Sr. Director, Global Content & Product Operations

About this role

For A Better You

At iHerb, we believe that living a healthy and balanced life should be easy and accessible to everyone. As a team member, we’ll empower you to live this promise each day as you make a truly global impact in your career. 

We constantly strive for innovation, while transforming and improving the online shopping experience for our customers. We believe that individually we are incredible, but when we come together, our growth is infinite. In an industry that is constantly evolving, we are on a mission to make an impact on the global market, and the individual and collaborative efforts of our people are paramount to helping us succeed.

Whether you work in one of our logistics centers, technology hubs, corporate offices or even from home, your role at iHerb will take you beyond what’s expected, turning challenge into change. If you're ready for it, we want you to join our team. Get started now.

Job Summary

We are seeking a highly strategic, technology-forward Senior Director of Global Content & Product Operations to lead, scale, and modernize the digital production engines powering our global e-commerce business.

In this role, you will oversee the high-volume operational teams responsible for taking product data and customer-facing assets from inception to live-on-site globally: Content Operations, Product Content Onboarding, and Translation/Localization.

You will serve as the operational partner and "go-to" leader for our global Revenue Office, translating high-level commercial strategies, market expansions, and country-specific growth initiatives into seamless, high-velocity operational execution. The ideal candidate is a systems thinker with a passion for operational efficiency and AI enablement, leading the transition from traditional manual workflows to highly automated, AI-assisted pipelines.

Key Responsibilities 1. Operational Efficiency & Workflow Scaling • Drive Global Throughput: Oversee and scale the day-to-day operations of our core teams: Content Operations, Product Content Onboarding, and Translation/Localization.

• Standardize & Optimize: Map and re-engineer end-to-end workflows to eliminate bottlenecks, establish clear SLAs, and drastically reduce the time it takes to get product content and listings live globally.

• Performance Architecture: Build data-driven dashboards to track operational KPIs, including queue velocity, publishing accuracy, team capacity, and unit cost per asset.

2. AI Enablement & Process Modernization • Implement AI Solutions: Actively identify, pilot, and deploy AI-enabled workflows and automated tools to modernize production (e.g., utilizing LLMs for product copy generation, automated translation memory, and intelligent asset tagging).

• Modernize the Tech Stack: Partner with Product and Technology teams to optimize and integrate our Content Management Systems (CMS), Product Information Management (PIM) tools, and Translation Management Systems (TMS).

• Future-State Design: Define and execute a roadmap for next-generation, AI-assisted "human-in-the-loop" operational models that maximize team productivity.

3. Cross-Functional Pipeline Governance • Intake & Prioritization: Establish scalable operating rhythms and prioritization frameworks to manage incoming content and listing requests from Merchandising, Marketing, and other relevant teams

• Cross-Functional Alignment: Serve as the central operational bridge between commercial business goals and technical product/engineering roadmaps.

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice. Knowledge, Skills & Abilities Required • Scale-Up DNA: Proven track record of managing high-volume, digital production pipelines (content publishing, product catalog onboarding, translation bureaus).

• AI & Automation Practice: Hands-on experience identifying, testing, and deploying AI-enabled tools, automation, or machine-translation pipelines in a production environment.

• Systems Thinking: A history of turning messy, human-dependent processes into streamlined, tool-driven, and highly measurable workflows.

Preferred Experience administering or optimizing enterprise CMS, PIM, or Translation Management (TMS) platforms. Certifications or extensive practical experience in process improvement (Lean, Six Sigma, Agile).

Experience Requirements: Generally requires 12+ years of experience in Business Operations, Commercial Operations, Ecommerce Operations, Operational Strategy, or related fields

Education Requirements: Bachelor’s degree in Business, Operations, Technology, Engineering, or related field required. MBA or advanced degree preferred. Certifications or demonstrated experience in process improvement, operational transformation, AI/automation, or workflow optimization a plus

  Judgment/Reasoning Ability :  Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.  Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.   Physical Demands: The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.  Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. The Team Member may occasionally lift or move office products and supplies up to 25 pounds. Proper lifting techniques required.  Reasonable accommodations may be made to enable individuals with

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