E-commerce Operations & Support Manager

TechDigital Group; Phoenix (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

TechDigital Group is seeking a seasoned E-Commerce Operations & Support Manager to own the reliability, performance, and evolution of our digital commerce ecosystem. You will serve as the operational backbone between engineering, product, business stakeholders, and vendors — ensuring our platforms run without friction and that every incident is transformed into lasting improvements.

This hands-on leadership role combines technical depth with operational rigor: diagnose a production P1, chair

Qualifications

• 8+ years in e-commerce operations or platform engineering with 2+ years in leadership.
• Extensive GCP cloud operations, monitoring, incident management, and cost control.
• Experience with Shopify Plus, Salesforce Commerce Cloud, Magento/Adobe Commerce, SAP Commerce.
• ITIL v3/v4 certification preferred; ServiceNow or Jira Service Management at scale.
• Led L2 production support and incident command for outages.
• Delivered automation initiatives with measurable outcomes.

Responsibilities

• Own end-to-end operational health of e-commerce platforms (storefront, checkout, OMS, catalog, payments, integrations).
• Oversee GCP operations, reliability, cost optimization, performance and security.
• Mentor the GCP operations team and enforce SRE and cloud governance.
• Lead daily operational calls, incident triage, health checks; coordinate offshore coverage.
• Analyze incidents and performance; drive proactive fixes and improvements.
• Provide on-call support daily during business hours until offshore coverage begins.
• Participate in rotational weekend on-call schedule for platform stability.
• Partner with product and engineering to ensure runbooks and rollback plans before go-live.
• Define/enforce ITSM best practices across incident, problem, change, and request management.
• Own tooling stack: ServiceNow, Jira Service Management, PagerDuty, Datadog, Splunk.
• Lead L2 production support; triage escalations and handoffs to L3/engineering.
• Build/maintain L2 runbooks, escalation paths, knowledge bases.
• Define/track support SLAs and OLAs; report to senior stakeholders.

Skills

E-commerce domain experience

Operations experience

ITSM methodologies

GCP operations

Lead L2 production support

Automation initiatives

E-commerce platforms (Shopify Plus, SF

Education

ITIL v3/v4 certification preferred

Tools

ServiceNow

Jira Service Management

PagerDuty

Datadog

Splunk

Job description

We are looking for a seasoned E-Commerce Operations & Support Manager to own the reliability, performance, and continuous evolution of our digital commerce ecosystem. You will serve as the operational backbone between engineering, product, business stakeholders, and vendors — ensuring our platforms run without friction and that every incident, process gap, or tooling limitation is turned into a lasting improvement.

This is a hands-on leadership role for someone who thrives at the intersection of technical depth and operational rigor: someone who can diagnose a production P1 in the morning, chair an ITSM governance review in the afternoon, and ship an automation workflow by end of week.

• Own end-to-end operational health of e-commerce platforms (storefront, checkout, OMS, product catalogue, payment gateways, and third-party integrations).
• Oversee Google Cloud Platform (GCP) operations, ensuring reliability, cost optimization, performance, and security across all hosted commerce workloads.
• Supervise and mentor the GCP operations team, driving accountability, technical excellence, and adherence to SRE and cloud governance best practices.
• Lead daily operational calls (stand-ups, incident triage, health checks) and ensure smooth transition of support coverage to offshore teams.
• Perform daily analysis of incidents, trends, and platform performance, driving proactive fixes and continuous improvement.
• Provide on-call support on a daily basis (during business hours) until offshore coverage begins, ensuring no operational gaps.
• Participate in a rotational weekend on-call schedule, ensuring platform stability and timely response to critical incidents.
• Partner with product and engineering teams to ensure platform changes are operationally ready — runbooks, rollback plans, and monitoring in place before go-live.
• Define and enforce ITSM best practices across incident, problem, change, and request management for commerce operations.
• Own and evolve the tooling stack used by the support and operations team (e.g., ServiceNow, Jira Service Management, PagerDuty, Datadog, Splunk).
• Lead the L2 production support function for all e-commerce services — triaging escalations from L1, owning resolution end-to-end, and ensuring clean handoffs to L3/engineering when required.
• Build and maintain L2 runbooks, escalation paths, and knowledge-base articles to reduce time-to-resolution and enable consistent support quality.
• Define and track support SLAs and OLAs; own performance reporting to senior stakeholders.

What you need to have to be considered

• Minimum 8+ years of experience in e-commerce operations, platform engineering, or a related discipline, with at least 2 years in a lead or management capacity.
• Strong experience managing cloud operations on GCP, including monitoring, incident management, cost control, and performance tuning.
• Proven experience leading and supervising cloud/platform operations teams with hands-on involvement in critical issue resolution.
• Proven hands-on experience with major e-commerce platforms (Shopify Plus, Salesforce Commerce Cloud, Magento/Adobe Commerce, SAP Commerce, or equivalent).
• Deep working knowledge of ITSM frameworks and tooling — ITIL v3/v4 certification strongly preferred; experience operating ServiceNow or Jira Service Management at scale.
• Track record leading L2 production support teams in a commerce or high-availability environment, including incident command experience for critical outages.
• Demonstrated delivery of continuous improvement or automation initiatives with measurable operational outcomes.

Mandatory skills:

1. E-commerce domain experience
2. Operation experience/, ITSM Methodologies
3. Cloud operations on GCP/ other cloud platforms

Years of experience required: 8+