Senior Manager, Technical Delivery Management

About the Role

The Senior Manager, Technical Delivery Management orchestrates enterprise-level delivery across our ecommerce omnichannel platform. This role owns the org-wide delivery operating model — standards, governance, tooling, budgets, staffing, and KPIs — and shapes platform architecture and technical delivery vision in partnership with engineering and product leadership. The ideal candidate is a strategic thinker with a bias for action, a track record of building high-performing delivery organizations, and the credibility to drive an enterprise-wide culture of operational excellence.

Projects

This role leads delivery of high-impact initiatives shaping the future of our ecommerce omnichannel platform — both net-new innovation and critical platform enhancements — keeping the business competitive, responsive, and customer-focused.

Responsibilities

• Delivery Leadership
  • Lead org-wide delivery across ecommerce platforms, ensuring business outcomes, scalability, and performance across multiple concurrent programs.
  • Establish org-wide delivery metrics and reporting standards, driving measurable, data-led improvement rather than reactive firefighting.
  • Serve as the escalation point for enterprise-level delivery risk, defining the org's risk management strategy rather than managing risk program-by-program.
• Standards & Governance
  • Define and implement delivery standards, governance frameworks, and tooling strategy adopted across the entire TDM function — not just a single portfolio or team.
  • Own the org-wide delivery governance model (RAID, escalation paths, delivery artifacts), setting the benchmark other teams are measured against.
  • Define the org's technology and tooling roadmap, evaluating platform and delivery tooling investments with a clear business case.
• Financial Ownership
  • Own budget strategy at the org level — headcount, tooling, contractor spend — tracking against plan and driving measurable cost efficiency and ROI improvement.
  • Own workforce planning and capacity modeling across the TDM organization, ensuring resourcing is proactively aligned to portfolio demand rather than reactively filled.
• Partnerships & Stakeholders
  • Partner with product and engineering leadership to align roadmaps, resourcing, and cross-team dependencies at the enterprise level.
  • Represent Technical Delivery Management at executive forums and steering committees, shaping the executive agenda and building organizational credibility for the function.
  • Define the strategy-to-execution operating model that connects business strategy to delivery plans across the portfolio.
• People Management
  • Directly manage and develop a team of Technical Delivery Managers, setting clear expectations, conducting regular 1:1s and performance reviews, and owning hiring, onboarding, and performance management decisions for the team.
  • Balance day-to-day people leadership — workload distribution, career development, performance issues — with the org-wide capability-building work below.
• Culture & Talent Development
  • Build the org-wide TDM capability pipeline: define hiring strategy, onboarding standards, and succession planning for future delivery leaders.
  • Design and own the org-wide coaching and mentoring framework for Delivery Managers, driving cohort-level capability growth, not just individual feedback.
  • Own the TDM Community of Practice strategy, setting the agenda and measuring its impact on delivery maturity across teams.
• Strategic & Technical Decision-Making
  • Define the org-wide technical delivery vision, credibly guiding architecture and platform evolution decisions in business context.
  • Drive an org-wide, data-driven delivery culture — decisions grounded in delivery KPIs and portfolio health data, not anecdote.
  • Translate business strategy into an executable, portfolio-wide roadmap and delivery framework.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business Administration, or related field.
• 10+ years of experience in technical delivery management or program management, ideally in a digital or ecommerce environment, including experience managing managers (not just individual contributors).
• 3+ years of direct people management experience, including hiring, performance management, and career development of Technical Delivery Managers and/or Business Analysts.
• Demonstrated track record building and scaling high-performing delivery organizations, leading matrixed groups through influence.
• Certifications in Agile, Scrum, or PMP preferred.
• QSR experience preferred.

Skills

• Technical Proficiency: Guides architectural decisions and drives platform evolution across ecommerce initiatives.
• Delivery Standards & Governance: Establishes org-wide frameworks, tools, and metrics for consistent, predictable execution — the benchmark other programs are measured against.
• Business Acumen: Connects delivery outcomes to business strategy and product priorities at the portfolio level.
• Financial Acumen: Owns budget strategy, tracks ROI, and optimizes org-wide resource allocation for maximum value.
• Leadership & Mentorship: Directly manages and develops a team of TDMs and BAs while building capability pipelines and succession plans for future delivery leaders; designs coaching frameworks, not just delivers coaching.
• Decision-Making: Uses portfolio-level data to balance speed, quality, and risk, enabling organizational agility.

Values

• Everyone Belongs: We believe connectedness and belonging are the essential ingredients to our success.
• Do the Right Thing: We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult.
• People First: To craft positive experiences for our customers, we take care of each other first.
• Innovate to Win: We champion and challenge for a better way in all we do.
• Have Fun: We find joy, create meaningful impact and celebrate the journey together.

Core Competencies

• Customer Centric: We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence.
• Results Driven: We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges.
• Continuous Improvement: We champion for better through strategic risk taking, experimentation and challenging the status quo.
• Bias for Action: We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry.
• Winning Together: We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity.