Sr. Manager DTC Operations & Support

Act as owner for operational support status of all global ecommerce sites including related internal and third-party applications and services that support the ecommerce platform. Manage and provide training to a team of 6+ Analysts. Lead complex technical issue triage. Collaborate with global peers in a follow-the-sun support model. Log, track and communicate effectively with e-Commerce development teams, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause. Knowledge expert for all DTC digital technical integrations. Own the production acceptance and release of new systems and features. Own and distribute daily metrics reporting to track adherence to SLAs and KPIs, both for support processes and system availability. Manage shift and on-call team calendar. Provide incident management escalation and communication for all production support incidents. Create/maintain operational documentation and knowledge base to streamline incident resolution. Maintain quality service by establishing and enforcing organizational standards. Demonstrate the ability to complete multiple tasks under pressure. Limited evening and weekend work is required. Part-time telecommuting permitted.

Bachelor’s degree or equivalent in Computer Science, Information Systems, Project management, Information Technology Management, or other related field, and 5 years of experience in the offered position or a related role. Requires 5 years of experience with all of the following: hands on technical experience in development, software quality assurance or infrastructure environments; managing a team of 5+; ecommerce business model (including Fulfillment/Shipping needs, Customer Service, User Experience, and promotions planning); interacting with internal business teams, at different levels of the organization; managing multiple clients/vendors/projects; working in a team environment; and partnering with stakeholders inside and outside of IT as well as vendors and other external entities. Limited evening and weekend work is required.

$150,550 - $165,000/year

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren’s reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company’s brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world’s most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.