Pay Range: The pay range for this job is $69850 - $125525 annually; actual pay is dependent on experience and geographic location.
Benefits: Base pay is only one part of our employee value proposition, which includes a robust benefits package, above-market time off, hybrid working arrangements, incentive compensation, where applicable, and varied learning opportunities.
COMPANY DESCRIPTION
Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
POSITION OVERVIEW
Serve as a senior operational lead and technical escalation point responsible for the stability, availability, and performance of Ralph Lauren’s global digital commerce ecosystem. Drive incident management, production support, reliability improvements, automation, and collaboration across OMS, SFCC, SAP, Inventory, Payments, Fulfillment, ESB, APIs, and related digital platforms.
ESSENTIAL DUTIES & RESPONSIBILITIES
Production Operations & Incident Management
- Own operational health and support for global eCommerce platforms, integrations, and third-party services.
- Lead triage, investigation, prioritization, and resolution of production incidents, including P1/P2 business-critical events.
- Coordinate Product, Engineering, Infrastructure, Business Operations, and vendors to restore services and minimize business impact.
- Facilitate major incident bridges, assess severity, drive escalation, and provide clear stakeholder and executive communications.
Technical Support & Problem Management
- Provide advanced support across OMS, SFCC, SAP integrations, Inventory, Payments, Fulfillment, ESB, APIs, and related platforms.
- Analyze logs, alerts, transaction flows, database records, and integrations to identify root causes and remediation paths.
- Lead RCA and corrective actions, partnering with engineering teams to reduce recurring incidents and improve stability.
Reliability, Monitoring & Automation
- Own observability, monitoring, alerting, and reliability improvements across digital platforms.
- Monitor business and operational metrics including checkout, orders, inventory, payments, fulfillment, integrations, availability, and performance.
- Develop dashboards, reports, runbooks, automation, and self-healing solutions to reduce manual effort and proactively mitigate risk.
Release & Production Readiness
- Partner with engineering and release teams on change reviews, release validation, deployment readiness, and post-deployment monitoring.
- Support peak-event readiness, traffic scaling, platform resiliency, monitoring, and contingency planning.
Operational Excellence & Leadership
- Maintain SOPs, operational documentation, knowledge bases, and consistent support standards.
- Track and report SLAs, KPIs, service availability, operational performance, and remedial actions.
- Manage vendor SLAs and coordinate third-party providers for incident resolution and service stability.
- Mentor junior team members and promote ownership, accountability, knowledge sharing, and continuous improvement.
- Demonstrate sound decision-making and the ability to manage multiple priorities under pressure.
Partnerships
- Build strong relationships across Technology, Product, Supply Chain, Commercial Operations, regional teams, and vendors.
- Act as a trusted operational partner focused on commitments, execution, and business outcomes.
- Participate in on-call rotations and flexible support coverage, including evenings, weekends, and major incidents as required.
- Collaborate across North America, EMEA, and APAC to provide seamless global operational support.
EXPERIENCE, SKILLS & KNOWLEDGE
- Bachelor’s degree in Computer Science, Information Systems, Project Management, or a related field, or equivalent work experience.
- 8-10 years of hands-on technical experience in production support, infrastructure, software quality assurance, or development with a strong interest in operational support.
- IBM Sterling OMS experience is mandatory.
- Working knowledge of eCommerce, order management, inventory, fulfillment, shipping, customer service, promotions, payments, and connected integrations.
- Experience troubleshooting enterprise applications using logs, monitoring tools, transaction flows, database records, APIs, and integration data.
- Strong incident management, prioritization, analytical, problem-solving, organizational, and time-management skills.
- Ability to communicate clearly and partner effectively with business stakeholders, technology teams, clients, and vendors at different organizational levels.
- Experience with Microsoft Office and JIRA; experience producing operational reports, documentation, and functional or support requirements.
- Self-motivated, results-oriented, adaptable, and effective both independently and in a team environment.
- Strong sense of accountability and ownership for production stability, service quality, and business outcomes.
- Ability to support limited evening, weekend, on-call, and peak-event coverage as required.
Ralph Lauren will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance laws. Please note background checks will be evaluated individually.
