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Neiman Marcus

Director Digital Operations

Neiman Marcus - Dallas, TX

COMPANY OVERVIEW For over a century, Neiman Marcus Group has served the unique needs of our discerning customers by staying true to the principles of our founders: to be the premier omni-channel retailer of luxury and fashion merchandise dedicated to providing superior service and a distinctive shopping experience in our stores and on our websites. Neiman Marcus Group is comprised of the Specialty Retail Stores division, which includes Neiman Marcus and Bergdorf Goodman, and our international brand, mytheresa.com. Our portfolio of brands offers the finest luxury and fashion apparel, accessories, jewelry, beauty, and home décor. The Company operates more than 40 Neiman Marcus full-line stores in the most affluent markets across the United States, including U.S. gateway cities that draw an international clientele. In addition, we operate 2 Bergdorf Goodman stores in landmark locations on Fifth Avenue in New York City. We also operate more than 40 Last Call by Neiman Marcus off-price stores that cater to a value oriented, yet fashion minded customer. Our upscale eCommerce and direct-to-consumer division includes NeimanMarcus.com, BergdorfGoodman.com Horchow.com, LastCall.com, and CUSP.com. Every day each of our 15,000 NMG associates work towards the goal of enabling our customers to shop any of our brands \anytime, anywhere, and on any device.\ Whether the merchandise we sell, the customer service we offer, or our investments in technology, everything we do is to enhance the customer experience across all channels and brands. DESCRIPTION The Director, Digital Operations & Release Management will partner with the VP & Director of Digital Engineering, Product Management, and Business IS Leads in defining strategy and execution for the operation of digital platforms, supporting a dynamic and fast paced seamless retail environment. This individual will have the goal of ensuring NMG digital properties are fastest and highly available for our customers among the Luxury Fashion Retailers. We expect continuous monitoring of all eCommerce systems to ensure the performance and stability are exceeding our customers standards. Director, Digital Operations & Release Management will also implement effective spend management practices to identify opportunities for cost savings, and service quality improvement. This leader will also establish a streamlined set of metrics against which to measure progress over time. 1. Digital Operations Cloud and On-Prem Ecommerce & Mobile Applications The Director, Digital Operations & Release Management is responsible for the overall day-to-day operations of managing Digital Cloud Platforms, Cloud Services and Oracle ATG e-Commerce, Mobile Apps Associate & Customer Facing including monitoring, incident resolution, problem management, configuration and change management, systems administration, security management and monitoring, capacity planning, availability management, and routine update of services. This position is responsible for various hosting solutions inclusive of a disaster recovery operation that includes annual restore testing at time of disaster recovery. Roles and responsibilities include: Serve as the point of contact for all production issues and operational support status of Neiman Marcus e-commerce platform, including related internal and third-party applications and services that support the ecommerce platform. Recruit, train, mentor and provide regular performance reviews for a team of operations associates specialists. Provide 24x7x365 monitoring & incident response operations for all digital platforms on-prem and in the cloud (AWS and other). Communicate effectively with e-commerce development teams, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause issues. Develop, oversee and perform Tier 2 Support, event management, incident management, problem management, configuration management and change management processes Implement and oversee security policy, monitoring, and guidelines for cloud services. Conduct system outage analysis and prepare after action reports to prevent the reoccurrence of incidents. Managing and providing close oversight to the Application Managed Service Providers through SLA, KPIs and Quality of Application Management Services Leverage deep functional knowledge to lead the team in triaging and escalate issues as appropriate for the business context. Partner with the Monitoring & Performance Engineering Team to implement appropriate System Management tools to provide monitoring and management of all cloud infrastructures. Manage the implementation of new instances and sites into the various environments. Define and report Key Performance Indicators and SLAs to monitor the health and performance of cloud services and process and overall service delivery; define and report customer-facing service metrics. Deliver regular site performance reports daily, weekly and monthly. Track and gather data for measuring operational trends and identifying areas for improvement. Ensure strong partnership with the engineering teams, release managers, and first-level service desk support team to facilitate acceptance and release of new systems and features. 2. Release Management The Director, Digital Operations & Release Management is responsible for coordinating release/change management across multiple environments (development through production) ensuring that software builds ranging from ad hoc break-fixes to scheduled major releases are appropriately planned while ensuring that all environments support needs are adequately maintained and that corporate compliance requirements are met. Drive the move from traditional application managed services ITIL model to continuous integration and continuous delivery-based processes and tools for deployment and releases. Roles and responsibilities include: Manage a team of Release Management Engineers. Recruit, train, mentor and provide regular performance reviews for Release Management team members. Using best practices, lead the effort for defining and developing the strategic direction for Release Management and Continuous Integration and Delivery. Implement and manage release processes for software code through development, testing, QA, and production environments. Help define new policies, procedures and workflows for the Software Release Management workspace. Work with other teams and stakeholders to ensure coordinating and testing of all modifications to all environments. This includes but is not limited to: hardware changes; operating system changes, upgrades, and security patches; third party products; and all core services. Manage risks that may affect release scope, schedule, and quality. Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews. Develop any disaster or contingency plans for major releases. Research new software development and configuration management methodologies and technologies and analyzes their application to current configuration management needs. Provide appropriate status reports to stakeholders on a regular basis. Qualifications: PERSONAL CHARACTERISTICS The ideal candidate will possess the following performance and personal characteristics: Influences effectively without direct authority, balancing between competing priorities while remaining flexible and creative. Outstanding written and verbal communication skills with the ability to work up, down and across organizational levels. Strong business acumen, operations and problem-solving skills, along with the ability to assess current practices, identify opportunities for improvement, build consensus and drive the implementation of related changes. EDUCATION & TRAINING - An undergraduate degree in Information Technology or equivalent experience is required and an advanced degree is preferred. - 7-10 years of experience and 2-3 in a leadership role #CASS,

17 days 20 hours ago

Neiman Marcus

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Director Digital Operations Neiman Marcus - Dallas, TX, United States

   

Location: Dallas, TX

Company Profile:
Neiman Marcus is a renowned specialty store dedicated to merchandise leadership and superior customer service. We will offer the finest fashion and quality products in a welcoming environment. The Neiman Marcus Group has stayed focused on serving the unique needs of the luxury market. Today, that commitment is stronger than ever. We have stayed true to the principles of our founders – to be recognized as the premier luxury retailer dedicated to providing our customers with distinctive merchandise and superior service. The Neiman Marcus Group is comprised of the Specialty Retail Stores division - which includes Neiman Marcus Stores and Bergdorf Goodman - and the Direct Marketing division, Neiman Marcus Direct. These renowned retailers offer upscale assortments of apparel, accessories, jewelry, beauty and decorative home products to the affluent consumer.