Ecommerce IT Operations and Support Senior Manager

3週間前

Shinjuku Tapestry

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what's possible.

At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands – Coach, Kate Spade New York, Stuart Weitzman – was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We're always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Primary Purpose: Sr. Manager, Ecommerce IT Operations and Support is responsible for overall execution and management of Coach and Kate Spade Japan ecommerce platform incidents. Key focus will be on incident triage and resolution processes for the frontend customer-facing platform, Salesforce Commerce Cloud (SFCC). This role will partner closely with key internal stakeholders including brand ecommerce teams, customer service teams, and the Digital team to ensure IT team delivers and maintains a high-quality incident support and resolution process. This role will also be responsible for continuously improving existing processes to be more efficient, streamlined, and collaborative to ensure system stability on an ongoing basis to maintain business continuity. Furthermore, this role will be responsible for creating and maintaining KPI reports on incident volume, performance, and trends which will allow visualization of incident quality level and for IT to provide recommendations to internal stakeholders on potential site management and process improvements. Within IT team, this role will also partner closely with the OMS and E2E order monitoring side to bring synergy between frontend and backend EC platforms. Given that the EC platform is a global system, this role will also interact closely with the global IT and digital teams, as well as offshore support teams so the candidate must have experience in, and be comfortable working in a fast-paced global environment. Lastly, we expect this person to be someone who is highly motivated in areas of EC platform support and operations, with a track record of success in process execution and management.

Secondary Purpose: This role will also include overall responsibility to manage EC platforms for Korea and SEA (Southeast Asia) regions. The demand for these other regions are much smaller compared to Japan Ecommerce, and dedicated team members for Korea and SEA EC manage the daily operations, support, and projects for the most part. This role will supervise these team members and be responsible for overall accountability, and closely partner with EC leaders in those regions for system roadmap, priorities, and budgeting.

Our Competencies for All Employees

  • Courage : Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
  • Creativity : Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Dealing with Ambiguity : Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
  • Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  • Interpersonal Savvy : Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

    • Our Competencies for All People Managers

  • Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Developing Direct Reports and Others : Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
  • Building Effective Teams : Blends people into teams when needed; creates strong morale
    and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

    • Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Tapestry, Inc. at

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