Reporting to the VP of Ecommerce, the Director of Production Support & Customer success will serve a key role in ensuring TCP’s multi-branded websites are operational and performing to the SLAs at all times. This role’s primary focus is to ensure the customer is always getting the optimal experience when interacting with the TCP websites using various channels like Desktop, Mobile and App. This role will also be responsible to ensure the right Ecommerce tools for managing, monitoring and maintaining the platform are in place and streamlining the operations to respond to various events and meet the SLA requirements. Manage the product teams for Production Support and drive Customer Service strategy and assist in onboarding the new customer service tool and execution of processes to address various customer inquiries on social channels and surveys. The role ensures the day-to-day operations of the multi-branded eCommerce websites, mobile application and overall change management.
Manage the eCommerce application to ensure it is up and running all the time in a stable state and is meeting SLA requirements
Ensure all monitoring is in place and alerts are being streamlined and acted upon to reduce customer impact
Manage the agile product teams for Prod Support and lead productivity improvement programs and preventive maintenance initiatives related to the Production Support team
Support various releases and enhancements to the production application
Responsible for driving the holiday readiness and performance of the Ecommerce site.
Responsible for setting up of the right tools for Ecommerce platform for monitoring the platform. These will include tools for user session analysis, real user monitoring, log consolidation etc.
Responsible for continuous improvement and optimization of monitoring to ensure 100% uptime of all platforms.
Partner with engineering teams to ensure infrastructure required to support new product rollouts and capacity expansions are ready well in-advance of need.
Assist in performance tuning and optimization of the eCommerce application with every new code deployment
Benchmark improve/establish, and track SOPs and SLA targets across Ecommerce operations, and technology for rapid growth.
Lead evolution of Customer Service strategy and execution of resolving customer complaints on various social channels, feedbacks and surveys
Collect, analyze and utilize key business metrics to identify issues impacting conversion and revenue objectives.
Participate in high level and low level Architectural and Technical Design sessions and reviews.
Collaborate with other enterprise architects, solution architects, security leads, developers, business partners and vendors to evaluate, design, or review enterprise digital solutions and identify the operational tasks
Participate in defining new architectures and drive independent projects from an architectural standpoint.
Evaluate innovative and emerging IT technologies, trends, vendors, and best practices for applicability and propose for usage within group when appropriate.
Foster a culture of innovation in an environment that requires high levels of adaptability, scalability, reliability and security.
Create the Digital ecosystem “to-be” technology footprint, develop roadmap and phased transition approach.
Provide recommendations and solution that work for all applications within the Digital portfolio, with a primary focus on the Ecommerce space.
Improvement of existing architecture frameworks in order to define, design and implement simplified, standards-based, service-oriented IT architectures.
Optimization of logical and physical architecture approaches through an understanding of evolving business needs and technology capabilities.
Provide expert advice on industry and Digital architecture and solution trends in analyzing and planning current and future IT needs and guidance on complex architecture challenges.
Creation and communication of documented standards and practices regarding development, application instrumentation, integration and architecture to enable hybrid cloud and elastic-scaling system deployments.
Education and Experience:
Bachelor’s Degree or the equivalent required
12+ years of previous related work experience required
6-8 years of previous experience with Digital solutions and eCommerce applications
Experience with Responsive front-end applications built using React, Angular, NodeJS etc
Experience with a Microservices based architecture in a multi tired Ecommerce landscape for desktop and mobile
Experience with API design using frameworks such as MuleSoft, APIGee, RESTEasy or JAX-RS
Knowledge of IBM WebSphere Commerce or another Ecommerce platform like Oracle Commerce (ATG)
Knowledge of Content Management Systems (CMS) and Digital Asset Management systems (DAM)
Understanding of container strategies and ecosystems such as Docker, Kubernetes
Cloud Deployment Experience
Knowledge of Manhattan DOM or another Order Management System
Expert knowledge and experience with application architectures and design (SOA, SOAP, REST, Gang of Four)
Experience on Real User Monitoring tools like Soasta Mpulse, Dynatrace
Experience on session analysis tools like Tealeaf, QuantumMetric
Experience on Application Monitoring Tools like NewRelic, AppDynamics
Experience in handling performance optimizations and holiday readiness for a large-scale online retailer
Experience in Log Consolidation tools like Splunk, Sumologic, LogLogic
Knowledge of Akamai CDN and leveraging tools like Luna Control Center to manage cache configurations, redirects
Skills and Behaviors:
Strong troubleshooting skills and passion to resolve customer issues
Proven ability as a strategic thinker with the ability to assess the current state against the target start and provide the big picture, future vision.
Knowledge of the retail business for which the enterprise architecture is being developed
Interpersonal and leadership skills including influencing, collaborating, facilitating, and negotiating skills
Ability to explain complex technical issues in a way that varying IT and Business Teams may understand
Comprehensive knowledge of hardware, software, application, and systems engineering
Proven customer service delivery capabilities
Knowledge of IT Governance and Operations
Project and program management planning and organizational skills
Knowledge of financial modeling as it pertains to IT investment
Strong written and verbal communication skills
Ability to demonstrate time management and prioritization skills
Professional experience managing projects and development with agile software development methodologies, automated testing, and shared services design.
Experience with cloud technologies, providers and application design considerations.
Demonstration of knowledge pertaining to IT Security best practices and integration with application authorization and access.