OVERVIEW

The Enterprise Platform Support and Operations team is the primary technical point of contact post-launch for retailers using our whitelabel and API offerings. Our Technical Account Managers and Application Support Analysts provide technical support and advocacy to North America's biggest grocers and help them get the most out of their investment into our eCommerce platform. Within the Platform Support and Operations team, this role will lead our Application Support Analysts and will be responsible for driving operational excellence in issue and incident management, configuration and change management as well as release management for our Unata whitelabel platform.

ABOUT THE JOB

As the manager of the Application Support Analyst team, you will lead a large team who are the experts for our Unata product line and serve as the primary technical point of contact for multiple external and internal stakeholders. The mandate of the team is to continuously empower our Enterprise partners to grow with us through world-class, efficient, relentless, and continuously improving technical support and partner advocacy. This role will be focused on three key areas: team management, operational excellence, retailer support. The team’s core responsibilities are to: resolve issues and incidents reported by our retailers; serve as product experts; configure and deploy new features; influence and collaborate with Engineering, Product, and Business Development teams to improve product quality, reliability, and adoption; respond to incidents as part of a 24x7 on-call rotation (you as the team's manager are not part of the rotation and only serve as a point of escalation).

The ideal candidate is a sharp, thoughtful, collaborative problem solver and skilled communicator, with a partner service mindset. They will have a strong technical and analytical background, as well as the desire to make a significant business impact by driving improvement of our support processes and practices. They will develop and nurture strong relationships with our retailers as well as internal partners across the business, such as Engineering, Product, Infrastructure, and Business Development. They will help to identify technical and process challenges and work to continuously improve our partners' outcomes. Strengths in communication and process are critical.

The role reports to the Manager of Platform Support and Operations and is part of the Technical Delivery organization.

ABOUT THE JOB

Team Management

• Manage a large team and instill a continuous improvement mindset into all team members. 
• Hire, train, and mentor the team.
• Create an atmosphere where team members feel empowered to own issues and drive towards meaningful technical and business outcomes.
• Continually refine the team's structure and systems to improve team performance.

Operational Excellence

• Oversee team members who are working on bug, change, and question tickets and ensure continuous raising of the technical as well as the customer service bar. Team members’ main responsibilities include triaging and troubleshooting issues, quantifying impact, developing fixes, and rolling out changes while working very closely across product engineering teams.
• Ensure continuous knowledge sharing and documentation of lessons learned within the team.
• Build processes that naturally and systematically reinforce the team members' role as two-way interfaces between partners and internal teams.
• Lead discussions on production and support readiness with upstream Product and Engineering teams. Influence other leaders to make support readiness a first-class citizen during new feature planning.
• Define and track goals and metrics for efficiency and effectiveness in the teams 3 key areas of responsibility:
  issue and incident management, configuration and change management, and release management
• Lead the team in recognizing and acting on opportunities for improvement.
• Change-manage process and technical improvements within the team and cross-functionally in the organization.

Retailer Support

• Serve as a point of escalation for retailers as well as internally, including on-call/incident escalations.
• Work with retailers to understand complex technical asks and requirements.
• Represent the Platform Support and Operations team in major initiatives and work with cross-functional leaders to ensure support readiness for new products and launches.

ABOUT YOU

• 7+ years experience in Enterprise-level engineering or application/production support at a B2B SaaS company.
• 2+ years of managing a technical team are preferred.
• Experience in e-commerce is a plus.
• Analytical mindset with in-depth knowledge in Python, relational databases and SQL, web application architecture, monitoring & alerting tools, Linux.
• Strong desire to help customers get the best out of a product. Passion for eCommerce and technical excellence.
• Experience in leading internal and external conversations with stakeholders at all levels - C-suite, VP, Director, and Manager peers. You have a track record of successfully influencing stakeholders with data and empathy.
• Excellent project management skills and ability to balance competing priorities.
• Experience automating manual processes or using technology to improve processes.
• Ability to quickly understand and confidently translate complex concepts to non-technical and executive audiences.
• Desire to go deep into metrics and explore new ideas.
• Exceptional attention to detail.
• Comfort with ambiguity and a rapidly evolving business landscape. Experience in startup environments is a plus.

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