Technical Support | Digital Operations - EMEA

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 10 days ago
CEO Pledge

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.

Your Job:

As a Technical Support Specialist / Digital Operations Engineer, you will play a key role in maintaining the smooth operation of Brooks Running’s digital presence by maintaining the European family of websites and supporting the North America (NA) website at off-peak hours. You will play a critical role in managing and refining the production support and escalation processes for the website. You will be the primary contact for EMEA support issues and lead internal teams with troubleshooting and resolving issues where able. As a satellite member of the larger Digital Products (DP) team based in North America, you will be required to troubleshoot a wide range of issues without immediate support from your peers, while maintaining the DP standards and best practices. This position will report directly to the Director, EMEA Operations and have dotted line reporting to the Digital Operations Manager in the NA DP team.

Your Responsibilities:

⏵ Lead the daily operational support, and service functions for Brooks web sites in UK, Ireland, Germany, Austria, Switzerland, France, Spain, Italy, and other countries as business expands.

⏵ Monitor, report and escalate any issues to ensure customers can shop and place orders on BrooksRunning.eu sites.

⏵ Establish and lead an operations review meeting that gives visibility into operational issues.

⏵ Act as primary technical resource to test and resolve issues on digital projects.

⏵ Coordinate with DP Operations team in NA to ensure that there is process consistency, including virtually attending NA meetings as appropriate.

⏵ Troubleshoot issues logged in Brooks ticketing system, ServiceNow; resolving or reassigning to workstreams as needed.

⏵ Help define, establish, and maintain a global support and escalation process.

⏵ Be a first responder to high severity, high impact issues on the website or supporting systems.

⏵ Perform root cause analysis and recommendations to internal partners and external vendors on fixes or updates that can be made to the website or supporting systems.

⏵ Serve as the primary liaison between Digital Products and eCommerce, IT, Customer Service, Marketing, Operations, Finance, and the Distribution Center for web-related support and desired updates.

⏵ Maintain key vendor relationships with SalesForce, Cybersource, Kount, InstartLogic, and other vendors.

⏵ Administration of user access to partner systems.

⏵ Communicate technical changes that are occurring to appropriate stakeholders.

⏵ Demonstrate innovation and initiative - identify opportunities to mature our operations and production support models for BrooksRunning.com

Qualifications:

⏵ 5+ years professional experience in the consumer-facing digital eCommerce space with a focus on operations.

⏵ Ability to learn and work with a wide array of technologies used to deliver the web site and troubleshoot issues with them. Technologies will include Salesforce Commerce Cloud, Salesforce OMS, Sitecore content management system, Cybersource payment, Kount fraud management, and integration technologies with our Infor M3 ERP.

⏵ Strong experience with SDLC DevOps methodologies and Agile development practices.

⏵ Excellent collaboration, listening, and communication skills, including the ability to communicate clearly with both business and technical audiences and identify unmet user needs.

⏵ Familiarity with deployment tools and cloud based services.

⏵ Experience managing outside vendor relationships.

⏵ Proven ability to work well with others and pull together diverse individuals with different goals.

⏵ Self-motivated individual with the ability to handle multiple projects or operational tasks simultaneously and oversee from conception to implementation or resolution.

⏵ Excellent interpersonal and customer service skills.

⏵ Ability to approach issues from multiple angles while maintaining a view of the bigger picture.

⏵ Display a willingness to dive into the details and help wherever necessary.

⏵ Ability to work flexible hours, as needed, to address service outages or complete project tasks to meet deadlines.

⏵ Embraces and lives the Brooks values!

By submitting this application, you expressly make the following representations and warranties and give your consents as described below:

Brooks Sports, Inc. collects your personal data for the purposes of managing Brooks Sports, Inc.'s recruitment related activities as well as for organizational planning purposes globally. Consequently, Brooks Sports, Inc. may use your personal data in relation to the evaluation and selection of applicants including for example setting up and conducting interviews and tests, evaluating and assessing the results thereto and as is otherwise needed in the recruitment processes including the final recruitment.

Brooks Sports, Inc. does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, Brooks Sports, Inc. has international sites and Brooks Sports, Inc. uses resources located throughout the world. Brooks Sports, Inc. may from time to time also use third parties to act on Brooks Sports, Inc.'s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within Brooks Sports, Inc. group of companies as well as to third parties acting on Brooks Sports, Inc.'s behalf, including also transfers to servers and databases outside the country where you provided Brooks Sports, Inc. with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.

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,