Digital Operations Manager

Seattle Washington
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 10 days ago
CEO Pledge
Job Description
Who We Are: Brooks is a team of passionate people united by a desire to do meaningful work, lead healthy lives and make a difference. We share a focused mission: to inspire everyone to run and be active. That’s it. No distractions—it’s all about the run. Through science, creativity, service, authenticity and connection, we obsess over delivering the best running gear on the planet. We do it our way, with our unique spirit, with a goal of being more relevant to runners than any other brand, day after day and mile after mile. We are determined to innovate, challenging ourselves to lead thought at every turn. Inside these walls and on the roads, tracks and trails, we live and breathe Run Happy, celebrating the positive impact running has on our lives and others. We inject it into all we do because it makes everything better, smarter, more fun and more memorable. Our company culture defines us, bonds us together and creates the conditions for success. It is lived daily as a behavioral expression of our collective set of brand values: Connect with People, Innovate for our Customer, Compete as a Team, Build Trust, Have Fun & Bring Passion, and Be Active. If you’re on our team, it means you’re part of creating something extraordinary. You’re part of Brooks. Brooks believes a run can flat out change a day, a life, the world. That’s why our purpose is to inspire everyone to run and be active. As the Digital Operations Manager you lead the team responsible for ensuring high-quality digital experiences are continually delivered across Brooks web sites globally across all devices. Your team is responsible for ongoing operational and support processes including platform management, monitoring, incident management, and release management. You develop great working relationships with internal teams and external vendors. Your work is highly cross functional, as you develop and maintain great relationships within the Digital Products team and with other groups such as Enterprise IT, Customer Service, Finance, Legal, Distribution Center, and regional eCommerce teams. You are passionate about building and bringing the vision of Brooks and the Run Happy spirit to the site. You value the active lifestyle and are excited about motivating people around you; customers, cross-functional partners and your team. Responsibilities: • Lead, direct, coach and mentor the team tasked with ongoing technical operational duties related to running the Brooks Running web sites and other digital properties • Ensure maintenance of platform components that deliver the web experience (storefront, order management, content management, fraud prevention, payment…). This includes solutions such as Salesforce Commerce Cloud, Sitecore, Kount, Cybersource, InstartLogic, Informatica, Locally, Narvar… • Build and maintain relationships with vendors that provide platform components and proactively communicate upgrade and maintenance plans. • Manage the defect and enhancement backlog and priorities for platform components. • Partner with Enterprise IT to support and maintain integrations that enable order fulfillment. • Implement support processes including team calendar, on-call rotation, incident handling, incident communication, and escalation. Collaborate with Operations Manager in Enterprise IT to align and integrate processes. • Monitor availability and performance against services levels and alert team members as needed • Provide technical expertise to business teams to ensure footwear and apparel product launches on are supported. • Regularly meet with Customer Service management to understand customer issues and to implement solutions that reduce customer contacts. • Lead holiday readiness activities across all of IT. • Manage development operations (DevOps) including code repository, build and promote to production processes. Automate and streamline development, testing and deployment of digital products. Ensure broad communication of releases to stakeholders. • Contribute to defining and continuously improving the agile development environment. • Collaborate with Digital Products (product management, development and QA) team members to ensure that new/enhanced features do not negatively impact the customer experience or operations. • Keep abreast of the latest digital trends and determine how they could influence our business and make recommendations on enhancements to our current processes. • Build a team with that will lead thought and build strong relationships with teams throughout the org. Qualifications: • Bachelor’s degree in Information Systems, or relevant major and/or Information Technology experience. • 7+ years professional experience in the consumer-facing digital/eCommerce space with maintenance, support, and operations responsibilities. • 3+ years proven success managing a team of IT professionals in a fast-paced, demanding environment. • Experience with Salesforce Commerce Cloud or similar eCommerce platform a plus. • Familiarity with service management tools such as ServiceNow. ITIL Certification a plus. • Familiarity with release management practices a plus. • Excellent collaboration, listening, and communication skills, including the ability to communicate clearly with both business and technical audiences. • Ability to identify unmet user needs; internal and external. • Solid knowledge of Internet technology and applications. • Proven ability to pull together diverse individuals with different goals. • Self-motivated individual with the ability to handle multiple projects simultaneously. • Ability to easily work well with others. • Participate as an individual project contributor as needed. • Proven ability to identify and eliminate operational inefficiencies. • A passion for the running and the active lifestyle. • International/Global experience a strong plus. • Experience with Agile Development methods is a strong plus. At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, color, national origin, gender, gender identity, the presence of a sensory, physical or mental disability, medical condition, military status, marital status, pregnancy or child birth, sexual orientation, age, genetic information, status as a victim of domestic violence, sexual assault or stalking, political ideology, or any other non-merit based factors. Apply for this job