Digital E-commerce Operations Manager

External

Academy · Headquarters - Katy, TX

Full-timeRemoteToday

AgileComplianceDocumentationLeadershipProcess Improvement

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About the role

At Academy Sports + Outdoors our vision is to be the best sports + outdoors retailer in the country - but what truly sets us apart is our people. We're a passionate, purpose-driven team that's as committed to each other as we are to our customers. We've spent over 80 years building a culture that puts people first. We believe in creating opportunities for growth, fostering meaningful connections, and supporting every Team Member's journey. What fuels us? Our belief in the power of fun. Here, you won't just help customers gear up for their next adventure - you'll launch one of your own. Whether you're starting out or leveling up, Academy is a place where fun can't lose! Education : Bachelor's degree in Computer Science, Computer Engineering, Systems Engineering or relevant field of study preferred Work Experiences: 5 + years in IT or related field with managerial or supervisory experience

Responsibilities

Manage system enhancements to the WebSphere platform and supporting e-commerce systems

Build, maintain state-of-the-art IT operations for digital/ecommerce business

Inculcate every day is holiday culture across board

Build operations team as highly data-driven giving apt quantification for each ticket and business case handling

Build and lead global 24/7/365 operation engineer team with focus on customer service with right competency, tool-set, culture, automation driven with agile manner.

Develop, manage, measure, monitor and report on key operation service-level metrics, KPIs

Develop and maintain a scalable organization with a well-documented roadmap, goals and objectives

Responsible for IT operation processes to facilitate, enable IT & business team to deliver a high quality of service

Representing IT operations, work collaboratively with the other departments providing IT operations services as well as enabling them with technology thought leadership.

Manage the planning, documentation architecture, design, implementation and support of IT operations

Build relationships with business partners to ensure IT ops and productivity goals are understood and exceeded

Provide executive reporting, real-time updates to leadership, resonate & showcase holiday readiness at all times

Maintain customer satisfaction (internal and external) while engaging day to day operations

Strive for customer centricity excellence

Prepare budgets and team objectives

Use service desk best practices, ITIL, and problem management to drive continual process improvement culture

Promote self-service tools, the request catalog and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs

Perform trend analysis including competitors, and develop action plans for improving service timeliness, maintaining compliance & audit friendly and reducing costs.

Stay abreast of trends in IT operations support, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on IT services.

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Digital E-commerce Operations Manager

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