Director, Technology - ESRE Ecomm
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.
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. 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.
