Sr. Web/eCommerce Operations Manager

Our Mission is to be #1 by creating a better life for our customers. At LG Electronics, we make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we offer the latest innovations to make "Life Good"! As a global leader, we strive for greatness not only in the products we make but in our people. That is why we are currently seeking the newest innovator to join our dynamic team as a Senior Web/eCommerce Operations Managerlocated in our North America head quarter office in Englewood Cliffs, NJ. This role is onsite and requires you to be in the office Monday-Friday.
Position Overview
We are seeking an experienced Sr. Web/eCommerce Operations Manager to provide hands-on leadership for the team responsible for service delivery and operations of all online and retail technology services and incident management. This role will maintain and continually improve the relationships/services between Technology and Digital Innovations Team and their partners through regular service review meetings.
As the Sr. Web/eCommerce Operations Manager, you will also be the point of escalation for any service degradation or service failure that impacts our e-commerce business.
Responsibilities

• Lead team responsible for Service Delivery and incident management
• Successful case and escalation management
• Continuous coverage for enterprise customers and growing business areas
• Proactive technical health to our customers
• Deliver ongoing support while transforming our overall approach
• Provide service availability and RCA reports on all platform services
• Work with technology leadership team to define success measures & metrics. Track defined metrics to measure success of program features/IT solution, help to analyze results and partner across the organization to develop action plans and enhancement recommendations
• Responsibilities include planning, assigning, and directing work
• Ensure adherence to IT standards and procedures, that all work meets computer systems validation requirements and software delivery process adheres to regulated SDLC, where applicable
• Stay current with emerging technical innovations & application development technologies and solutions within relevant remit
• Suggest innovations and technical/process improvements that will lead to operational efficiencies and/or automation
• Create and manage Tier-based support groups
• Lead and conduct Continuous Improvement processes through analysis of issues coming from the field.
• Provide high-quality service and deliverables.
• Build a maintain highly engaged team across multiple sites and with a matrix management relationship
• Lead and conduct processes to reduce the tickets backlog

Qualifications

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• 8 years of professional experience in web operations, including hands-on experience with web servers, databases, and networking technologies.
• Strong leadership and team management skills, with a proven ability to lead and inspire technical teams.
• Proactive, detail-oriented, and data-driven with strong experience in web operations.
• Extensive experience with web operations
• Strong experience with online e-commerce platforms, preferably Magento.
• Good knowledge of e-commerce and areas in payments, tax, authentication, pricing, stock, parcel, LMD, and subscriptions.
• Good understanding of MACH architecture, microservices-based framework, and latest React-based UI technologies.
• Strong expertise in web technologies such as HTTP, SSL/TLS, DNS, load balancers, and caching mechanisms.
• Proficiency in cloud platforms (e.g., AWS, Azure, GCP) and containerization technologies (e.g., Docker, Kubernetes).
• Experience with configuration management tools (e.g., Ansible, Puppet, Chef) and version control systems (e.g., Git).
• Familiar with Content management, asset management, product management, on-site search tools, syndication, and other related web integrations.
• Solid understanding of security practices, encryption protocols, and web application security vulnerabilities.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
• Exceptional communication skills and the ability to collaborate effectively with cross-functional teams and stakeholders.

At LG Electronics, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law or other protected traits/characteristics. Consistent with our commitment to providing equal opportunity and embracing diversity, we have implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, we believe that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take in account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. We consider geographic pay differentials in final offers. Because we operate in many geographies and have many business units across the United States, where applicable, may not reflect the specific business or geography differential that will apply to the final offer .