E-commerce Operations & Support Manager

E-commerce Operations & Support Manager

Location:

Phoenix AZ 85027 (Role is hybrid (4 days/wk))

We are looking for a seasoned E-Commerce Operations & Support Manager to own the reliability, performance, and continuous evolution of our digital commerce ecosystem. You will serve as the operational backbone between engineering, product, business stakeholders, and vendors — ensuring our platforms run without friction and that every incident, process gap, or tooling limitation is turned into a lasting improvement. This is a hands-on leadership role for someone who thrives at the intersection of technical depth and operational rigor: someone who can diagnose a production P1 in the morning, chair an ITSM governance review in the afternoon, and ship an automation workflow by end of week.

Responsibilities include:

• Own end-to-end operational health of e-commerce platforms (storefront, checkout, OMS, product catalogue, payment gateways, and third-party integrations).
• Oversee Google Cloud Platform (GCP) operations, ensuring reliability, cost optimization, performance, and security across all hosted commerce workloads.
• Supervise and mentor the GCP operations team, driving accountability, technical excellence, and adherence to SRE and cloud governance best practices.
• Lead daily operational calls (stand-ups, incident triage, health checks) and ensure smooth transition of support coverage to offshore teams.
• Perform daily analysis of incidents, trends, and platform performance, driving proactive fixes and continuous improvement.
• Provide on-call support on a daily basis (during business hours) until offshore coverage begins, ensuring no operational gaps.
• Participate in a rotational weekend on-call schedule, ensuring platform stability and timely response to critical incidents.
• Partner with product and engineering teams to ensure platform changes are operationally ready — runbooks, rollback plans, and monitoring in place before go-live.
• Define and enforce ITSM best practices across incident, problem, change, and request management for commerce operations.
• Own and evolve the tooling stack used by the support and operations team (e.g., Service Now, Jira Service Management, Pager Duty, Datadog, Splunk).
• Lead the L2 production support function for all e-commerce services — triaging escalations from L1, owning resolution end-to-end, and ensuring clean handoffs to L3/engineering when required.
• Build and maintain L2 runbooks, escalation paths, and knowledge-base articles to reduce time-to-resolution and enable consistent support quality.
• Define and track support SLAs and OLAs; own performance reporting to senior stakeholders.

What you need to have to be considered:

• Minimum 8+ years of experience in e-commerce operations, platform engineering, or a related discipline, with at least 2 years in a lead or management capacity.
• Strong experience managing cloud operations on GCP, including monitoring, incident management, cost control, and performance tuning.
• Proven experience leading and supervising cloud/platform operations teams with hands-on involvement in critical issue resolution.
• Proven hands-on experience with major e-commerce platforms (Shopify Plus, Salesforce Commerce Cloud, Magento/Adobe Commerce, SAP Commerce, or equivalent).
• Deep working knowledge of ITSM frameworks and tooling — ITIL v3/v4 certification strongly preferred; experience operating Service Now or Jira Service Management at scale.
• Track record leading L2 production support teams in a commerce or high-availability environment, including incident command experience for critical outages.
• Demonstrated delivery of continuous improvement or automation initiatives with measurable operational outcomes.

Mandatory skills:

• E-commerce domain experience
• Operation experience, ITSM Methodologies
• Cloud operations on GCP/other cloud platforms

Years of experience required: 8+