Digital E-commerce Operations Manager

Academy Sports + Outdoors; Katy (TX); On-site; USD 100,000 - 140,000; Full time

Job summary

Academy Sports + Outdoors in Katy, Texas is seeking an IT Operations Manager to oversee system enhancements and maintain 24/7 operational excellence. The role calls for extensive experience in IT management, particularly with e-commerce platforms.

Ideal candidates should have significant leadership experience, with a clear focus on customer satisfaction and operational metrics. The position promotes a culture of continual improvement and is integral to the company's IT strategy.

Qualifications

• 5+ years in IT with managerial or supervisory experience.
• 8-12 years in IT Operations and management.
• Required knowledge of Cloud Technologies and WebSphere commerce.

Responsibilities

• Manage system enhancements to the WebSphere platform.
• Develop and maintain scalable operations team.
• Build relationships with business partners to meet objectives.

Skills

Managing IT/e-commerce platforms

Technical knowledge of eCommerce

Disaster recovery protocols

Hands-on experience with enterprise firewalls

24/7 support

Structured problem solving

Great communication skills

Education

Bachelor's degree in Computer Science or relevant field

Job description

Education

• Bachelor's degree in Computer Science, Computer Engineering, Systems Engineering or relevant field of study preferred

Work Experience

• 5+ years in IT or related field with managerial or supervisory experience

Skills

• Demonstrated experience managing IT/e-commerce platforms, projects and team
• Strong technical knowledge of eCommerce, omni-channel, enterprise applications, operating systems, network and mobile POS
• Subject matter expert in planning, developing and implementing IT infrastructure, technology/network scalability, security procedures and disaster recovery protocols
• Detailed knowledge of various server operating systems, domain architecture, desktop & mobile engineering and store systems back‑office
• In-depth hands‑on experience with enterprise firewalls, online & store systems, inventory & merchandise monitoring, audit and logging applications, state‑of‑the‑art monitoring tools
• Strong technical knowledge in providing 24/7 support, including a global remote user base
• Working knowledge of IT, Security, end‑to‑end e‑commerce technologies and operations
• Strong analysis capabilities and skills in structured problem solving
• Strong program and service delivery skills
• Deep sense of urgency and ability to identify and achieve quick wins
• Ability to quickly learn new subject matter areas, assess operational maturity, establish KPIs and metrics and drive toward operational maturity
• Great communication and collaboration skills

Required Experience

• 8–12 years prior experience in IT Operations
• 8–12 years of leadership and management experience
• Required knowledge of Cloud Technologies, WebSphere commerce or ATG
• Customer advocate and relentless passion to solve issues quickly
• Experience in introducing metrics and data as a basis for operational analysis and decision‑making
• Experience in introducing operational discipline into ad‑hoc process areas; experience with data centers, process and organizational change management
• Experience in significantly and provably increasing maturity levels for IT and engineering operations processes
• Experience in working with distributed teams and processes and driving them toward high levels of operational excellence

Responsibilities

• Manage system enhancements to the WebSphere platform and supporting e‑commerce systems
• Build and maintain state‑of‑the‑art IT operations for digital/e‑commerce business
• Inculcate a daily holiday culture across the board
• Build operations team as highly data‑driven, providing quantitative metrics for each ticket and business case handling
• Build and lead a global 24/7/365 operations engineer team focused on customer service with the right competency, toolset, culture and automation, driven in an agile manner
• Develop, manage, measure, monitor and report on key operation service‑level metrics and KPIs
• Develop and maintain a scalable organization with a well‑documented roadmap, goals and objectives
• Responsible for IT operation processes to facilitate and enable IT & business teams to deliver high‑quality service
• Represent IT operations and collaborate with other departments, providing IT operation services and technology thought leadership
• Manage the planning, documentation architecture, design, implementation and support of IT operations
• Build relationships with business partners to ensure IT ops and productivity goals are understood and exceeded
• Provide executive reporting, real‑time updates to leadership, and showcase holiday readiness at all times
• Maintain customer satisfaction (internal and external) while engaging in day‑to‑day operations
• Strive for customer‑centric excellence
• Prepare budgets and team objectives
• Use service desk best practices, ITIL and problem management to drive continual process improvement culture
• Promote self‑service tools, the request catalog and the knowledge repository as mechanisms to improve end‑user satisfaction and reduce costs
• Perform trend analysis including competitors, and develop action plans for improving service timeliness, maintaining compliance & audit friendliness and reducing costs
• Stay abreast of trends in IT operations support, management, technologies, sourcing, policies, procedures and other external changes that could impact IT services

Physical Requirements & Attendance

• Acceptable level of hearing and vision to perform job duties
• Adhere to company work hours, policies, procedures and rules governing professional staff behavior

Equal Employment Opportunity

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.