Production Operations Lead, E-commerce

Ref #:



Information Technology







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, and Club Monaco, among others, constitute one of the world's most widely recognized families of consumer brands.


The Ralph Lauren Corporation, a global leader in luxury fashion and design, has implemented Digital Solutions to support its Global business in North America, EMEA & APAC.

Ralph Lauren’s – Global Development Center (GDC) is focused on building high-quality technology solutions to enhance the business & customer experience across channels and geographies.

Position Overview

As an Production Ops  Lead, this role will be responsible to lead the production support of Ralph Lauren websites in North America, Europe and APAC , supporting ecommerce and OMS business applications.

Purpose & Scope: 

Based in Bengaluru, India this Production Ops Lead role will be working in partnership with Global Digital teams leveraging strong technology & analytical skills to enable production support and operations of the digital systems.

Successful candidates will also be able to follow a disciplined approach (Agile & Production Ops) in managing work & communicating effectively and following established IT guidelines (security, project processes, etc.).

Essential Duties & Responsibilities

Production Ops Lead:

  • Point of contact and issue ownership for operational support status of all global ecommerce sites (as assigned) including related internal and third-party applications and services that support the ecommerce platform.
  • Log, track and communicate effectively with e-Commerce development teams, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause. 
  • Leverage hands-on experience to lead team to triage and escalate issues to third level support as appropriate.
  • Work closely with the developers, release managers, and first-level service desk support team to facilitate acceptance and release of new systems and features.
  • Produce scheduled reports on the health status of assigned applications and services. Obtain, collate, assess and present information from the various operational service providers; draft and coordinate the remedial action plans for any failed health status measure
  • Report on weekly metrics to track adherence to SLAs and KPIs, both for support processes and system availability.
  • Provide incident management escalation and communication for all production support incidents.
  • Create/maintain operational documentation and knowledge base to streamline incident resolution.
  • Maintain quality service by establishing and enforcing organizational standards.
  • Demonstrate the ability to complete multiple tasks under pressure.



  • Proactively build relationships by being Operations oriented and focused on commitments/deliverables.
  • Willing to work on shift or flexible hours, as on call person, to hit project deadlines or address production issues.
  • Mentor and train junior resources for production support and operations.

Experience, Skills & Knowledge

  • Bachelor's degree in Computer Science, Information Systems, Project management or other related field, or equivalent work experience.
  • Minimum of 5 years hands on technical experience in development, software quality assurance or infrastructure environments.
  • Salesforce Commerce Cloud (formerly Demandware) and IBM Sterling OMS experience preferred.
  • Knowledge of the ecommerce business model (i.e. Fulfillment/Shipping needs, Customer Service, User Experience, promotions planning, etc.).
  • Ability to interact effectively with internal business teams, at different levels of the organization.
  • Strong organizational, time management, communication, process orientation and problem-solving skills with multiple clients/vendors/projects.
  • Microsoft Office, JIRA experience.
  • Some experience in analysis and documentation of functional requirements for ecommerce projects.
  • Self-motivated and results oriented.
  • Ability to work effectively individually and in a team environment.
  • Limited evening and weekend work is required.
  • Excellent verbal and written communication skills with proven ability to partner with stakeholders inside and outside of IT as well as vendors and other external entities.
  • Demonstrated ability to manage multiple tasks and support projects, to prioritize, and adapt to a changing technology environment.
  • Strong sense of accountability and ownership – especially for managing the production support of digital systems.


Production Operations Lead, E-commerce