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# Sr. Manager DTC Operations & Support

- **Company:** Ralph Lauren Corporation
- **Location:** New York, NY, United States (Remote available)
- **Experience:** Expert
- **Salary:** $150,550.0 - $165,000.0
- **Contract:** Permanent contract
- **Skills:** Information Systems, Software Quality Assurance (SQA), System Availability, Information Technology
- **Published:** July 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=26803809984e3e92

## About the Role

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.

## Description

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.


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