E-Commerce Operations Leader

2 weeks ago

Katy, Texas, United States Academy Sports + Outdoors Full time


Join a dynamic organization that prides itself on fostering a workplace culture centered around dedication, growth, and excellence.


This position is responsible for ensuring a secure, scalable, and high-performing infrastructure that supports continuous business operations, encompassing on-premises, hybrid, data center, and cloud environments for seamless service delivery.

Our goal is to cultivate a culture where every day feels like a celebration.

Job Overview:

Education:
A Bachelor's degree in Computer Science, Information Technology, Systems Engineering, or a related discipline is preferred.

Professional Experience:
Over 5 years of experience in IT or a related field, with a focus on managerial or supervisory roles.

Core Competencies:
Proven experience in managing IT/e-commerce platforms, projects, and teams.

Strong technical acumen in eCommerce, omni-channel strategies, enterprise applications, and operating systems, including network and mobile POS.

Expertise in planning, developing, and implementing IT infrastructure, including technology/network scalability management, security protocols, and disaster recovery strategies.

Comprehensive knowledge of various server operating systems, domain architecture, desktop & mobile engineering, and back-office store systems.

Hands-on experience with enterprise firewalls, online and store systems, inventory and merchandise monitoring, audit and logging applications, and advanced monitoring tools.

Proficient in providing 24/7 support for a global user base.

Familiarity with IT security, end-to-end eCommerce technologies, and operational processes.

Strong analytical skills and structured problem-solving abilities.

Exceptional program and service delivery capabilities.

A deep sense of urgency and a knack for identifying and achieving quick wins.


Ability to rapidly assimilate new subject matter, evaluate operational maturity, establish KPIs and metrics, and drive towards operational excellence.

Excellent communication and collaboration skills.

Required Experience

8-12 years of experience in IT Operations.

8-12 years of leadership and management experience.

Proficient knowledge of Cloud Technologies, WebSphere Commerce, or ATG.

A customer-focused mindset with a relentless drive to resolve issues promptly.

Experience in leveraging metrics and data for operational analysis and decision-making.

Experience in instilling operational discipline in previously unstructured processes. Proven experience with data centers, process management, and organizational change.

Track record of significantly enhancing maturity levels in IT and engineering operations processes.

Experience working with distributed teams and processes, driving them towards high operational standards.

Key Responsibilities:
Oversee system enhancements to the WebSphere platform and related e-commerce systems.

Establish and maintain cutting-edge IT operations for the digital/e-commerce business.

Promote a culture where every day is a celebration across the organization.

Develop a data-driven operations team that provides precise quantification for each ticket and business case.


Lead a global 24/7/365 operations engineering team focused on customer service, equipped with the right competencies, tools, culture, and an agile approach.

Design, manage, measure, monitor, and report on key operational service-level metrics and KPIs.

Develop and sustain a scalable organization with a clear roadmap, goals, and objectives.

Oversee IT operation processes that empower IT and business teams to deliver high-quality service.


Act as a representative of IT operations, collaborating with other departments to provide IT services and technology leadership.

Manage the planning, documentation, architecture, design, implementation, and support of IT operations.

Build strong relationships with business partners to ensure IT operations and productivity goals are understood and surpassed.

Deliver executive reporting and real-time updates to leadership, ensuring readiness for all operational needs.

Maintain high levels of customer satisfaction (both internal and external) while managing day-to-day operations.

Aim for excellence in customer-centric service.

Prepare budgets and establish team objectives.

Utilize service desk best practices, ITIL, and problem management to foster a culture of continuous improvement.

Encourage the use of self-service tools, request catalogs, and knowledge repositories to enhance end-user satisfaction and reduce costs.


Conduct trend analysis, including competitor assessments, and develop action plans to improve service timeliness, maintain compliance, and reduce costs.


Stay informed about trends in IT operations support, management, technologies, policies, and procedures that may impact IT services.

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