Ralph Lauren Sr. Manager DTC Operations & Support

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

Company Description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Position Overview

EMPLOYER: Ralph Lauren Corporation

TITLE: Sr. Manager DTC Operations & Support

DUTIES: 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. 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.

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

SALARY: $150,550 - $165,000/year

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