Senior Manager, Digital & Third Party Delivery - Eataly Corporate

Eataly is the world’s largest artisanal Italian food and beverage marketplace! Eataly is not a chain; each Eataly is different, with its own character and own theme – but all with the same aim... for our guests to:

- EAT authentic Italian food at our restaurants, cafés and to-go counters
- SHOP a selection of high-quality Italian, local and homemade products
- LEARN through our classes and our team’s product knowledge

The Senior Manager, Digital and Third-Party Delivery leads the strategy, execution, and scaling of Eataly’s off-premise digital commerce and delivery operations. You will own the growth and operational health of our digital ordering platforms—including direct channels and 3rd-party marketplaces (DoorDash, Uber Eats, Instacart, etc.)—ensuring seamless customer experiences and maximum unit profitability across all store locations. This includes oversight of our Grocery Retail and Restaurant/QSR delivery programs. Acting as the connective tissue between E-Commerce, Technology, Marketing, Operations, and Store Teams, you will establish standard operating procedures, optimize platform performance, and expand our digital reach.

Responsibilities

Marketplace & Vendor Management: Own relationships, contract terms, commission structures, and service level agreements (SLAs) with 3rd-party delivery service providers (DSPs).; Off-Premise Strategy & Growth: Drive digital sales volume, average order value (AOV), and conversion rates through marketplace merchandising, sponsored listings, and promotional campaigns.; Fulfillment & Operations Excellence: Build and standardize in-store operational procedures for digital ordering, including picking, packing, product substitutions, handoffs, and driver wait-time reduction.; Catalog & Digital Storefront Health: Oversee online catalog management, price integrity, real-time inventory availability, and product mapping across platforms.; Cross-Functional Execution: Collaborate with Marketing, Tech/POS, Finance, and store teams to roll out platform enhancements, test new service models, and resolve operational bottlenecks.; Performance & Data Analytics: Establish weekly and monthly KPI reporting routines tracking sales, order accuracy, missing item rates, cancellation rates, and customer satisfaction metrics to drive root-cause fixes.; Change Management & Training: Develop training materials and field guidance to assist store managers and franchise/store teams with digital adoption and operational adherence.

Requirements

Experience: 5+ years in digital commerce, off-premise strategy, product operations, or marketplace management within retail, QSR, or hospitality.; Platform Expertise: Deep knowledge of 3rd-party aggregator ecosystems (DoorDash, Uber Eats, Instacart, Grubhub) and middleware integrations (e.g., Olo, Toast, Square, NCR Voyix).; Operations Mindset: Hands-on understanding of retail store operations, order management systems (OMS), inventory workflows, and driver logistics.; Data-Driven: Advanced analytical and financial acumen, proficient with Excel, SQL, or BI tools to turn data into business decisions.; Leadership & Influence: Proven ability to manage cross-functional partners and field teams without direct authority in a multi-unit environment.; Education: Bachelor’s degree in Business, Supply Chain, Technology, Operations, or related field (or equivalent experience).; Ability to work in a hybrid office environment with regular store visits.; Travel up to 15–20% to Eataly store locations and partner sites as needed.

Benefits

Medical, Dental, Vision Insurance; Paid Time Off; Paid Parental Leave; 401K with match or RRSP; Bonus program; Free family meal daily; Discounts at Eataly; Classes on products and Italian cuisine; Referral bonus program; and more!