Director, Technology - ESRE Ecomm
Job Description
About the Role
The Enterprise Site Reliability Engineering (ESRE) E Commerce Support Director will lead a high-performing team responsible for ensuring the availability, reliability, performance, and operational excellence of the e-commerce ecosystem. This role oversees incident management, service operations, platform stability, continuous improvement initiatives, and cross-functional coordination with Engineering, Product, Infrastructure, and Customer Experience teams.
Responsibilities
- Lead day-to-day support operations for all e-commerce platforms, services, and integrations.
- Own the complete incident lifecycle including identification, triage, escalation, communication, and post-incident reviews.
- Ensure SLAs, SLOs, and KPIs related to uptime, latency, and platform health are consistently met.
- Drive continuous service improvements through automation, tooling, and process optimization.
- Manage, mentor, and develop ESRE support engineers and leads across onshore and offshore locations.
- Establish a culture of ownership, accountability, operational rigor, and high performance.
- Provide coaching, performance evaluations, and career development guidance.
- Oversee monitoring, observability, alerting, and proactive detection of system anomalies.
- Partner with Engineering and Infrastructure teams to deliver fixes, optimizations, and resiliency improvements.
- Ensure readiness and execution support for peak seasons and high-traffic sale events.
- Act as a liaison between Operations, Engineering, Product, Security, and business stakeholders.
- Participate in roadmap reviews, launch readiness activities, risk assessments, and production deployment planning.
- Communicate platform health, operational risks, and improvement plans to leadership.
- Champion automation to reduce manual operations and increase team velocity.
- Drive adoption of internal tools, dashboards, runbooks, self-service solutions, and operational documentation.
Criteria
- Bachelor’s degree in Computer Science, Engineering, or a related field.
- 20+ years of experience in the IT industry.
- 8+ years of experience supporting enterprise-scale Java/J2EE web applications or platform operations.
- 5+ years of experience managing technical teams in a 24x7 or high-availability environment.
- Strong understanding of e-commerce ecosystems including checkout, payments, catalog, order management, loyalty, and APIs.
- Experience with monitoring and observability tools such as ELK/Splunk, AppDynamics/Dynatrace, Grafana, and RUM tools.
- Deep expertise in incident management and operational best practices (ITIL knowledge preferred).
- Ability to manage complex technical issues and lead teams effectively under pressure.
- Strong verbal and written communication skills with experience presenting to senior leadership.
Founded in 1956, Williams-Sonoma Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Today, Williams-Sonoma, Inc. is one of the United States' largest e-commerce retailers with some of the best known and most beloved brands in home furnishings. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Williams-Sonoma Home, Rejuvenation, GreenRow and Mark and Graham. We currently operate retail stores globally. Our products are also available to customers through our catalogs and online worldwide.
Williams-Sonoma has established a technology center in Pune, India to enhance its global operations. The India Technology Center serves as a critical hub for innovation and focuses on developing cutting-edge solutions in areas such as e-commerce, supply chain optimization, and customer experience management. By integrating advanced technologies like artificial intelligence, data analytics, and machine learning, the India Technology Center plays a crucial role in accelerating Williams-Sonoma's growth and maintaining its competitive edge in the global market
