Global DTC Operations & Support Lead

BoF Careers; New York (NY); On-site; USD 151,000 - 165,000; Full time

Job summary

Ralph Lauren Corporation in New York invites an accomplished Sr. Manager DTC Operations & Support to oversee global ecommerce operations, applications, and services. You will lead a 6+ person analytics team and drive incident triage, root-cause analysis, and cross-functional collaboration.

This role focuses on production releases, SLA/KPI reporting, and maintaining operational documentation, with limited evening/weekend work and the possibility of telecommuting.

Qualifications

• Bachelor's degree in computer science or related field.
• 5 years of experience in the offered position or a related role.
• Experience with ecommerce platforms and IT management.

Responsibilities

• Own operational support for global ecommerce sites and related apps.
• Manage and train a team of 6+ Analysts.
• Lead complex technical issue triage.
• Collaborate with global peers in a follow-the-sun model.
• Coordinate with IT partners to prioritize, mitigate, resolve and report root causes.
• Own production acceptance and release of new systems.
• Distribute daily metrics tracking SLA/KPI for support and availability.
• Manage shift and on-call calendar.
• Provide incident management escalation and comms.
• Create/maintain operational docs and knowledge base.
• Maintain quality service by enforcing standards.
• Handle multiple tasks under pressure.
• Limited evening and weekend work may be required.
• Part-time telecommuting permitted.

Skills

Team leadership

Stakeholder communication

Incident management

Analytical thinking

Education

Bachelor's degree in CS/IS/IT

Job description

Ralph Lauren Corporation in New York invites an accomplished Sr. Manager DTC Operations & Support to oversee global ecommerce operations, applications, and services. You will lead a 6+ person analytics team and drive incident triage, root-cause analysis, and cross-functional collaboration.

This role focuses on production releases, SLA/KPI reporting, and maintaining operational documentation, with limited evening/weekend work and the possibility of telecommuting.