Retail Technology Support Manager
Boston, MA

Job Description

Converse is the story of a sneaker that started on the court and moved to the stage and street. We're a company ready for change and that's who we hire: the most malleable, the most innovative, and the most creative. Our clothes and sneakers have been worn by rebels, rockers, rappers, artists, thinkers, and individuals. So that's why we hire individuals. So we're speaking the same language.

Technology

We Need Someone Who Speaks Computer

Computers have their own language. Which most of us don't speak. But you do. And we need your fluency. Let's face it. The modern world is shackled to computers so we need experts like yourself to keep us running. So come join our crew. You don't have to call yourself The Computer Whisperer but we might.

Description

The DTC\Retail Tech Support Manager oversees all aspects of brick and mortar retail support in the US and Europe, including back end systems used by Retail Corporate teams, this role ensures the Converse Retail business is successful with minimal impact due to technology failures.

Role will make sure ticket lifecycle is flowing properly and all SLAs are being met. This role will also be the main point of contact for DTC\Retail business partners as an escalation point. This role also is expected to communicate proactively with business leadership when new impactful issues arise.

Role will be responsible for ~150 retail doors in US and Europe, and will have direct oversight of the L3 support team.

This role requires a high energy self-starter able to work in an ever-changing landscape. The retail stores operate 7 days a week, as do the support teams, so this role has on-call responsibility weekends and evenings for major incident management.

Key Responsibilities:

* Work with all levels of support to ensure alignment on path to resolution.
* Meet regularly with L1, L2, and L3 teams. Direct supervision of L3.
* Create and distribute reporting based on ticket counts and SLA levels.
* Partner with the Retail business to align on key business driver schedule and plan Support accordingly.
* Handle key vendor relationships related to support.
* Focus on continual process improvement.
* Knowledge Base Management.
* Incident and Problem Management.
* Maintain communication with business leadership.
* Act as point of contact for the retail business.

Qualifications

* Experience with Support Management- Retail experience a plus.
* Ability to communicate technical issues to non-technical partners.
* Must be able to handle challenging priorities at a fast pace.
* Experience supervising a small team.
* Ability to maintain positive working relationships with geographically diverse teams.
* Basic understanding off troubleshooting, networking, Windows, mobility, etc.
* Occasional domestic travel may be required.

Converse is more than a company; it's a worldwide advocate for self-expression. This belief motivates our employees, permeates our working environment and inspires our products. No two of us look or think exactly alike. We are each one-of-a-kind. Individually and as a culture, we have the freedom to create and grow professionally. Generous benefits packages only sweeten the experience. From Boston to Shanghai, from Brand Design to Finance, Converse is a brand that celebrates the unique and creative people of the world. Together, we're different.

Job ID 00447986