E-Commerce Support Manager

As the eCommerce Support Manager, you will be responsible for supporting Michaels eCommerce platform. This role is accountable for managing the critical incident process for urgent and business impacting incidents, ensuring customer communications, triage, 3rd party escalations, and service restoration. Responsible for owning incident and problem resolution, working collaboratively across multiple teams to identify root cause; identify, record, and resolve problems and avoid incidents.

Major Activities

• Establish, manage, and drive bridge calls with engineers, infrastructure teams, and business stakeholders. Provide directional support to team for triaging the issue and coming up with the resolution.
• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
• Identify improvement opportunities and SLA Management, Metrics / KPI development to drive a higher degree of customer satisfaction.
• Drive the problem management process, root cause identification, and tracking the root cause fixes.
• Responsible for implementing, improving, and managing Incident, Problem, Change, and other relevant ITIL-based IT Service Management (ITSM) processes for the IT organization.
• Analyze third-party and internal processes and create strategies for service delivery optimization.
• Provide guidance and direction to internal teams (Service Desk, Infrastructure teams, eComm tech teams, etc.) and third-party vendors to support the eCommerce platform.
• Collaborate with the PMO, Product teams, and other teams to ensure smooth transitional support into Service Operation of all new eComm services and products.
• Provide the stakeholders with updates regarding the business-impacting issues and the resolution plan. Follow up on the root cause resolution and communicate with the business groups of the closure.
• Partner with Tech team members to provide operations and leadership updates.
• Participate in Production Readiness, Change Management, and Operational Activities.
• Provide leadership in developing and implementing sound production control processes, operations, and best practice solutions.
• Demonstrate strategic thought process.

Other duties as assigned

Minimum Knowledge/Skills/Abilities

Minimum Education

• Bachelor's Degree or equivalent experience.

Minimum Special Certifications or Technical Skills

• ITIL (Information Technology Infrastructure Library) knowledge

Minimum Type of Experience the Job Requires

• 10+ years’ experience in a technical engineering role
• 3+ years leading Support function in a retail environment.
• Good hands-on experience with cloud environments (GCP preferred), alerts/monitoring tools, and exposure to digital technologies.
• Strong communication skills – verbal and written.
• Strong project management experience
• Strong acumen in the area of troubleshooting process and problem management
• Able to set priorities and participate in a multi-faceted team to achieve those priorities.
• Ability to handle multiple priorities in a fast-paced environment.
• Excellent time management skills – ability to track projects through established schedules.
• Ability to drive change and build relationships. Excellent interpersonal skills – able to function in a team comprised of vendors, contractors, and various Michaels internal teams.

Preferred Knowledge/Skills/Abilities

Preferred Education

• Bachelor's Degree in Computer Science, Engineering, or a related field.

Preferred Special Certifications or Technical Skills

• GCP certification or Cloud certification is preferred

#LI-LS1

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

To review a comprehensive list of benefits, please visit Michaels Benefits (MIKBenefits.com)

CO, CT, WA and RI only- To review pay ranges for the position you are applying for, please visit Michaels Pay Ranges - CO, CT, WA and RI. (MIKBenefits.com)

For 50 years, Michaels has been the best place for all things creative. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create. At Michaels, everyone has a seat at our craft table and every Team Member is encouraged to hone their craft with opportunities for personal and professional growth. From our Stores and Distribution Centers to Artistree and our Support Center, our best-in-class team is committed to delivering on our purpose to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,290 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

Job Type: Full-time

Pay: $98,555.00 - $130,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What are your salary expectations?
• This role is onsite 3 days a week, 2 days work from home. Is this okay for you?

Experience:

• ITIL: 3 years (Required)
• IT support: 3 years (Preferred)

Ability to Relocate:

• Irving, TX 75063: Relocate before starting work (Required)

Work Location: In person