Senior Manager, Digital & Third Party Delivery - Eataly Corporate

Job description

The Senior Manager, Digital and Third-Party Delivery leads the strategy, execution, and scaling of Eataly’s off-premise digital commerce and delivery operations. You will own the growth and operational health of our digital ordering platforms—including direct channels and 3rd-party marketplaces (DoorDash, Uber Eats, Instacart, etc.)—ensuring seamless customer experiences and maximum unit profitability across all store locations. This includes oversight of our Grocery Retail and Restaurant/QSR delivery programs. Acting as the connective tissue between E-Commerce, Technology, Marketing, Operations, and Store Teams, you will establish standard operating procedures, optimize platform performance, and expand our digital reach. Marketplace & Vendor Management: Own relationships, contract terms, commission structures, and service level agreements (SLAs) with 3rd-party delivery service providers (DSPs). Off-Premise Strategy & Growth: Drive digital sales volume, average order value (AOV), and conversion rates through marketplace merchandising, sponsored listings, and promotional campaigns. Fulfillment & Operations Excellence: Build and standardize in-store operational procedures for digital ordering, including picking, packing, product substitutions, handoffs, and driver wait-time reduction. Catalog & Digital Storefront Health: Oversee online catalog management, price integrity, real-time inventory availability, and product mapping across platforms. Cross-Functional Execution: Collaborate with Marketing, Tech/POS, Finance, and store teams to roll out platform enhancements, test new service models, and resolve operational bottlenecks. Performance & Data Analytics: Establish weekly and monthly KPI reporting routines tracking sales, order accuracy, missing item rates, cancellation rates, and customer satisfaction metrics to drive root-cause fixes. Change Management & Training: Develop training materials and field guidance to assist store managers and franchise/store teams with digital adoption and operational adherence. Experience: 5+ years in digital commerce, off-premise strategy, product operations, or marketplace management within retail, QSR, or hospitality. Platform Expertise: Deep knowledge of 3rd-party aggregator ecosystems (DoorDash, Uber Eats, Instacart, Grubhub) and middleware integrations (e.g., Olo, Toast, Square, NCR Voyix). Operations Mindset: Hands-on understanding of retail store operations, order management systems (OMS), inventory workflows, and driver logistics. Data-Driven: Advanced analytical and financial acumen; proficient with Excel, SQL, or BI tools to turn data into business decisions. Leadership & Influence: Proven ability to manage cross-functional partners and field teams without direct authority in a multi-unit environment. Education: Bachelor’s degree in Business, Supply Chain, Technology, Operations, or related field (or equivalent experience). Job Requirements: Ability to work in a hybrid office environment with regular store visits. Travel up to 15–20% to Eataly store locations and partner sites as needed. Annual Salary Range: $125,000 - $135,000 Benefits and Perks Medical, Dental, Vision Insurance Paid Time Off Paid Parental Leave 401K with match or RRSP Bonus program Free family meal daily Discounts at Eataly Classes on products and Italian cuisine Referral bonus program and more! Eataly is an equal employment opportunity employer. It is the Company’s policy to not unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, religion, national origin, age, disability or any other characteristic made unlawful to consider by applicable federal, state, or local laws. Eataly also prohibits harassment of applicants and employees based on any of these protected categories. It is also Eataly’s policy to comply with all applicable federal, state and local laws regarding consideration of unemployment status, salary history, credit/bankruptcy history and criminal background/conviction history in making hiring decisions. If contacted for an employment opportunity, please advise Human Resources if you require accommodation. Eataly is the world’s largest artisanal Italian food and beverage marketplace! Eataly is not a chain; each Eataly is different, with its own character and own theme – but all with the same aim... for our guests to: EAT authentic Italian food at our restaurants, cafés and to-go counters SHOP a selection of high-quality Italian, local and homemade products LEARN through our classes and our team’s product knowledge