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eCommerce Technology Service Manager
Nike
Beaverton, OR, United States
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Description
As the Retail Service Manager, you will lead a team of Level 3 engineers supporting retail applications within Nike Digital Engineering. These applications include in-store point of sale systems, back of house systems, and hand-held Athlete devices. You will drive best practices, continuous improvement and operational excellence using technical acumen, a strong collaborative nature, and a strong attention to detail. This role will be critical to the successful delivery of aggressive programs dedicated to providing premium service delivery for in-store Coaches, Athletes, and ultimately our passionate consumers.
Qualifications
Responsibilities and expectations include:
• Build and lead team dedicated to providing level 3 engineering support for Nike’s retail applications. Focus on identifying areas for process enhancements and efficiency gains
• Actively work with the team to conduct deep dive investigations into systemic problems, identify root cause, and drive resolution
• Determine and report key performance indicators and metrics that effectively measure the overall health of retail applications
• Establish and maintain strong partnerships with retail technology teams – including engineering and product leaders - to drive the support team agenda and plan for both short and long term support requirements
• Provide a clear and trusted voice to the senior leadership team. You will be expected to provide timely, clear, and concise reports on all manner of incidents, including critical incidents. You will be expected to drive critical incident system restoration by partnering with many partner teams
• 4-6 years of experience working with consumer facing digital platforms/products. Experience with digital retail applications and/or knowledge of retail processes is preferred
• Experience working with Agile development organizations
• Background with ITIL is a plus
• Bachelor’s Degree in Computer Science, Engineering, IT or a related field. 2 additional years of experience in lieu of a degree