[Industry: Retail | Type: Full-time | Level: Mid-Senior level]
Who We AreThe Digital Center of Excellence (DCOE) is the organization within Hallmark Technology that is responsible for:Building a world-class, consumer-focused caring platform that enables Hallmark’s lines of business (LOB) across the enterprise (Crayola, Hallmark Media, Hallmark Global) to accelerate their direct-to-consumer product strategiesDeveloping a Cloud-first, multi-tenant digital platform that provides capabilities and services, such as a unified Hallmark Profile, Product Recommendations, Global Payment services, etc.Building, securing, and operating digital consumer products for Hallmark’s LOBsScaling development capabilities to build for Hallmark’s futureAs a member of the DCOE group you'll partner with high functioning, high energy teams of cross-functional disciplines that bring products like Hallmark.com and our Hallmark Gold Crown Omnichannel network to life for our consumers. With a consumer-first focus this group delivers impactful digital solutions that have a direct impact on consumer brand engagement and retention in the digital space, which results in revenue growth and brand relevance.What This Role Entails And How You'll ContributeAs theSoftware Engineering ManagerforD2C Support, you will provide technical leadership to stabilize, improve, and manage Hallmark’s Direct-to-Consumer (D2C) ecosystem- including Ecommerce, Mobile App, OMNI, and Customer Experience platforms.Key ResponsibilitiesLead a team of support analysts to resolve D2C issues and maintain application services across APIs, front-end, and back-end systems.Oversee incident and problem resolution, ensuring effective communication with stakeholders and timely restoration of service.Manage code deployments, configurations, and system monitoring; implement best practices for observability and cost optimization.Build and maintain a healthy support backlog and roadmap; provide regular KPI reporting and insights to improve customer satisfaction and product quality.Participate in on-call rotations to ensure 24/7 system availability and troubleshoot production outages using logs, metrics, and APM tools.Standardize monitoring tools (e.g., Datadog) across teams to improve visibility and reduce noise.
