Salesforce Technical Lead demandware SFCC

TechDigital Group; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading company in the technology sector is seeking an experienced support manager for their Salesforce Commerce Cloud platform. The ideal candidate will oversee platform operations, manage a support team, and ensure customer satisfaction through effective support processes. Strong technical skills and a background in e-commerce are essential for success in this dynamic role.

Qualifications

• Minimum of 8 years of experience in e-commerce platform support.
• Proven experience in leading and managing a support team.

Responsibilities

• Oversee day-to-day operations of the SFCC Demandware platform.
• Troubleshoot and resolve technical issues related to the platform.
• Ensure high customer satisfaction by delivering exceptional support.

Skills

Problem-Solving

Analytical Skills

Communication

Interpersonal Skills

Technical Skills

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Job description

Key Responsibilities:

1. Platform Support and Maintenance:
   • Oversee the day-to-day operations of the SFCC Demandware platform, ensuring optimal performance and uptime.
   • Troubleshoot and resolve technical issues related to the SFCC Demandware platform in a timely manner.
   • Monitor system performance and implement improvements as needed.
2. Collaboration and Communication:
   • Work closely with cross-functional teams, including development, marketing, and customer service, to ensure seamless integration and operation of the SFCC platform.
   • Communicate effectively with stakeholders to provide updates on platform status and support activities.
3. Process Compliance and Improvement:
   • Knowledge of the ITSM processes and discipline to adhere to the defined ITSM process
   • Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of the support team.
   • Develop and maintain documentation for support processes and procedures.
4. Customer Experience:
   • Ensure a high level of customer satisfaction by delivering exceptional support and service.
   • Gather and analyze customer feedback to identify areas for improvement in the platform and support processes.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 8 years of experience in e-commerce platform support, with a focus on Salesforce Commerce Cloud (Demandware).
• Proven experience in leading and managing a support team.
• Strong technical skills, including knowledge of web technologies, APIs, and integrations.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.
• Experience with project management tools and methodologies is a plus.

Preferred Qualifications:

• Salesforce Commerce Cloud (Demandware) certification.
• Experience in the manufacturing industry.