5 Senior Manager, Production Support & Solutions Analyst Jobs in New York, NY
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Senior Manager, Production Support & Solutions Analyst
$103k-127k (estimate)
Full Time | Retail
4 Days Ago
Chanel is Hiring a Senior Manager, Production Support & Solutions Analyst Near New York, NY
At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.About the Role: CHANEL is looking for a Senior Manager, Production Support & Solutions Analyst to join our Digital Technology Team in New York City. You will play a critical role on the Digital Tech team by leading the management, process and day-to-day triage of production support issues related to the chanel.com digital landscape. This role interfaces with the Digital business team, global teams, and local 3rd party partners and requires ownership mentality. This Production Support & Solutions Analyst is a key partner for the success and health of the chanel.com ecosystem. Our ideal candidate will have at least 7 years of experience in Technology; L2/L3 systems support & triage, vendor management, and stakeholder communication. A passion for problem solving, collaboration and connecting the dots, within platform & local systems, is needed.
What impact you can create at CHANEL:
Diversity and Inclusion:
What impact you can create at CHANEL:
- Triage, troubleshoot, and resolve production issues as it relates to eCommerce .com platform, eServices applications, backend systems (such as OMS, ERP, CRM, Finance), third-party services (payment gateways, shipping providers), and other relevant systems
- Partner & collaborate closely with global and local teams to lead technical production support management and process for greater efficiency in the way CHANEL services our clients through our eCommerce platform
- Exceptional communication skills to break down complex technical jargon into digestible business terms for an executive facing audience
- Manages near-shore and off-shore 24/7 support service team in place to ensure best practices are followed for process, triage, communication, and reporting
- Build KPI reporting to measure the .com support service on a weekly, monthly, and quarterly basis highlighting gaps & opportunities
- Maintain a production support strategy that aligns with the overall IT and business objectives of the organization in collaboration with the digital platforms service owner. Includes helping streaming support documentation and best practices for process
- Provides guidance to problem solve, ideates workarounds, and leads troubleshooting calls & triage for global and local issues related to .com client experience and backend issues
- Provide technical support, troubleshooting assistance, and root cause analysis for integration issues as it relates to chanel.com landscape
- Ensure that all run books are updated as .com landscape evolves
- Connect with Retail Service Desk to optimize connects across .com and retail for Omni-services
- Escalate ALL potential conflicts to the Product Owner, PM and/ or digital platforms technical director
- Provide L2/L3 Ad hoc support for production issues, some nights/ weekends
- Working in a highly collaborative environment
- Resolving production issues in a timely manner with full ownership of solutions, communication and change management
- Ownership and automony
- Navigating complexity and supporting consistent transformation and change for process improvements for the support service
- Collaborating with passionate teammates
- People leadership, coaching and development
- Connecting the dots on problems, bring a keen eye for details and expert solutions
- Strong technical aptitude and expertise in owning & supporting all digital tech production issues to resolution
- Experience and ability to logically analyze the business needs, provide solutions and document processes
- Experience with industry leading eCommerce platforms like SAP Commerce Cloud, Salesforce commerce, Shopify, Commerce Tools etc.
- Experience with iPaaS, payment integration, middleware software, gift card providers, eCommerce integration/ architecture knowledge, etc.
- Strong ability to create presentations & reports in summarized fashion
- Cloud practitioner certification (Azure, Google Cloud, and/or Microsoft Cloud Fundamentals Preferred) Oracle Cloud experience a plus
- Curious, analytical, and problem-solving mindset
- Relational database experience (SQL Server, MySQL) and NoSQL database (MongoDB); primarily in Azure Cloud a plus
- Experience implementing SSO, Federation, Oauth/SAML based authentication for client facing applications using OpenAM, Client Certificates and Directory server a plus
- Staying up to date on the latest processes and IT advancements to automate and modernize systems
- Time and Project management best practices are critical to the success of this role
- PowerPoint presentation skills and ability to communicate visually
- Direct leader committed to individual development
- Staying up to date on the latest processes & IT advancements to automate and modernize systems
- Gen AI curiosity ideal
- Minimum of 7 years of experience in eCommerce L2/L3 Systems Support, software delivery preferred
- Strong knowledge and experience with the full ecosystem; ticketing, auto management, invenvtory systems, payment gateway, supply chain, and fullfillment managment applications
- Bachelor's degree in Information Technology, Computer Science, Engineering, etc. strongly preferred
- Partially Remote: Role requires a minimum of 3 days in-person office presence at the New York City office
- Piscataway, NJ office 1 day per month required
- Chanel, Inc. reserves the right to edit, change, or make exceptions on designations where circumstances where deemed appropriate.
- The anticipated base salary range for this position is $87,500 - $165,000. Base salary is one component of the total compensation for this position. Other forms of variable pay [may/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks.
- Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure) and a Wellbeing fund
- Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
- Generous paid time off policies to include vacation, holiday, sick and volunteer days
- 401K and other incentives
- Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
- Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking
Diversity and Inclusion:
- At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
- We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.
- CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.
- Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.
- CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
- Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.
- We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent. US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.
- Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny. Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.
- For more information, please navigate to the Fondation Chanel website here
- We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.
- Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Retail
SALARY
$103k-127k (estimate)
POST DATE
06/24/2024
EXPIRATION DATE
07/27/2024
WEBSITE
chanel.com
HEADQUARTERS
NEW YORK, NY
SIZE
1,000 - 3,000
FOUNDED
1956
CEO
ALAIN W WERTHEIMER
REVENUE
$500M - $1B
INDUSTRY
Retail
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About Chanel
CHANEL is a private company and a world leader in creating, developing, manufacturing and distributing luxury products. Founded by Gabrielle Chanel at the beginning of the last century, CHANEL offers a broad range of high-end creations, including Ready-to-Wear, Leather Goods, Fashion Accessories, Eyewear, Fragrances, Makeup, Skincare, Jewelry and Watches. CHANEL is also renowned for its Haute Couture collections, presented twice yearly in Paris, and for having acquired a large number of specialized suppliers, collectively known as the Mtiers dArt. CHANEL is dedicated to ultimate luxury and to ...the highest level of craftsmanship. It is a brand whose core values remain historically grounded on exceptional creation. As such, CHANEL promotes culture, art, creativity and savoir-faire throughout the world, and invests significantly in people, R&D and innovation. At the end of 2019, CHANEL employed more than 28,000 people across the world.
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