eCommerce Support Manager

Role:

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Commerce Support Manager Location:

Houston, USA (Onsite)

Experience:

5+ years Summary We are seeking an experienced eCommerce Support Manager to lead application support and continuous enhancement initiatives. This role will act as a key bridge between business users and delivery teams, ensuring seamless execution of support operations within an Agile framework. Key Responsibilities Own and manage eCommerce support operations , including incidents, service requests, and enhancements Act as the primary point of contact for end users , addressing issues related to login, pricing, access, and order management Translate business issues into clear support tickets and user stories Manage support and enhancement backlogs using Agile tools such as Jira or Azure DevOps Perform Scrum Master responsibilities , including facilitating Agile ceremonies (stand-ups, sprint planning, retrospectives) Lead and manage the support team to ensure SLAs and service expectations are consistently met Coordinate with DevOps and delivery teams to ensure stable releases and smooth production support Drive continuous improvement in support processes and system performance Mandatory Skills Proven experience in managing application or eCommerce support teams Strong understanding of Agile/Scrum methodologies and backlog management Hands-on experience with tools like Jira or Azure DevOps Excellent communication, stakeholder management, and team leadership skills Ability to handle production issues and prioritize effectively in a fast-paced environment Good to Have Technical understanding of eCommerce platforms and DevOps environments Experience with platforms like Adobe Commerce, Salesforce Commerce Cloud (SFCC), or Salesforce Commerce Exposure to release management and CI/CD processes