Lead Global D2C Excellence & Transformation Manager

Location: United States, San Mateo, CA Why Sony Interactive Entertainment? Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity. Head of Global D2C Transformation San Mateo, CA / Hybrid The Head of Global D2C Transformation will be responsible for leading the global Direct-to-Consumer Operations transformation agenda for PlayStation. Working in a fast-paced, highly collaborative environment, they will act as the key interface between B2C/D2C commercial teams and the Operations division of Sony Interactive Entertainment globally. Reporting into Global Operations, this role will gather, shape, prioritize, and funnel commercial and business requirements into the relevant Operations functions, ensuring that D2C activities are supported, scalable, and aligned to the global growth plan for PlayStation Direct. The Head of Global D2C Transformation will lead the growth and development program for D2C Operations, partnering with Supply Chain, Logistics, Customer Service, Planning, Finance, Technology, and regional Operations teams to improve service levels, unlock operational efficiencies, and support continued D2C expansion. What You’ll Be Doing: This senior leader will build strong relationships with global commercial, business, and operations partners to ensure D2C requirements are clearly understood, prioritized, and translated into operational plans and initiatives. Lead the global D2C Operations transformation roadmap, ensuring Operations is prepared to support PlayStation Direct growth across new markets, product categories, service models, and customer expectations. Drive operational readiness for key D2C initiatives, including PlayStation Direct geo-expansion, expansion of the D2C product range, and the development of scalable systems, processes, and capabilities. Create and present insights that identify opportunities for strategic and continuous improvement, providing commercial and business teams with initiatives they can capitalize on or use to support their own growth plans. Partner with Operations functions to improve customer service levels, operational efficiency, delivery performance, cost effectiveness, and end-to-end execution for D2C customers globally. Establish governance, forums, reporting, and performance metrics to track progress against the global D2C Operations growth plan. Key Areas of Focus: D2C Growth & Geo-Expansion Support global PlayStation Direct market expansion planning and execution. Coordinate operational requirements across regions and functions. Ensure new market launches are supported by scalable operational processes. Identify operational risks, dependencies, and opportunities linked to D2C growth. Commercial & Business Requirements Act as the central Operations intake point for D2C commercial and business requirements. Translate commercial ambitions into operational capabilities, roadmaps, and delivery plans. Prioritize requirements with stakeholders based on customer impact, growth potential, cost, complexity, and strategic value. Ensure Operations teams are aligned to D2C business priorities. Understand systems architecture of front-end commerce, payments, fraud, through post purchase, payment & audit. Operational Excellence & Service Improvement Develop systematic and operational efficiencies that improve service levels for D2C customers. Partner with Logistics, Supply Chain, Customer Service, Planning, Technology, and Finance to improve end-to-end D2C performance. Identify and remove operational barriers to D2C growth. Drive continuous improvement across processes, systems, governance, and ways of working. Insights, Strategy & Transformation Generate and present insights that highlight opportunities for growth, efficiency, and customer experience improvement. Take ownership of the D2C Operations MRP Roadmap Use data, operational performance, and business feedback to shape transformation priorities. Recommend initiatives that support commercial teams and unlock further D2C growth. Track progress, benefits, and performance against the D2C Operations transformation agenda. What We’re Looking For: 12+ years’ experience in Operations, Transformation, D2C, eCommerce, Supply Chain, Commercial Operations, or a related field. Experience working in a global matrix organization with senior commercial and operations stakeholders. Strong understanding of D2C/eCommerce business models, customer expectations, and operational requirements. Proven ability to translate commercial strategy into operational plans and delivery programs. Strong program leadership, governance, and stakeholder management skills. Excellent written, verbal, and presentation skills. Demonstrated ability to influence across functions, regions, and levels of seniority. Strong analytical capability, with experience turning data and insights into actionable recommendations. Commercial awareness and strong financial acumen. MBA or BA/BS in Business, Supply Chain, Operations, Strategy, or another related field preferred. #LI-SV1 At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location. Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location. In addition, this role is eligible for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more. The estimated base pay range for this role is listed below. $163,300 — $244,900 USD Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks. Please refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights. Equal Opportunity Statement: Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.