Manager, Technology - ESRE Ecomm at Williams-Sonoma

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Service Operations, Platform Stability, Continuous Improvement, Team Management, Monitoring Tools, E-commerce Ecosystems, Java/J2EE, Automation, Communication Skills, Operational Excellence, Performance Evaluation, Cross-functional Coordination, Risk Assessment, Customer Experience, Technical Leadership

Industry

Retail

Description

Manager, Technology - ESRE Ecomm Job Description About the Role The Enterprise Site Reliability Engineering (ESRE) E Commerce Support Manager will lead a high-performing team responsible for ensuring the availability, reliability, performance, and operational excellence of the e-commerce ecosystem. This role oversees incident management, service operations, platform stability, continuous improvement initiatives, and cross-functional coordination with Engineering, Product, Infrastructure, and Customer Experience teams. Responsibilities • Lead day-to-day support operations for all e-commerce platforms, services, and integrations. • Own the complete incident lifecycle including identification, triage, escalation, communication, and post-incident reviews. • Ensure SLAs, SLOs, and KPIs related to uptime, latency, and platform health are consistently met. • Drive continuous service improvements through automation, tooling, and process optimization. • Manage, mentor, and develop ESRE support engineers and leads across onshore and offshore locations. • Establish a culture of ownership, accountability, operational rigor, and high performance. • Provide coaching, performance evaluations, and career development guidance. • Oversee monitoring, observability, alerting, and proactive detection of system anomalies. • Partner with Engineering and Infrastructure teams to deliver fixes, optimizations, and resiliency improvements. • Ensure readiness and execution support for peak seasons and high-traffic sale events. • Act as a liaison between Operations, Engineering, Product, Security, and business stakeholders. • Participate in roadmap reviews, launch readiness activities, risk assessments, and production deployment planning. • Communicate platform health, operational risks, and improvement plans to leadership. • Champion automation to reduce manual operations and increase team velocity. • Drive adoption of internal tools, dashboards, runbooks, self-service solutions, and operational documentation. Criteria • Bachelor’s degree in Computer Science, Engineering, or a related field. • 10+ years of experience in the IT industry. • 5+ years of experience supporting enterprise-scale Java/J2EE web applications or platform operations. • 3+ years of experience managing technical teams in a 24x7 or high-availability environment. • Strong understanding of e-commerce ecosystems including checkout, payments, catalog, order management, loyalty, and APIs. • Experience with monitoring and observability tools such as ELK/Splunk, AppDynamics/Dynatrace, Grafana, and RUM tools. • Deep expertise in incident management and operational best practices (ITIL knowledge preferred). • Ability to manage complex technical issues and lead teams effectively under pressure. • Strong verbal and written communication skills with experience presenting to senior leadership. About Us Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Today, Williams-Sonoma, Inc. is one of the United States' largest e-commerce retailers with some of the best-known and most beloved brands in home furnishings. Our family of brands includes Williams-Sonoma, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Williams-Sonoma Home, Rejuvenation, GreenRow, and Mark and Graham. We currently operate retail stores globally, and our products are available through catalogs and online worldwide. Williams-Sonoma has established a Technology Center in Pune, India to enhance its global operations. The India Technology Center serves as a critical hub for innovation and focuses on developing cutting-edge solutions in areas such as e-commerce, supply chain optimization, and customer experience management. By integrating advanced technologies such as artificial intelligence, data analytics, and machine learning, the center plays a crucial role in accelerating Williams-Sonoma’s growth and maintaining its competitive edge in the global market. Williams-Sonoma India Pvt. Ltd. Founded in 1956, Williams-Sonoma Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Today, Williams-Sonoma, Inc. is one of the United States' largest e-commerce retailers with some of the best known and most beloved brands in home furnishings. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, Pottery Barn Teens, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. We currently operate retail stores globally. Our products are also available to customers through our catalogs and online worldwide. Williams-Sonoma India sourcing office was established in 2013. We are based in Gurugram, India. We are sourcing premium products across all categories of Home Furnishing and recorded double digit year-on-year growth. We have a dynamic team of over 100 members handling versatile vendors across India, Nepal & Bangladesh. We are looking to onboard talented people and create successful professional journey.

Responsibilities

The Manager, Technology - ESRE Ecomm will lead a team to ensure the operational excellence of the e-commerce ecosystem, overseeing incident management and service operations. This role also involves driving continuous improvements and managing cross-functional coordination with various teams.