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Senior Manager, eCommerce Production Support

Date: Apr 15, 2017

Location: San Francisco, CA, US

Company: Williams-Sonoma Inc.

Requisition Number: SS-10292
Area of Interest: Information Technology
Organization: Corporate
Brand/Division: Shared Services
Position Type: Full-time


Senior Manager, eCommerce Production Support

Williams-Sonoma Inc. is seeking a talented and passionate individual to lead the production support of our industry leading eCommerce sites. You will own level 2 and level 3 production support of our six branded websites: Williams-Sonoma, Mark and Graham, Pottery Barn, PB Teen, PB Kids, and West Elm. These are 24x7 shopping sites that drive a significant portion of our revenue, so experience managing round the clock support teams is a must.


* Oversee and coordinate level 2 and 3 support of our eCommerce web sites
* Oversee and coordinate support of our content management systems
* Oversee and coordinate support of our enterprise services
* Coordinate periodic (currently monthly) releases of those products with our brand partners
* Proactively monitor the production environment and configure dashboards to facilitate monitoring by our executives and technical leaders
* Manage relationships and coordinate work between different teams in multiple locations
* Maintain appropriate disaster-recovery and business continuity plans for all systems owned by the eCommerce organization
* Drive continuous improvement in our support practice
* Respond with a high sense of urgency when we have an outage; act as the point of contact for problem resolution and communicate status with leadership
* Attract, select and retain critical talent for the team
* Provide clear, specific goals to the team and communicate performance feedback regularly through 1-1 meetings and performance reviews
* Coach team members in key job-related skills
* Work as a member of the engineering leadership team in reducing our time-to-market and increasing the quality of our deliveries
* Coach our development teams on producing a supportable product



* Bachelor's degree in Information Technology, related field or equivalent experience
* Typically requires minimum of 10 + years of related work experience
* 3-5 years' experience managing a complex production support environment
* Proficiency working in a complex technical environment
* Excellent verbal and written communication skills
* Demonstrated leadership experience
* Technical knowledge of Web Application or SaaS technologies


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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