Ecommerce Technical Support Manager

Levi Strauss   •  

San Francisco, CA

Industry: Retail & Consumer Goods

  •  

8 - 10 years

Posted 56 days ago

JOB DESCRIPTION


We believe that clothes — and how you make them — can make a difference.


Since 1853, we've been passionate about innovation to meet people's needs. We invented the first blue jean. And we reinvented khaki pants. We pioneered labor and environmental guidelines for our manufacturing partners. And we work to build sustainability into everything we do.


A company doesn't last 160 years by standing still. It endures by reinventing itself, striving to delight its consumers, winning in the marketplace, and by remaining true to its values. We employ more than 17,000 people around the world – supporting great brands, including Levi's®, Dockers® and Denizen®. Our employees are committed to progress, authenticity and collaboration.


Levi Strauss & Co. is looking for talent for our Direct to Consumer 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.

Provide technical expertise and expertise for our eCommerce platform including.

Hybris PlatformManhattan OMSWorking 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 digital/ecommerce 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 ecommerce teams to ensure customer satisfaction and identify opportunities and pain points.

Ensure all cross-system interfaces within Ecommerce application stack are implemented for Fit4Support including monitoring and alerting to help IT to proactively solve error conditions.

Ability to communicate complex issues & solutions in simple business language.

Exceptional Communication skills, written and verbal.

Expected breakdown of responsibilities.

60% Technical Subject Matter Expertise20% Vendor Management20% Stakeholder Management

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.