Team Lead, UX Front End Development

Overall Job Summary

This position is responsible for managing the day-to-day activities and development of the Support Analysts as well as managing the resolution for all escalated technical issues within the E-Commerce, OMS and CMA production applications. Manage SLA’s, incident, and problem management with KPI’s. Additional responsibilities include technical leadership, mentoring other team members, documentation, vendor management, and leading support initiatives.

Essential Duties and Responsibilities (Min 5%)

• Coordinate, motivate, and monitor day-to-day activities of the team (remote and offshore).
• Establish a cross-training and knowledge transfer processes for team members.
• Maintain development plans and career paths for all team members.
• Manage and coordinate the support for all E-Commerce, OMS and CMA production issues.
• Work directly with business partners, application development, engineering and infrastructure teams to document and prioritize resolution for recurring problems.
• Facilitate the critical incident process to ensure proper communication and escalations during the event and permanent resolution following the event.
• Maintain policies and procedures to support production IT Omni Channel Systems.
• Manage support related status updates, reporting and KPI’s for IT and Business Partners.
• Evaluate, train and transfer recurring repeatable support processes to Tier 1 teams.
• Increase monitoring and pro-active resolution to reduce impact to TSC Stores and Customers.

Required Qualifications

Experience: 8+ years of experience in technical support in a fast-paced environment. 

Education: Bachelor’s Degree in Computer Science or related field.  Any suitable combination of education and experience will be considered.

High Demand IT Specialized Skills: WCS, OMS, Oracle, SQL

Preferred knowledge, skills or abilities

• Strong knowledge of online retail applications.
• Strong knowledge of retail business processes.
• Experience with the following tools: WCS, OMS, SAP, SQL Developer, Service Now, RDP, Confluence, Dynatrace
• Experience with website and online order troubleshooting.
• Strong planning and organization skills.
• Strong written and verbal communication skills.
• Demonstrated customer focus.
• Strong ability to work independently and manage prioritization in a challenging environment.
• Strong understanding of operations and business correlation.

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

Company Info

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. Their dedication, passion, and hard work drive everything we do, and we are committed to supporting them with a comprehensive and accessible total reward package. We understand the evolving needs of our Team Members and their families, and we strive to offer meaningful, competitive, and sustainable benefits that support their well-being today and in the future.

Our benefits extend beyond medical, dental, and vision coverage, including company-paid life and disability insurance, paid parental leave, tuition reimbursement, and family planning resources such as adoption and surrogacy assistance, for all full-time Team Members and all part-time Team Members. Part time new hires gain eligibility for TSC Benefits by averaging at least 15 hours per week during their 90-day lookback period. The lookback period starts the first of the month following the date of hire. If the 15-hour requirement was met, the benefits eligibility date will be the first day of the month following 4 months of continuous service.

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