eCommerce Customer Support Manager jobs in Ann Arbor, MI

This position requires candidate to be local and onsite hybrid.

Responsibilities:

• Provides thought leadership to deliver creative and efficient technical solution.
  
• Leads the development of strategic plans for projects of high business complexity.
  
• Works with architects to design business solutions by applying the right technology. Works with Lead eCommerce Architects to transform requirements in to solutions design.
  
• Works with cross functional resources to develop and gain approval for high level delivery plans of various sized software development projects based on a set of objectives (scope, delivery and technical approaches, risk, assumptions, staffing plans, other cost, and ongoing operational plans and cost).
  
• The Technical Delivery manager is responsible for ensuring all steps in clients agile based SDLC are executed, acts as the scrum master for their projects/workstreams and coordinates across many cross functional project resources.
  
• Oversee client/customer/vendor relations to ensure that service expectations are met or exceeded
  
• Monitors project metrics for significant deviations in quality, cost, or schedule
  
• Monitors and reports all project risks and issues; leads mitigation and resolution efforts to limit risks; escalates as needed
  
• Facilitates scrum and status meetings
  
• Assists in establishing, enabling, and improving project management and software development methodologies, procedures and policies
  
• Coaches and mentors individuals on the project teams and provides feedback on performance to their leaders
  
• Performs other duties as assigned

Qualifications:

• Bachelors or masters degree in computer science, information technology, engineering, business administration or related field
  
• Has foundational experience playing a contributing role in full cycle software delivery as a business analyst, developer or quality expert (previous development experience preferred).
  
• Understands, can participate in and lead solutions design.
  
• Strong project management, leadership, and organization skills (Scrum certification desired)
  
• Microsoft Office including Word, Excel, Visio, Project, PowerPoint, and Outlook
  
• Understands the capabilities of key technologies (HTML5, Java, SQL Server) and can quickly assess the applicability of commercial off the shelf technology.
  
• Candidate must be thorough and detail-oriented
  
• Able to work on multiple priorities in a deadline-driven environment
  
• Must be able to remain calm in pressure situations and adapt quickly to change
  
• Must have the ability to work independently and with minimal supervision
  
• 3 – 5 years leading the project delivery of complex enterprise application systems, distributed applications, web applications, and system integration solutions
  
• 3 – 5 years project leadership in a deadline driven environment
  
• 3 – 5 years using SDLC multiple development methodologies such as Agile, RUP, Waterfall, etc.
  
• 2 – 3 years working with technology vendors
  
• System and/or Business Analysis experience preferred
  
• Application development experience preferred
  
• eCommerce experience preferred
  
• Process improvement experience preferred