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sr. Manager Ecommerce Technology Support

Country : USA USA

State : California

County : San Francisco County

Town : San Francisco

Category : Sales

Contract type : Permanent

Availability : Full time

Job description

Job Description Summary
Levi Strauss & Co. is seeking talent for our Brand & Commercial IT Support team. We are looking for a technically capable individual to lead our eCommerce technology support. This management level role will lead the IT support of our eCommerce platform. This role is a hands-on position which requires extensive technical leadership, service provider oversight and business relationship management. Hybris platform and Manhattan OMS expertise is mandatory with at least 5 years of hands on configuration, implementation and support experience. The candidate should be flexible, knowledgeable, and be able to manage and deliver projects with external vendors or be involved hands on.
Key Responsibilities
- Expected breakdown of responsibilities.
- 60% Technical Subject Matter Expertise
- 20% Vendor Management
- 20% Stakeholder Management
- Provide technical subject matter expertise and thought leadership for our eCommerce platform including.
- Hybris Platform
- Manhattan OMS
- Working in a Dev Ops model.
- Experience implementing alert monitoring for both Hybris and Manhattan.
- ..
- Develop and nurture effective stakeholder management including Business and IT leadership.
- Lead the resolution eCommerce related technology incidents including collaborating cross functionally with partner IT and business teams.
- Lead our vendor managed support teams by providing subject matter expertise for complex technical problems.
- Drive automated / self-service solutions to decrease the incident resolution times for our customers.
- Lead the transition of new Omni capabilities into our IT support teams and provide continuous oversight to ensure our providers are delivering high quality IT services.
- Provide oversight for our third-party support providers to ensure they are meeting both SLA and customer satisfaction requirements.
- Conduct regular incident reviews to identify reoccurring problems and lead the implementation of permanent long-term solutions.
- Conduct regular meetings with our business operations and retail teams to ensure customer satisfaction and identify opportunities and pain points.
- Ensure all cross-system interfaces are implemented Fit4Support including monitoring and alerting to allow IT to proactively solve error conditions.
- Ability to communicate complex issues & solutions in simple business language.
- Exceptional Communication skills, written and verbal.Desired Skills and Experience
- 7+ Years total experience eCommerce support.
- 5+ Years of experience with vendor relationship management
- 3+ Years of experience supporting Omni channel
- Strong technical hands-on experience with eCommerce and Omni channel applications
- Leadership skills, experience/in-depth knowledge of business operations and systems requirements processes.
- Experience explaining complex IT issues in everyday language the business can understand.
- Bachelor's degree in Computer Science, or appropriate combination of education and experience.
- Excellent client facing and presentation skills.
- Committed to a high level of customer service to internal clients.
- Self-reliance and capability for independent work; able to work well in a team
- Willing to continue to learn as technology changes
- Logical and analytical approach to solving problems.EOE M/F/Disability/Vets
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