, both image and copy, from either an outside vendor or 3rd party Photo Studio to publish products on both thebay.com and lordandtaylor.com
? Onboarded products in a variety of divisions, including home, luggage, men's clothing, furnishings and shoes, private and specialty brands, women's ready to wear
? Partnered with both internal merchants and outside vendors to ensure all products allocated to websites  were live prior to inventory arriving, troubleshooting issues with all partners ensuring a customer friendly and error free website
? Led the migration to a new system platform for lordandtaylor.com from iCongo to RFS Extension
? Partnered closely with the distribution center to execute bin checks for customer service issues, correcting all errors and issues identified on the website

Product Coordinator, Product Onboarding

? Assisted customers by directing them to the items and answering any questions regarding policy and inventory
? Properly completed transactions to ensure customer satisfaction while adhering to company policy

Sales Associate

? Provided daily care for  10-14 elderly residents, ensuring their safety, comfort and needs were met during an 8 hour shift
? Worked under the strict guidance of nurses to ensure quality healthcare for all residents

Certified Nurse's Assistant

Find out detailed information about Mickayla McHale, Director, Digital Operations in Forest City, PA

Mickayla McHale: Director, Digital Operations in Forest City, PA

Mickayla McHale