Director, Commerce & Channel Operations

Director, Commerce & Distribution Operations leads the strategy, governance, and operational execution of Health Learning & Practice's commerce ecosystem, spanning direct-to-consumer ecommerce, institutional commerce, retail and reseller partnerships, digital distribution programs, channel analytics, forecasting, pricing governance, and commercial operations. The role serves as the business owner for critical revenue channels and provides leadership across partner management, commerce technology, financial planning, customer experience, fulfillment strategy, and growth initiatives that collectively support the HLP commercial business. Specific commerce channels are as follows:
Shop.lww.com, and Institutional microsites using shop.lww.com technology
Amazon.com
Barnes & Noble Education
MBS
Follett
Akademos
VitalSource
Kortext
And other domestic and international reseller networks
This role partners closely across Product Management & Strategy, Sales, Marketing, Finance, Technology, Customer Experience (including service, support, fullfillment) and with external channel partners to manage key commercial relationships, partner governance, commercial terms, accounts receivables and operational execution to ensure HLP products are discoverable, accessible, and optimized for growth across the channels. This leader balances revenue growth with sound financial and operational controls, while improving sales processes and handoffs and making it easier for HLP sales teams to work with partners.
Essential Duties and Responsibilities
Product Information & Content Commerce
Manage governance and prioritization of Firebrand Product Information Management system, for supporting title acquisition (including P&L creation at title level), and distribution of product information to channel partners and ecommerce platforms for effective selling, including:
Title acquisition governance including title creation, P&L creation, cost scales, etc.
Metadata governance
Product discoverability
Feed management
Catalog quality
Product data optimization
Amazon content strategy
AI search readiness
Merchandising data quality
Channel Strategy & Growth
Develop and execute channel growth strategies, reflective of market demand, across reseller, retail, digital, marketplace, and direct channels including:
Distribution model evolution
Marketplace expansion
Channel profitability
Partner business planning
Digital distribution transformation including digital fulfillment
Go-to-market channel optimization
Channel discounting strategy and pricing governance, including future models like IA/EA, and biannual or as needed pricing updates
Partner Management, including:
Definition and adherence to commercial terms, pricing programs, discounts, partner agreements, contract governance, and channel policies in alignment with growth and profitability goals
Partnering with Finance and Sales to manage credit exposure, collections strategy, payment terms, and accounts receivable risk with retail partners, minimizing risk to WK while supporting commercial sales strategy
Partner with Finance, Sales, Supply Chain, and channel partners to manage inventory exposure, seasonal buys, returns, and demand-versus-supply risks across physical and digital channels.
Monitor partner performance, financial health, contract compliance, reporting, product availability, pricing consistency, and issue resolution.
Lead market-place anti-piracy efforts, including vendor selection, governance, and ongoing management for market anti-piracy efforts, including third-party monitoring, enforcement support, performance oversight, issue resolution, and alignment with HLP leadership to protect HLP intellectual property, revenue, and channel integrity
Digital Commerce
Owns the channel for ecommerce for Shop.lww.com, and Lippincott Direct (institutional microsites), including:
Revenue forecasting and performance
Conversion optimization
Merchandising
Customer journey improvements
SEO/AEO strategy
Ecommerce platform roadmap and prioritization
Technology and vendor governance for ecommerce including:
Commerce integrations
Third-party vendors
Business case development, ROI assessments
Commercial Analytics & Business Intelligence
For all owned channels, working with Finance partner, responsible for: