ESSENTIAL FUNCTIONS 

• Oversee daily digitizing workload and allocate work effectively across in-house staff and contractors to meet SLAs. 
• Ensure all embroidery files meet brand standards, technical accuracy, and efficiency requirements prior to production handoff. 
• Monitor, track, and resolve digitizing-related issues, acting as the primary escalation point. 
• Govern logo and design approval workflows, ensuring accurate and timely status updates in shared systems. 
• Collaborate with Account Management, Preproduction, and Production teams to facilitate approvals and maintain workflow continuity. 
• Track and report on key digitizing performance metrics, including turn time, redo rates, approval aging, and contractor performance. 
• Develop, maintain, and enforce digitizing SOPs and standardized processes. 
• Lead onboarding, training, and ongoing development of Digitizing Specialists. 
• Design, automate, and maintain operational dashboards and KPI reporting, translating performance data into actionable insights that support Lean-based continuous improvement within Digitizing and provide reporting and analytical support to Preproduction and Production. 
• Lead, motivate, and develop the Digitizing team; provide coaching, feedback, and performance management. 
• Coordinate with Embroidery Leadership and HR on personnel matters including scheduling, timecard approval, hiring, and training. 
• Maintain a working knowledge of digitizing software, embellishment techniques, operating systems, and reporting tools. 
• Perform other duties as assigned. 

COMPETENCIES 

• Strong organizational and time management skills in a fast-paced production environment. 
• Demonstrated ability to communicate effectively and professionally with cross-functional teams and external partners. 
• Highly detail-oriented with a strong focus on accuracy, quality, and deadlines. 
• Ability to work independently while proactively escalating risks or challenges. 
• Strong technical understanding of embroidery digitizing concepts and workflows. 
• Advanced computer skills, including Microsoft Office (Excel, Word, Outlook) and reporting/dashboard tools (Power BI). 
• Customer-focused and entrepreneurial mindset with a commitment to service excellence and brand integrity. 

DESIRED EDUCATION AND EXPERIENCE 

• Bachelor’s Degree in business, design, analytics, or a related field preferred. 
• 3–5 years of embroidery digitizing experience, including 1–2 years in a leadership or supervisory role. 
• Proficiency in Wilcom or comparable embroidery digitizing software. 
• Experience supporting high-volume or premium apparel embroidery operations is a plus.