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:
  • Revenue forecasting
  • Channel performance analytics
  • Market share analysis 
  • Inventory reporting
  • Adoption reporting
  • Sell-through reporting
  • Creation and preparation of executive dashboards for leading indicators including KPI development and reporting 
  • Lead annual and long-range channel planning in partnership with Finance, including revenue plans, operating budgets, investment priorities, scenario modeling, risks and opportunities, and performance against plan.

Team Leadership & Management

• Lead and develop a team supporting channel operations, partner management, marketplace activities, digital distribution, eCommerce, and contractor support.
• Establish performance measures, operating plans, and reporting that provide visibility into channel results, risks, and growth opportunities.
• Serve as the primary HLP business leader for channel commerce and distribution activities.

Other Duties

• Performs other duties as assigned.
• Participates in special projects supporting channel expansion, digital commerce growth, marketplace optimization, partner governance, and strategic business initiatives.

Job Qualifications

• Bachelor's degree in Business, Marketing, Operations, Commerce, or related field required; MBA preferred.
• 10+ years in channel management, eCommerce, distribution, marketplace operations, commercial operations, or related leadership roles; experience managing reseller, retail, marketplace, digital content, or eCommerce channels preferred.
• Strong understanding of channel strategy, marketplace management, digital commerce, partner ecosystems, commercial terms, and accounts receivable risk management. Experience with Amazon, eCommerce platforms, and digital distribution models preferred.
• Proven ability to lead teams, influence senior stakeholders, negotiate with partners, manage cross-functional initiatives, and balance growth objectives with financial and operational controls.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Compensation range listed is based on primary location of the position.  Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. 

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.