Manager, DTC Marketing Technology Operations at Duckhorn Wine Company

, , United States -

Full Time

Start Date

Immediate

Expiry Date

01 May, 26

Salary

0.0

Posted On

01 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ecommerce Operations, MarTech, CRM, DTC Technology, Shopify, WineHub, Data Flows, Integrations, Troubleshooting, Communication, Organization, Detail-Oriented, Solutions-Focused, Customer Experience, Workflow Stability, Personalization, Automation

Industry

Beverage Manufacturing

Description

The Duckhorn Portfolio is North America's premier luxury wine company, with eleven wineries, ten state-of-the-art winemaking facilities, five tasting rooms and over 2,200 coveted acres of vineyards spanning 37 Estate properties. Established in 1976, when vintners Dan and Margaret Duckhorn founded Napa Valley's Duckhorn Vineyards, today, our portfolio features some of North America's most revered wineries, including Duckhorn Vineyards, Decoy, Kosta Browne, Sonoma-Cutrer, Goldeneye, Calera, Greenwing, Paraduxx, Migration, Canvasback and Postmark. Sourcing grapes from our own Estate vineyards and fine growers in Napa Valley, Sonoma County, Anderson Valley, California's North and Central coasts, Oregon and Washington State, we offer a curated and comprehensive portfolio of acclaimed luxury wines with price points ranging from $20 to $230 across more than 15 varietals. Our wines are available throughout the United States, on five continents, and in more than 50 countries around the world. The Manager, DTC Marketing Technology Operations serves as the operational owner of Duckhorn’s customer-facing technology ecosystem. This role ensures that Shopify, WineHub, Klaviyo, Gorgias, Tock integrations, payments infrastructure, and connected apps work reliably for customers and internal teams across ecommerce, wine club, tasting rooms, and customer support. This is a hands-on operational role focused on system performance, data integrity, issue resolution, workflow enablement, and the continuous improvement of everyday DTC processes. This position works closely with IT, Finance, Membership, Tasting Rooms, Creative/Marketing, and external vendors to keep platforms stable, integrated, and aligned with business needs. This is a remote position with occasional travel to our Napa office required. What we will ask you to do: Platform Ownership & Daily Operations * Serve as the day-to-day operational owner of Shopify, WineHub, Klaviyo, Gorgias, Tock integrations, and related plugins/apps. * Monitor system performance, checkout health, order flow, customer support trends, and other indicators impacting revenue and customer experience. * Own operational QA for new features, releases, and enhancements before deployment. * Maintain system hygiene, user access, admin roles, and configuration updates across brands/sites. Issue Resolution & Data Integrity * Lead investigation and resolution of customer- and revenue-impacting issues (checkout errors, order failures, inventory sync problems, account login issues, WineHub discrepancies). * Support Finance with reconciliation troubleshooting across payments, refunds, tax rules, and reporting inconsistencies. Enhancement Prioritization & Roadmap Coordination * Partner with DTC business owners to capture system needs and translate them into clear requirements. * Evaluate business value, urgency, and operational impact to support prioritization of enhancements. * Collaborate with IT and vendors on solution design, integration considerations, and implementation sequencing. Cross-Functional Support for DTC Operations * Support Membership in club processing readiness, exception handling, release preparation, and customer account workflows. * Assist Ecommerce and Hospitality teams with operational readiness for promotions, seasonal spikes, new site features, and campaign launches. * Help ensure compliance-related system updates are implemented accurately (shipping, tax, age verification, privacy). Vendor & Partner Coordination * Serve as the primary operational liaison for WineHub, Shopify partners, Klaviyo, Gorgias, Tock, analytics vendors, and development agencies. * Manage ticket routing, escalation, and communication to ensure issues are resolved promptly. * Track SLAs and vendor performance in partnership with IT and DTC leadership. Training, Documentation & Enablement * Develop internal guides, workflows, and checklists for DTC teams including club runs, releases, promotions, reconciliation, and new feature adoption. * Deliver training sessions to ensure staff are confident using systems and tools. Continuous Improvement & Future Capabilities Support * Identify operational gaps or inefficiencies and recommend improvements that enhance customer experience and internal workflow stability. * Partner with lifecycle marketing and digital teams to support testing and adopting personalization, segmentation, and automation features within Klaviyo and other tools. What you will need: * 3–5+ years in ecommerce operations, MarTech, CRM, or DTC technology roles; wine or luxury retail experience preferred. * Hands-on experience with Shopify and an understanding of multi-site, multi-brand environments. * Familiarity with WineHub or other subscription/club management platforms. * Knowledge of data flows, integrations, APIs, and reconciliation workflows. * Strong troubleshooting skills with an ability to identify patterns and root causes across multiple systems. * Clear communicator who can translate between technical and non-technical teams. * Highly organized, detail-oriented, and comfortable managing competing priorities in a fast-moving environment. * A steady, solutions-focused mindset during high-volume or seasonal periods. * Passion for modern commerce and interest in exploring future-state capabilities across MarTech, personalization, and agentic commerce. What we will provide: * Health benefits for you and your family, including medical/dental/vision (with a competitively priced employee contribution to premium), and disability, life, & pet insurance. * Paid time off and 11 paid holidays. * 401(k) plan where we invest 10% of your wages every year for your retirement at no cost to you, subject to management discretion. * A diverse team of coworkers that care about each other in a fun, exciting work environment. * A company that promotes from within, provides great training and a generous tuition reimbursement program.

Responsibilities

The Manager, DTC Marketing Technology Operations is responsible for the operational ownership of Duckhorn’s customer-facing technology ecosystem, ensuring system performance and issue resolution. This role involves collaboration with various teams to maintain platform stability and enhance DTC processes.