Software Engineering Manager- D2C ; remote

WHO WE ARE

The Digital Center of Excellence (DCOE) is the organization within Hallmark Technology that is responsible for:

• Building a world-class, consumer-focused caring platform that enables Hallmark's lines of business (LOB) across the enterprise (Crayola, Hallmark Media, Hallmark Global) to accelerate their direct-to-consumer product strategies
• Developing a Cloud-first, multi-tenant digital platform that provides capabilities and services, such as a unified Hallmark Profile, Product Recommendations, Global Payment services, etc.
• Building, securing, and operating digital consumer products for Hallmark's LOBs
• Scaling development capabilities to build for Hallmark's future

As a member of the DCOE group you'll partner with high functioning, high energy teams of cross-functional disciplines that bring products like  and our Hallmark Gold Crown Omnichannel network to life for our consumers. With a consumer-first focus this group delivers impactful digital solutions that have a direct impact on consumer brand engagement and retention in the digital space, which results in revenue growth and brand relevance.

As the Software Engineering Manager for D2C Support
, you will provide technical leadership to stabilize, improve, and manage Hallmark's Direct-to-Consumer (D2C) ecosystem- including Ecommerce, Mobile App, OMNI, and Customer Experience platforms.

• Lead a team of support analysts to resolve D2C issues and maintain application services across APIs, front-end, and back-end systems.
• Oversee incident and problem resolution, ensuring effective communication with stakeholders and timely restoration of service.
• Manage code deployments, configurations, and system monitoring; implement best practices for observability and cost optimization.
• Build and maintain a healthy support backlog and roadmap; provide regular KPI reporting and insights to improve customer satisfaction and product quality.
• Participate in on-call rotations to ensure 24/7 system availability and troubleshoot production outages using logs, metrics, and APM tools.
• Standardize monitoring tools (e.g., Datadog) across teams to improve visibility and reduce noise. Identify and implement strategies to optimize Observability costs.
• Document workflows, handoffs, and resolutions; ensure documentation remains accurate and up to date.
• Drive continuous improvement in systems, processes, and quality to meet evolving business needs.
• Collaborate on testing, implementation, and support for complex solutions and subsequent releases.

• Expertise in D2C business processes and ability to navigate bugs and enhancements.
• Strong leadership, stakeholder management, and mentoring skills.
• Experience with observability tools, incident management, and continuous engineering practices.

• Bachelor's degree or 4 years of professional experience
• At least 4 years of experience managing others and at least 10 years of software engineering experience
• At least 8 years of experience leading D2C support platforms (Ecommerce, Mobile app, Fulfillment, Marketing & Loyalty) supporting incident management, problem identification and resolution
• Experience managing, monitoring and supporting API and batch jobs and turning their performance
• At least 10 years of Change/Incident management and resolution experience
• At least 8 years of experience in data analysis, spotting issues with data
• Experience in SQL including handling data inquiries in relational, object-based databases
• At least 8 years' experience in full stack observability across Data applications in SAAS, hybrid cloud, on-prem
• At least 10 years of experience partnering with cross function IT, product, business and Dev Ops teams to proactively identify issues, come up with optimizations and track it to closure
• At least 8 years of experience in system monitoring, incident management, and performance tuning tools
• At least 8 years of experience working with agile methodologies and Dev Ops practices for continuous integration and delivery

• Should be a process-oriented individual, with strong business and technical acumen
• Should be able to constantly look for opportunities to automate recursive issues and reduce manual
• Strong expertise and hands-on experience with enterprise observability systems, preferably datadog (others, Dynatrace, splunk)
• Experience working in salesforce commerce, service and marketing cloud SAAS platforms
• Knowledge of specific applications, technology platforms, programming languages, systems, or business segments
• Retail D2C SME experience supporting omnichannel
• Performance Optimization:
  Experience in analyzing and improving website page speed performance, including identifying bottlenecks and implementing best practices
• Troubleshooting & Root Cause Analysis:
  Strong skills in diagnosing issues across applications, infrastructure, and integrations
• Automation Expertise:
  Ability to automate repetitive tasks using tools such as Datadog,…