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Vice President -- Enterprise Production Support & Reliability
Williams-Sonoma
San Francisco, CA, United States
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About the team
We are a multi-location team with teams in San Francisco, Rocklin, Memphis, Brooklyn and international locations like Singapore and India. We are looking to add team members who have a true passion to leverage technology, learn and grow in a fast-paced agile environment. We are swiftly evolving into a culture of nimble decision making, small & empowered teams, customer testing and innovation.
WSI Tech is dedicated to driving major transformation and continuous growth for Williams-Sonoma, Inc. with a hyper focus on our customer and through technology innovation. Some immediate and long-term key initiatives are:
• Building industry authority on 3D visualization and its AR/VR/MR application through our recent acquisition of Outward, Inc.
• Automating and disrupting the supply chain model using Machine Learning
• Growing and expanding mobile experiences across our eight brands
Leadership and product engineering skill sets to inspire and grow our business across the enterprise are key to delivering results in the following:
• Personalized experiences and marketing program
• Intensifying customer engagement levels with our KEY loyalty initiative
• Conversational commerce
• Cloud computing
• Robotics
About the Job
This role is designed to build a single view of our system's health and monitor them actively, proactively identify issues and resolve them with aggressively defined SLA, identify problem patterns and implement process, integration and other fixes to solve any issues. This role will have a team pulled from all application areas which currently do support and operations functions.
We are looking for a leader who will make it a mission to prevent and solve customer problems, be genuinely and equally eager problem solving, on-hands work, and strategizing to not only help resolve issues at a fast pace but also build solutions to eliminate repeat issues. This is a highly critical and visible role and will report to the CTO directly.
This role has responsibility for application support and uptime across all our brands and all applications including: ecommerce, backend, supply chain, store systems, finance, HR and other enterprise systems such as merchandising, and warehouse management.
The individual in this role will partner very closely with all technology and business leaders to evolve the overall support model. An ideal candidate would be motivated to evolve this function quickly over the period of 2 years with a tight integration with delivery teams. The individual in this role will grow support into a team integrated into the overall delivery organization and would also ideally move into a tech delivery leadership role.
Responsibilities
• A highly accountable individual with hands-on approach to coach and lead teams to fix issues actively and continuously identify patterns for a larger problem solve to avoid repeat issues.
• Build urgency and accountability about customer problems and solve them quickly to minimize business loss.
• Apply technology and automation to improve monitoring, alerting and issue resolution.
• Build strong teams to have well-defined procedures, run books for triage and resolution.
• Build clearly defined and communicated SLA, issue categories, point of contact, triage & decision trees and hold teams accountable for it.
• Develop and maintain a strong and real-time feedback loop with the development teams to alert and implement on issues that could be avoided through better design, coding or monitoring.
• Drive production stability and reliability efforts throughout the year to prepare for peak volume days and key events
• Highly attentive and responsive to communication.
REQUIREMENTS AND QUALIFICATIONS
Skills and experience
• An ideal candidate should have technology delivery and production support expertise for large scale Omni-channel technology teams.
• 15+ years of total technology experience with focus on delivery, QE, planning and support.
5+ years Director and above level experience in similar functions for a sizable organization and scale.
• Technical chops to understand the architecture, systems, problems, identify patterns, suggest solutions and make right decisions.
• Experience to build, evolve and coach large teams.
• Ability to prioritize quickly and focus on them
• Coach and mentor teams for continuous improvements.
• Curiosity to learn quickly and implement it to the function.
• A Bachelor's or Master's degree in computer science or related field.
About Williams-Sonoma, Inc. Technology
Williams-Sonoma, Inc. is a multi-channel specialty retailer of products for the home. The Company operates in two segments: direct-to-customer and retail. The direct-to-customer segment has seven merchandising concepts (Williams-Sonoma, Pottery Barn, Pottery Barn Kids, PB Teen, West Elm, Rejuvenation and Mark and Graham) which sell its products through its seven e-commerce Websites and eight direct-mail catalogs. The retail segment has five merchandising concepts (Williams-Sonoma, Pottery Barn, Pottery Barn Kids, West Elm and Rejuvenation) which sells products through its retail stores.
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, or other applicable state or local laws and ordinances.