Jobs at Ashley Digital

Manages high-risk, complex customer escalations from initial contact through resolution across phone, chat, and email. Evaluates customer, legal, financial, operational, and reputational risks; prepares executive and regulatory communications; coordinates with Legal, Finance, and cross-functional teams; and exercises independent judgment on exceptions and reimbursements. Identifies root causes, recurring trends, and process improvements while using AI tools to improve resolution efficiency and customer retention.

Create and edit high-volume static and video advertising for Newton Baby and other bedding brands across Meta, TikTok, and YouTube. Transform UGC and creator footage into polished ad variants, execute rapid iterations, organize and QA assets, build reusable templates, and maintain brand consistency. Collaborate with creatives, copywriters, directors, growth teams, and media buyers to produce performance-focused DTC advertising.

Leads merchandising and brand management across a multi-brand e-commerce portfolio. Owns assortment strategy, pricing, promotions, product content, catalog quality, margin governance, product marketing alignment, and new product development. Builds a unified, analytics-driven merchandising function; establishes operating processes and decision rights; manages product roadmaps and launches; partners with finance, sourcing, manufacturing, marketing, creative, technology, and operations to improve profitability, conversion, SKU productivity, and portfolio growth.

Creates performance-driven creative for paid social, YouTube, demand generation, email, and CTV campaigns. Develops video and image advertising assets, collaborates with growth and marketing teams, manages creative workflows, iterates rapidly based on testing, monitors industry trends, and maintains brand consistency while optimizing creative performance in a fast-paced e-commerce environment.

Lead CTV media buying and programmatic strategy across Ashley’s furniture and mattress brands. Optimize campaigns, budgets, CPMs, audience targeting, and frequency to drive online conversions and in-store sales. Manage publisher, streaming platform, ad exchange, and DSP relationships; negotiate Deal IDs and PMP agreements; oversee attribution, incrementality testing, clean-room analysis, impression deduplication, and offline conversion measurement. Partner with data science and creative teams to improve performance, unify fragmented vendor data, and achieve ROAS targets.

Own long-term workforce planning and capacity strategy across Customer Success channels. Develop forecasts, staffing models, scenario analyses, dashboards, and labor investment recommendations. Analyze staffing, productivity, occupancy, shrinkage, service levels, and automation impacts. Partner with Customer Success, AI, Data, Finance, Talent Acquisition, BPO providers, and senior leadership to guide hiring, budgeting, headcount planning, and operational improvements through data-driven insights.

Lead end-to-end performance of customer-facing conversational AI and knowledge base. Design, test, and optimize AI conversations, define intents and success metrics, analyze KPIs, maintain enterprise knowledge, run continuous improvement using analytics and experimentation, and partner cross-functionally to improve CX and business outcomes.