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