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Marketing Production Support Manager

Date: Jun 10, 2017

Location: San Francisco, CA, US

Company: Williams-Sonoma Inc.

Requisition Number: SS-10736
Area of Interest: Information Technology
Organization: Corporate
Brand/Division: Shared Services
Position Type: Full-time


Our Company

Williams-Sonoma Inc. is a company of lifestyle brands that emphasize good living and good eating. We are a People First organization that values our customers, quality craftsmanship, corporate responsibility and a healthy work/life balance. While we are well known for our amazing brands (Williams-Sonoma, Pottery Barn, Pottery Barn Kids, west elm, Rejuvenation and Mark & Graham), WSI also has one of the most sophisticated and innovative multi-channel database marketing infrastructures. Our innovations in multi-channel retail marketing have led the industry for decades and we are looking for a new leader to help take us to the next level!

About the Team

You will be a key part of the joint Marketing+Technology team that is responsible for conceptualizing, designing and implementing the customer experience and marketing data innovations that drive Williams-Sonoma Inc.'s industry leading digital business. You'll be working with amazing peers, cutting edge technologies and deep resources to help push the boundaries of multi-channel retail innovation. Don't know whether you are a technologist or a marketer? Then you're a perfect fit for our team -- we're both!

Job Description

Data is at the center of everything we do in WSI Marketing and as the Manager of Marketing Technology Production, you will play a critical role with helping to fuel our data-driven marketing programs. You will manage the Production Support team that has responsibilities for monitoring and supporting the hundreds of data applications at WSI. You will demonstrate a passion for understanding data, application and business processes and improving accuracy in order to fuel marketing analytics. You will direct the efforts of an optimization team that is responsible for identifying and implementing performance and stability improvements to our applications. You and your team will work hand-in-hand with our business teams to help move on new opportunities in days (not weeks or months) by building and automating data-oriented marketing batch jobs. You will develop relationships and will help lead WSI to the next level of marketing excellence!


This role will serve a number of critical functions in 3 areas:

Marketing Operations

* Partner with the Marketing business team to assist with their data engineering needs.
* Provide technical leadership to the business to help them achieve their goals.
* Offload complex technical workflows from the business using data integration best practices.
* Provide technology leadership for data governance initiatives.
* Define the technology roadmap for the Marketing Operations teams

Optimization & Automation

* Lead our "Optimization" team responsible for implementing performance and stability improvements to our data applications.
* Identify opportunities to optimize existing processes through automation and improved efficiency.
* Partner with the Quality Engineering team to support the production implementation of a comprehensive data quality framework.
* Support improvements in the quality of our customer data by operationalizing data profiling and quality alerts & thresholds.

Production Support

* Lead and direct the Marketing Production Support team (currently a Managed Service) -- both on-shore in San Francisco and off-shore in Manila.
* Act as the main production liaison for the Marketing business teams.
* Act as the escalation point for critical production issues.
* Provide timely updates to senior leadership on the status of critical production issues.
* Refine & optimize existing incident and change management processes.
* Drive and measure compliance with and continuous improvement against SLAs.
* Initiate automation, cross training, and other creative approaches to gain efficiencies in support resources.

* Align the delivery of support fixes & enhancements with the monthly release cadence in partnership with the Release Management team.
* Partner with engineering teams to refine the handshake process with the production support team.

* Extend our production support competency onto our emerging Hadoop/Big Data platform by adding the necessary skillsets to the support team.


* Bachelor's Degree in Computer Science, Engineering, or related field.
* Minimum 10 years of Technology experience with a focus on one or more of the following: Data Warehousing, ETL, or Data Integration.
* 2 years of management experience with a technical team including recruiting, coaching and team development.
* Proven experience leading a production support team and driving improved SLAs.
* Excellent organizational and leadership skills.
* Strong written and verbal communication skills.
* Strong background with an ETL tool such as Informatica or Ab Initio.
* Understanding of data integration best practices in data warehouse environment.
* Experience vendor management & contract review/negotiation.
* Experience with Hadoop technologies (Hive & Pig) and Python preferred.
* Experience working with Marketing Operations & Analytics teams preferred.


Williams-Sonoma, Inc. is an Equal Opportunity Employer.

Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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