Director of Enterprise Service Reliability Engineering

Director of Enterprise Service Reliability Engineering

(SupplyChain and Order Mgmt Systems)

Location: San Francisco, CA

About the Team

We are a multi-location team with teams in San Francisco, Rocklin, Memphis, Brooklyn and international locations like Singapore and India. We are looking to add team members, who have a true passion to leverage technology, learn and grow in a fast-paced agile environment. We are swiftly evolving into a culture of nimble decision making, small & empowered teams, customer testing, and innovation.

WSI Tech is dedicated to driving major transformation and continuous growth for Williams-Sonoma, Inc. with a hyper-focus on our customer and through technology innovation. Some immediate and long-term key initiatives are:

• Building industry authority on 3D visualization and its AR/VR/MR application through our recent acquisition of Outward, Inc.
• Automating and disrupting the supply chain model using ML/AI
• Growing and expanding mobile experiences across our all brands
• Building next-gen Enterprise Telemetry, Monitoring and Reliability Engineering capabilities

About the Role

This is a highly critical and visible role in the organization and will be reporting to VP of Enterprise Production Support, Operations and Reliability Engineering. The role relies on extensive technical & subject-area knowledge related to Supply Chain to direct and manage operations & support for Order Management & related applications. This role focuses on:

• Customer Order Management System: Predominately IBM Sterling Order Management & custom build micro-services including inventory promising for direct to customer and stores, inventory sourcing, transactional visibility, order management and maintenance, credit processing
• Master data management: TIBCO MDM
• TIBCO Business works for cross application integration & Middleware Infrastructure
• TIBCO EMS & Kafka
• Managing Infrastructure for various applications: IBM Sterling, Oracle Retek, TIBCO MDM

This is a technical leadership position with deep functional & technical knowledge in the areas mentioned above. The role will help build a single view of our system’s health and monitor them actively, proactively identify issues and resolve them with aggressively defined SLA, identify problem patterns and implement process, integration and other fixes to solve any issues.

We are looking for a leader who will make it a mission to prevent and solve customer problems, be genuinely and equally eager problem solving, on-hands work, and strategizing to not only help resolve issues at a fast pace but also build solutions to eliminate repeat issues.

You’re excited about this opportunity because you will…

• A highly accountable individual with a hands-on approach to coach and lead teams to fix issues actively and continuously identify patterns for a larger problem solve to avoid repeat issues.
• Build urgency and accountability about customer problems and solve them quickly to minimize business loss.
• Apply technology and automation to improve monitoring, alerting and issue resolution
• Build strong teams to have well-defined procedures, run books for triage and resolution
• Build clearly defined and communicated SLA, issue categories, a point of contact, triage & decision trees and hold teams accountable for it.
• Develop and maintain a strong and real-time feedback loop with the development teams to alert and implement on issues that could be avoided through better design, coding or monitoring
• Drive production stability and reliability efforts throughout the year to prepare for peak volume days and key events
• Highly attentive and responsive to communication

Why you will love working at Williams-Sonoma, Inc.

• We’re a successful, fast-growing company with an entrepreneurial vibe
• A technologically and data-driven business
• Competitive salaries and comprehensive health benefits
• We’re at the forefront of tech and retail, redefining technology for the next generation
• We’re passionate about our internal and external clients and live/breathe the client experience
• We get to be creative on a daily basis
• A smart, experienced leadership team that wants to do it right and is open to new ideas
• We believe in autonomy and reward taking the initiative
• We have fun!

We’re excited about you because…

• An ideal candidate should have technology delivery and production support expertise for large-scale Omni-channel operations teams
• 12+ years of total technology experience with a focus on planning, delivery, operations, support, and reliability engineering
• 5+ years Sr. Manager and above level experience in similar functions for a sizable organization and scale

• Experience with IBM Sterling Order Management systems is a plus

• Technical chops to understand the architecture, systems, problems, identify patterns, suggest solutions and make the right decisions
• Experience to build, evolve and coach teams on technology and process improvements
• Ability to focus on the right priorities and drive teams towards achieving them
• Curiosity to learn quickly and implement it to the function
• Bachelor’s or master’s degree in computer science or related field
• Experience in Retail industry and Supplychain systems

About Williams-Sonoma, Inc.

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the home. Our family of brands includes Williams Sonoma, Pottery Barn, Pottery Barn Kids, PBteen, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room, and even outdoor spaces. We’ve seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn’t changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. In 2017, we acquired Outward, Inc., a 3-D imaging and augmented reality platform for the home furnishings and dĂŠcor industry. Today, we’re a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing – and we’re always looking for new energy and ideas.