DTC Operations & Support Leader - Hybrid/Remote

Ralph Lauren; New York (NY); On-site; USD 150,550 - 165,000; Full time

Job summary

Ralph Lauren in New York, NY is seeking a Sr. Manager DTC Operations & Support to own the global ecommerce operations and support stack, coordinating with IT, development teams, and business partners to ensure smooth online commerce execution.

The role leads a team of 6+ analysts, overseeing incident management, production releases, and KPI reporting while maintaining comprehensive documentation and strict adherence to SLAs.

Qualifications

• Bachelor's degree or equivalent in Computer Science, Information Systems, Project Management, Information Technology Management, or a related field.
• At least 5 years of experience in a similar role.
• Hands-on technical development, software quality assurance, or infrastructure experience.
• Experience managing a team of 5+ members.
• Understanding of the ecommerce business model, including fulfillment/shipping, customer service, user experience, and promotions planning.
• Experience interacting with internal business teams at various levels of the organization.
• Experience managing multiple clients, vendors, or projects.
• Strong teamwork skills and ability to partner with stakeholders inside and outside of IT as well as vendors and other external entities.

Responsibilities

• 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.
• Manage and provide training to a team of 6+ analysts.
• Lead complex technical issue triage and 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.
• Act as 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 for both support processes and system availability.
• Manage shift and on-call team calendar and provide incident management escalation and communication for all production support incidents.
• Create and 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.

Skills

Leadership & team mgmt

Stakeholder management

Incident management

Team management

Ecommerce ops

Cross-functional collaboration

Education

Bachelor's degree in CS/IS/PM/IT Management or related field

Job description

Ralph Lauren in New York, NY is seeking a Sr. Manager DTC Operations & Support to own the global ecommerce operations and support stack, coordinating with IT, development teams, and business partners to ensure smooth online commerce execution.

The role leads a team of 6+ analysts, overseeing incident management, production releases, and KPI reporting while maintaining comprehensive documentation and strict adherence to SLAs.