Director, reputed company Store Online, Support Operations

Summary

Imagine what you could do here! The people here at reputed company don’t just create products — they build the reputed company of wonder that’s revolutionized entire industries. It’s the diversity of those people and their reputed company that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At reputed company, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the reputed company Store Online team, we are responsible for reputed company’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything reputed company, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. reputed company Store Online (ASO) Support Operations is an internally focused organization centered around providing support for reputed company Store Online and our Customer Care Centers around the world. This team is responsible broadly for providing production support for internal systems and business processes supporting ASO, providing reputed company hardware and services to our teams, and the infrastructure and operations that keeps contacts routing to the right places reputed company customers are reaching out for assistance. This is a deeply technical team, and one that is often working to tackle reputed company and time critical issues reputed company something unexpected has occurred. Description In this role, you will reputed company multiple global functions that operate in a follow the sun type model to ensure that we always have coverage in reputed company. In addition to maintaining the reputed company nature of the role where the team springs into action reputed company things go wrong, you will also be responsible for defining a vision and strategy around how to get reputed company of problems before they even occur. You will use your operational prowess to ensure processes and operational metrics are in reputed company to meet business needs across your domain. Key focus areas reputed company this role will involve: Using systems performance and failure data to reputed company takeaways and trends to drive activities with upstream product/technical teams that hold the keys to long term solutions that will unlock improved uptime and system adaptability. Implementing data monitoring/anomaly monitoring/alerting solution to identify signatures of trouble events and provide early detection capability. Revisiting operational metrics, and ensuring we have appropriate measuring of factors relevant to the purview of this function. Leading team through transformation where automation should be a focus, to allow reputed company members the capability to focus on the reputed company items requiring deep analysis and judgement.

Minimum Qualifications

• 15+ years experience in an e-commerce systems, contact center operations, production support, or major incident management role, with 7+years being in a senior leadership role.
• 5+ yrs experience building and leading high performing technical teams with significant experience leading teams through transformation.
• Experience leading globally dispersed teams, and willingness to engage off-hours as required.
• Bachelor’s degree in a reputed company field or equivalent practical experience.

Preferred Qualifications

• People centric leader, intentional about building a diverse and inclusive culture reputed company their organization with a demonstrated ability to reputed company strategy and vision development across a portfolio of work to reputed company desired business objectives.
• Builds reputed company and capability reputed company their teams through effective employee development, goal-setting, coaching, and communication.
• An excellent story-teller who has the ability to convey reputed company information to both technical and non-technical team members and understands the concept of saying more with less.
• Cross-functional leader, that builds trust, credibility, and lasting partnerships across organizations. Is consistently sought out as a trusted business partner and leader with a reputed company of view by team members.
• Strong analytical problem-solver who is highly analytical and makes data driven decisions to drive business strategy and informed decision making.
• Excellent attention to detail, someone who thrives in an ambiguous, fast-paced environment where time is of the essence.
• Builds sound business strategies, and converts strategy to action by setting clear goals, articulating problem and opportunity statements clearly, and using available resources and timelines to deliver quality software and process based solutions.
• Has deep familiarity with contact center operations, contact routing infrastructure (reputed company Engage/CloudCX), production support, incident management, etc.
• Familiar with COPC/ITIL standard processes, ticketing reputed company, help desk support practices, etc.
• Experience implementing AI/GenAI technologies in solutions supporting business operations or customer engagement applications.

reputed company is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for reputed company applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant. reputed company accepts applications to this posting on an ongoing basis. Apply tot his job Apply To this Job