The Duckhorn Portfolio · 17 hours ago
Manager, DTC Marketing Technology Operations
United States
Full-time
Remote
Mid, Senior Level
$87K/yr - $97K/yr
3+ years expThe Duckhorn Portfolio is North America's premier luxury wine company, and they are seeking a Manager, DTC Marketing Technology Operations. This role is responsible for ensuring the operational effectiveness of the customer-facing technology ecosystem, including various platforms such as Shopify and Klaviyo, while collaborating with multiple teams to enhance the direct-to-consumer processes.
ManufacturingRetailWine And SpiritsWinery
Responsibilities
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
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
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
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)
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
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
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
Qualification
Required
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
Benefits
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.
Company
The Duckhorn Portfolio
The Duckhorn Portfolio is a wine producer firm that offers services for events, birthday parties, and restaurants.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Robert Hanson
Chief Executive Officer
Enrique Morgan
EVP Chief Sales Officer
Recent News
2025-12-17
SeekingAlpha
2024-05-27
Company data provided by crunchbase