Director, Technology - ESRE (OMS/WMOS)

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