Director, E-Commerce Ops & Site Reliability Engineering

kate spade new york•North Bergen, NJ

About The Position

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what’s possible. At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands – Coach and Kate Spade New York – was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We’re always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized. A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity. Build, manage and mentor a strong team of onsite and offshore Ecommerce support and Site Reliability engineers to support E-commerce websites on SFCC platform. Ensure system availability (Service Level Objectives, Agreement and Indictor), reliability, scalability, and performance of sites across all Tapestry brands. Ensure system availability (Service Level Objectives, Agreement and Indictor), reliability, scalability, and performance of sites across all Tapestry brands. Lead team to develop tools, automation, processes and metrics to ensure maximum reliability, uptime, and availability for our customers. Collaborate with Development, QA and other support teams to understand deployment practices and processes and work towards iteratively improving releases, scalability, availability, and cost management. Identify risks, suggest and negotiate appropriate mitigation to the risks. Provide communication and reporting to key project and business stakeholders to improve product functionality, resolve issues, and improve customer satisfaction. Provide subject matter expertise for functional and technical aspects of the Salesforce Commerce Cloud platform. Lead 24/7 Incident response to remediate urgent incidents impacting unified commerce portfolio. Drive communication & strategic planning across internal and external stakeholders to improve consumer experience related to the digital ecommerce portfolio. Escalate unresolved incidents/issues as required, maintaining ownership through resolution.

Requirements

Requires a Bachelor’s degree in ECommerce, Computer Science, or related field, or foreign equivalent
must have 5 years of experience in the job offered or related position
must have experience with the following: Experience in E-Commerce, OMS, Retail and Customer Service Systems working in a fast-moving environment solving problems at scale
Experience on SDLC using Agile or Waterfall
Experience with tools like JIRA, Confluence, Tableau, Domo, Quantum Metrics, mPulse and Rigor
Experience with 3rd party and legacy integrations for payment, tax, fraud, etc
Experience with various cloud infrastructure like AWS, Azure, Google Cloud, etc
Experience with Security, BOT attacks, IT Audit, Accessibility, GDPR, CCPA, PII, & PCI policies
Experience with Salesforce ecosystem like SFCC, SFMC, SFSC, Akamai CDN, IBM Sterling OMS or S4 or WMS
Experience with Accessibility, GDPR, PII, & PCI policies

Responsibilities

Build, manage and mentor a strong team of onsite and offshore Ecommerce support and Site Reliability engineers to support E-commerce websites on SFCC platform.
Ensure system availability (Service Level Objectives, Agreement and Indictor), reliability, scalability, and performance of sites across all Tapestry brands.
Lead team to develop tools, automation, processes and metrics to ensure maximum reliability, uptime, and availability for our customers.
Collaborate with Development, QA and other support teams to understand deployment practices and processes and work towards iteratively improving releases, scalability, availability, and cost management.
Identify risks, suggest and negotiate appropriate mitigation to the risks.
Provide communication and reporting to key project and business stakeholders to improve product functionality, resolve issues, and improve customer satisfaction.
Provide subject matter expertise for functional and technical aspects of the Salesforce Commerce Cloud platform.
Lead 24/7 Incident response to remediate urgent incidents impacting unified commerce portfolio.
Drive communication & strategic planning across internal and external stakeholders to improve consumer experience related to the digital ecommerce portfolio.
Escalate unresolved incidents/issues as required, maintaining ownership through resolution.