Sr. Manager DTC Operations & Support

About the role

Act as owner for operational support status of all global ecommerce sites including related internal and third-party applications and services that support the ecommerce platform.

Responsibilities

• Manage and provide training to a team of 6+ Analysts.
• Lead complex technical issue triage.
• Collaborate with global peers in a follow-the-sun support model.
• Log, track and communicate effectively with e-Commerce development teams, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause.
• Knowledge expert for all DTC digital technical integrations.
• Own the production acceptance and release of new systems and features.
• Own and distribute daily metrics reporting to track adherence to SLAs and KPIs, both for support processes and system availability.
• Manage shift and on-call team calendar.
• Provide incident management escalation and communication for all production support incidents.
• Create/maintain operational documentation and knowledge base to streamline incident resolution.
• Maintain quality service by establishing and enforcing organizational standards.
• Demonstrate the ability to complete multiple tasks under pressure.
• Limited evening and weekend work is required.
• Part-time telecommuting permitted.

Requirements

Bachelor's degree or equivalent in Computer Science, Information Systems, Project management, Information Technology Management, or other related field, and 5 years of experience in the offered position or a related role.

Qualifications

• 5 years of experience with hands on technical experience in development, software quality assurance or infrastructure environments.
• 5 years of experience managing a team of 5+.
• 5 years of experience with ecommerce business model (including Fulfillment/Shipping needs, Customer Service, User Experience, and promotions planning).
• 5 years of experience interacting with internal business teams, at different levels of the organization.
• 5 years of experience managing multiple clients/vendors/projects.
• 5 years of experience working in a team environment.
• 5 years of experience partnering with stakeholders inside and outside of IT as well as vendors and other external entities.
• Limited evening and weekend work is required.

Pay

$150,550 - $165,000/year

Location: 601 W 26th St, New York, NY 10001