Freebird

Account Manager

• Scale Creator Partnerships
• Build and launch a multi tiered creator program (tiering, rate cards, test plans)
• Secure and activate 50+ high impact creators across TikTok, YouTube, Instagram, and podcasts
• Expand Affiliate and Social Commerce Program
• Build and launch a publisher + influencer affiliate program with tiered commission structures
• Drive at least 20% of total partnership revenue through affiliate channels within 12 months
• Fully own TikTok Shop P&L (assortment, pricing, promos, seeding, livestreams, reviews)
• Achieve channel level profitability within payback window (CPA, iROAS, MER)
• Build and activate a network of 200+ TikTok Shop affiliates/creators within 12 months
• Revenue & ROI Targets
• Hit partnership revenue targets set with Growth leadership
• Maintain detailed partner scorecards (CPC, CTR, CVR, AOV, refund rate, LTV)
• Deliver a meaningful share of Freebird new customer growth via partnerships
• Systems & Processes
• Implement scalable workflows and tools to manage 200–300 active creators with fewer than 2 FTEs
• Ensure brand safety, FTC compliance, whitelisting/spark ad rights, and licensing enforcement with zero violations
• Cross Functional Integration
• Collaborate with Creative, Product, and Marketing on briefing, content review, and campaign launches
• Ensure at least 90% of partnership campaigns launch on time and align with brand messaging

Director of Partnerships

Customer Support

• Manage and support a team of 20+ agents and 2 Team Leads, fostering accountability and engagement
• Provide coaching, feedback, and development opportunities that drive performance
• Partner with Team Leads to identify training needs and implement PIPs when necessary
• Help build and manage a QA program with clear scorecards, consistent audits, and actionable coaching
• Ensure weekly QA reviews are completed for all agents, and calibrations are completed for Team Leads
• Spot recurring issues and collaborate across teams to address root causes
• Partner with the Director of Customer Support to refine support processes, document SOPs, and maintain accurate knowledge bases
• Implement new Gorgias flows, macros, and automation to improve efficiency
• Lead projects such as ongoing training programs, automation improvements, streamlining for returns and warranty, and additional as they arise.
• Optimize support processes using the resources at hand, while staying flexible in a rapidly evolving environment.
• Own scheduling (with TL support), ensuring full coverage and SLA adherence
• Monitor productivity, track ticket backlogs, and adjust staffing during peak periods
• Report weekly on SLA performance, volume trends, and workload balance
• Serve as the escalation point for complex or high-priority tickets, including outreach to low reviews and product ratings.
• Resolve issues with empathy and professionalism, ensuring customer trust and satisfaction

Customer Support Manager

Product Designer

• Own and elevate the end-to-end digital customer journey at Freebird.
• Own and optimize the core funnel experience (hero/offer, landing pages, checkout, subscription flows).
• Translate customer insights + business data into testable UX and offer strategies.
• Partner with CRO Manager to design and test radically different LP/offer frameworks.
• Constantly improve CVR, first-order contribution margin, and LTV through better flows, messaging, and design.
• Create a lightweight design system that balances speed of testing with consistency and brand elevation.
• Establish best practices for funnel UX, trust signals, messaging hierarchy, and visual consistency.
• Elevate Freebird’s digital creative direction to build customer trust and premium brand perception.
• Rapidly design and ship new landing page and funnel variants in collaboration with CRO and Dev.
• Use Figma and prototyping tools to move from concept → test → live quickly.
• Apply A/B testing frameworks and ensure results are statistically valid.
• Balance conversion performance with transparency, compliance, and trust-building.
• Start as a hands-on design leader (player/coach) and hire and lead a small team over time.
• Build a culture of experimentation, speed, and customer-first design and mentor team members.

Director of UX and Product Design

Copywriter

Direct-Response Copywriter, Growth and Landing Pages

Ecommerce

• Freebird is a fast-growing DTC brand transforming grooming and shaving with innovative products, bold marketing, and a relentless focus on customer experience.
• We’ve scaled to 9-figures in revenue through performance-driven growth, but now we’re building the next layer of leadership to take our digital experience, CRO, and site operations to the next level.
• We are looking for a Director or Sr. Director of eCommerce & Digital Experience to own the entire Freebird digital product and web ecosystem—from conversion funnels and user flows to site operations and international expansion.
• This role blends eCommerce strategy, CRO experimentation, UX design, merchandising, and business impact into one.
• What You’ll Do
• Website & Digital Product Leadership
• Own the website and digital product strategy, aligning design, UX/UI, CRO, and site operations with business goals.
• Lead the development and execution of a conversion-optimized, premium-feeling shopping experience that builds trust and drives measurable impact (CVR, AOV, RPV, CAC, LTV).
• Partner cross-functionally with Growth, Creative, and Operations to ensure the site is the centerpiece of our acquisition and retention efforts.
• Conversion Rate Optimization & UX
• Lead a high-velocity CRO experimentation program—from rapid iterative tests to large-scale funnel redesigns.
• Direct the CRO Strategist to generate and prioritize impactful test ideas, balancing quick wins with big swing bets.
• Ensure every customer journey is seamless, high-converting, and premium, blending storytelling, merchandising, and offer strategy.
• Translate consumer psychology, data insights, and creative direction into actionable UX improvements.
• Team Leadership & Execution
• Manage and mentor a team of CRO strategists, UX/UI designers, copywriters, developers, and project managers.
• Build scalable systems and workflows that enable rapid design, testing, and iteration without sacrificing quality.
• Drive alignment between creative, paid media, and product teams to ensure cohesive funnels and messaging.
• Site Operations & Technology
• Own all site operations and backend ecosystem: Shopify Plus, subscription management, apps, integrations, and analytics.
• Evaluate and implement tools, partners, and processes that improve speed, scalability, and data-driven decision-making.
• Oversee site performance, uptime, QA, and technical excellence.
• Global Expansion
• Spearhead international expansion through Shopify Markets—launching into new English-speaking geographies, then localizing experiences for non-English markets.
• Develop strategies for localized offers, merchandising, and site experiences to maximize global adoption.

Director of Partnerships

Customer Support Manager

Director of UX and Product Design

Direct-Response Copywriter, Growth and Landing Pages

VP of eCommerce & Digital Experience