Job SummaryThe Senior Manager, Technical Delivery Management orchestrates enterprise-level delivery across our ecommerce omnichannel platform. This role owns the org-wide delivery operating model - standards, governance, tooling, budgets, staffing, and KPIs - and shapes platform architecture and technical delivery vision in partnership with engineering and product leadership. The ideal candidate is a strategic thinker with a bias for action, a track record of building high-performing delivery organizations, and the credibility to drive an enterprise-wide culture of operational excellence.
Projects You Will Work OnThis role leads delivery of high-impact initiatives shaping the future of our ecommerce omnichannel platform - both net-new innovation and critical platform enhancements - keeping the business competitive, responsive, and customer-focused.
Duties and ResponsibilitiesDelivery Leadership- Lead org-wide delivery across ecommerce platforms, ensuring business outcomes, scalability, and performance across multiple concurrent programs.
- Establish org-wide delivery metrics and reporting standards, driving measurable, data-led improvement rather than reactive firefighting.
- Serve as the escalation point for enterprise-level delivery risk, defining the org's risk management strategy rather than managing risk program-by-program.
Standards & Governance- Define and implement delivery standards, governance frameworks, and tooling strategy adopted across the entire TDM function - not just a single portfolio or team.
- Own the org-wide delivery governance model (RAID, escalation paths, delivery artifacts), setting the benchmark other teams are measured against.
- Define the org's technology and tooling roadmap, evaluating platform and delivery tooling investments with a clear business case.
Financial Ownership- Own budget strategy at the org level - headcount, tooling, contractor spend - tracking against plan and driving measurable cost efficiency and ROI improvement.
- Own workforce planning and capacity modeling across the TDM organization, ensuring resourcing is proactively aligned to portfolio demand rather than reactively filled.
Partnerships & Stakeholders- Partner with product and engineering leadership to align roadmaps, resourcing, and cross-team dependencies at the enterprise level.
- Represent Technical Delivery Management at executive forums and steering committees, shaping the executive agenda and building organizational credibility for the function.
- Define the strategy-to-execution operating model that connects business strategy to delivery plans across the portfolio.
People Management- Directly manage and develop a team of Technical Delivery Managers, setting clear expectations, conducting regular 1:1s and performance reviews, and owning hiring, onboarding, and performance management decisions for the team.
- Balance day-to-day people leadership - workload distribution, career development, performance issues - with the org-wide capability-building work below.
Culture & Talent Development- Build the org-wide TDM capability pipeline: define hiring strategy, onboarding standards, and succession planning for future delivery leaders.
- Design and own the org-wide coaching and mentoring framework for Delivery Managers, driving cohort-level capability growth, not just individual feedback.
- Own the TDM Community of Practice strategy, setting the agenda and measuring its impact on delivery maturity across teams.
Strategic & Technical Decision-Making- Define the org-wide technical delivery vision, credibly guiding architecture and platform evolution decisions in business context.
- Drive an org-wide, data-driven delivery culture - decisions grounded in delivery KPIs and portfolio health data, not anecdote.
- Translate business strategy into an executable, portfolio-wide roadmap and delivery framework.
Education, Experience & Certifications- Bachelor's degree in Computer Science, Engineering, Business Administration, or related field.
- 10+ years of experience in technical delivery management or program management, ideally in a digital or ecommerce environment, including experience managing managers (not just individual contributors).
- 3+ years of direct people management experience, including hiring, performance management, and career development of Technical Delivery Managers and/or Business Analysts.
- Demonstrated track record building and scaling high-performing delivery organizations, leading matrixed groups through influence.
- Certifications in Agile, Scrum, or PMP preferred.
- QSR experience preferred.
Functional Skills- Technical Proficiency: Guides architectural decisions and drives platform evolution across ecommerce initiatives.
- Delivery Standards & Governance: Establishes org-wide frameworks, tools, and metrics for consistent, predictable execution - the benchmark other programs are measured against.
- Business Acumen: Connects delivery outcomes to business strategy and product priorities at the portfolio level.
- Financial Acumen: Owns budget strategy, tracks ROI, and optimizes org-wide resource allocation for maximum value.
- Leadership & Mentorship: Directly manages and develops a team of TDMs and BAs while building capability pipelines and succession plans for future delivery leaders; designs coaching frameworks, not just delivers coaching.
- Decision-Making: Uses portfolio-level data to balance speed, quality, and risk, enabling organizational agility.
Our Values- EVERYONE BELONGS - We believe connectedness and belonging are the essential ingredients to our success
- DO THE RIGHT THING - We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult
- PEOPLE FIRST - To craft positive experiences for our customers, we take care of each other first
- INNOVATE TO WIN - We champion and challenge for a better way in all we do
- HAVE FUN - We find joy, create meaningful impact and celebrate the journey together
Our Core Competencies- CUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence
- RESULTS DRIVEN - We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges
- CONTINUOUS IMPROVEMENT - We champion for better through strategic risk taking, experimentation and challenging the status quo
- BIAS FOR ACTION - We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry
- WINNING TOGETHER - We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity
