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Vice President, Digital & Customer
About the Position
- Department: Commercial
- Reports to: Chief Commercial Officer
- Team you'll lead: Product, Design, Member Insights, and Loyalty Manager
- Location: Watertown, MA (hybrid)
- Base Salary: $265,000 - $300,000
Role Overview
As VP, Digital & Customer, you own how members experience ButcherBox online and how the team behind that experience works. You'll lead Product, Web Development, UX, Loyalty, and Insights. We need someone who can see where this category is headed and still wants to open the admin themselves, someone just as comfortable living in member data and insight, turning what members actually want into how we show up for them, from the loyalty program to Concierge. This is a builder's seat and a member advocate's seat at once. And the real measure of the role is the team: whether the people you lead build like you do. We're looking for a multiplier, someone with the vision to set direction and the builder's instinct to teach the whole team to relentlessly test, tweak, and improve.
Why now? We hold more first-party member data than anyone else in our category, and the replatforming gives us more room to build on it: an opening to define what agentic commerce looks like for our customers and for ButcherBox. We're also taking more of a stance on our brand, and this role helps bring it to life across the experience. And we just entered retail, which means building out what a connected experience looks like across channels for the first time. This role gets to help shape all three.
You'll report to the Chief Commercial Officer, sit on company Leadership Team & the extended Commercial leadership team, and connect Digital, Marketing, Merchandising, and Member Experience.
What You'll Own
- Manage multiple teams and shape team culture by setting the vision and behavioral standards for leadership — modeling, coaching, and developing talent aligned to our values and operating principles.
- Build and sustain a high-performing team across Digital Product, Web/App Development, UX, and Member Insights through modeling, coaching, and talent development, and build a culture that treats relentless testing and improvement as core roadmap work.
- Serve as a visible leader on the Commercial leadership team — and, as this role grows toward SVP scope, represent ButcherBox externally with strategic partners and in the market.
- Coach Product Managers toward outcome ownership and technical curiosity (comfort in the admin, in the data, in the experiment), while also being able to coordinate the work via project management.
- Own creation & execution of the digital roadmap end to end: design it with Technology and stakeholders around the org, communicate the plan and its tradeoffs clearly to the executive team, and hold the team to it — reporting progress against commitments and resetting openly when priorities shift.
Digital Product & Platform
- Lead the design, optimization, and evolution of the site around customer needs, revenue growth, usability, accessibility, and conversion. Done with a bias toward shipping and testing over specifying and delegating.
- Partner with Technology, Marketing, Supply Chain Ops, and Business Ops to keep the platform aligned to strategic priorities and brand standards.
- Own the shift that's already begun: PMs should be seen as builders, strategists in their space, and cross-functional partners. We're building toward an adaptable, continuous-improvement culture.
- Set the bar for experimentation: what gets tested, how fast, and how results get applied for the future. Champion a culture of insight-driven iteration over insight-driven planning documents.
- Lead change management across Product, Engineering, and Operations as we build toward a more autonomous, experiment-driven way of working.
Member Insights & Loyalty
- Serve as the leader for member-centric design thinking across the organization, ensuring member insight and feedback inform strategic decisions company-wide.
- Translate member insights into actions that deepen engagement and loyalty, online and in how we talk to members directly.
- Own the loyalty program strategy, and lead Concierge and related member-service initiatives in partnership with the Customer Service leader.
- Develop and execute a strategy for understanding member behavior, preferences, and trends across channels, in service of company and department goals.
What You'll Bring
- 8+ years in digital product / ecommerce / member experience leadership in a consumer company, ideally in DTC or subscription
- Personally technical: comfortable in the admin, in experimentation tooling, in the data, and excited by agentic commerce — someone who leads through hands-on building.
- Has managed and led a team and operates as a strategic voice in the room.
- Proven change-management chops: has led a team or function through a real operating-model shift and can point to how they brought other departments along, not just their own team.
- Comfortable making high-stakes calls that shape company direction, and credible partnering with C-level executives — this role sits close enough to that altitude that the person needs to be ready for it.
Our Values
We are a mission-driven company and strive to embody our values in every step of the process. ButcherBox is driven by relentless improvement, accountability, humility, and customer obsession. We want our workplace to be one of growth and learning where everyone can be safe/comfortable to show up as their authentic self to work. Anyone who loves our products and goals is welcome here! We are proud to be an equal opportunity employer aspiring to incite positive change in the pastures, the fulfillment centers, the office, and the world.
- Health: medical, dental, vision, and life insurance, an employer-funded HSA, and short & long-term disability benefits
- Financial: 401(k) with generous employer match
- Annual bonus based on company performance
- Time off: unlimited paid time off policy, 20 weeks parental leave, an executive team that encourages a good work/life balance
- Personal growth: Annual Learning & Development stipend, and access to a range of personal and professional coaching solutions through BetterUp
- Food: a free Custom Classic ButcherBox each month and weekly lunch reimbursement
- Other: reimbursement for wellness activities, an exceptional EAP, fertility benefits, life insurance and more
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