Job Overview • Experience in Managing Digital/Ecommerce Programs • Act as a Delivery Executive/SPOC for current engagements and services and prospective business by collaborating with Sales and Practice teams. These may include: o Product Management, Project Management, Content authoring and management, technical production support, Quality Assurance, Development, Business Operations support • Daily work activities will include o Work with customer and onshore and offshore teams and leads to ensure seamless delivery o Proactively engage with customer stakeholders to understand expectations and work with offshore leaders and sales team to drive engagement towards achieving outstanding customer satisfaction o Provide management oversight to entire Team o Maintain daily, weekly checkpoints with customer and team and be on top of milestones, obligations and other business priorities o Mentor delivery team members • Act as a bridge between Onshore clients and Onshore PO/Developers and between Onshore clients and offshore delivery teams, ensuring clear communication and alignment. • Build and maintain strong client relationships by understanding their needs and ensuring satisfaction with service delivery. • Facilitate regular communication and status updates with clients and stakeholders. • Manage onshore delivery teams (Onshore Product Management and Dev teams), ensuring they are aligned with project objectives and roles. Job Description • Conduct team meetings, communicate recommendations for improvement as necessary and provide status reporting • Oversee the onshore execution of eCommerce services, ensuring alignment with agreed service-level agreements (SLAs) and key performance indicators (KPIs). • Collaborate with offshore teams to ensure seamless coordination and consistent service quality. • Work closely with offshore teams to monitor progress & resolve issues • Escalate critical issues to the appropriate offshore or leadership teams for prompt resolution. • Leads the identification, prioritization, technical development and delivery of features aligned with long-term roadmaps, goals, and objectives. • Partners closely with Business, Development, Technical Operations and Quality Assurance to execute the successful, smooth, and regular deployment of production code • Experience working on the SAP Commerce platform leveraging Java and knowledge of any leading CMS (Ex: Contentful, Adobe Experience Manager) • Experience in managing and overseeing any SaaS based Ecommerce solution • Strong skills with Jira Service Management, Atlassian dashboards and metrics • Strong Ecommerce back ground with B2B/B2C implementation experience and working on different Business models of commerce (B2B, B2C). • Knowledge and experience with Design, Development, deployment and release processes for Ecommerce implementations. • Flexibility to work in timings overlapping with US time zones • Experience in working in onshore/offshore model • End-to-end experience in software development life cycle and familiar with agile methodologies like scrum • Actively participate in communication with business stakeholders and participate in all SDLC lifecycles. • Should be capable of reviewing the work done by other team members and guide them in complex issues. • Excellent time-management, problem-solving and decision-making skills • Led and mentor Ecommerce team members to develop their skills • Build strong relationships with cross-functional teams and business leads to implement and roll out productivity tools, understand business needs and provide innovative technology solutions • Ability to communicate technical information in a clear manner to Stakeholders • Manage and lead the customer support team, providing guidance and support to ensure high-quality service delivery. • Collaborate with cross-functional teams to align support efforts with overall business objectives and enhance customer experience. • Lead initiatives for service process improvement to streamline operations and enhance the customer journey. • Collaborates with external vendors and service providers to ensure timely and effective resolution of issues. Qualifications • Overall, 15-20 years’ experience • At least 5 years of experience leading an Ecommerce team • Proven leadership ability with interpersonal skills and team building skills • Practical experience engaging with DevOps teams, tooling and practices • Proven track record in successful project execution • Experience in Team Building and Team Management