E-commerce Support Lead

As an experienced Ecommerce Support Manager with 3 years of experience, your role will involve managing Ecommerce Support Programs and overseeing an eCommerce solution used by multiple countries. Your responsibilities will include: - Strong skills with IFS Ticketing, Jira Service Management, Atlassian dashboards, and metrics - Experience working on the SAP Commerce platform and CMS such as Contentful and AEM - Managing and optimizing e-commerce platforms for high uptime, fast load times, and seamless user experience - Identifying trends to improve operational efficiencies - Managing a team of Offshore Ecommerce Support Analysts - Building in automations where possible - Working with peers and leaders to develop immediate and long-term resolutions for support issues - Resolving operational issues and ensuring compliance with applicable laws and regulations - Analyzing and reporting on e-commerce performance metrics for improvement and growth opportunities - Leading and mentoring e-commerce team members for skills development - Building strong relationships with cross-functional teams and business leads for innovative technology solutions - Conducting team meetings, providing recommendations for improvement, and status reporting - Managing and leading the customer support team for high-quality service delivery - Collaborating with cross-department teams to align support efforts with overall business objectives - Optimizing support operations for efficiency and effectiveness - Monitoring key performance metrics and service levels for team performance assessment - Providing escalation support for complex customer issues and ensuring swift resolution - Collaborating with external vendors and service providers for issue resolution - Adhering to Information Security Management policies and procedures Qualifications Required: - End-to-end experience in the software development life cycle and familiarity with agile methodologies like scrum - Ability to communicate technical information clearly to stakeholders - Ability to draft documents for building out knowledge base - Understanding of key performance metrics related to customer service and support operations If there are any additional details about the company in the job description, please provide them for a more comprehensive job description.,