Lead Service Manager - Reliability Engineering

Description: As a Lead Service Manager in Guest Reliability Engineering, you will be responsible for monitoring, analyzing and influencing action on a collection of technology products/services.  You will accomplish this by taking a Guest Centric view on how technology products/services are utilized, understanding stability patterns, escalating insights/issues, reporting and the overall advocating for stability/resiliency. Use your skills, experience and talents to be a part of groundbreaking thinking and visionary goals.  As a Lead Service Manager - Guest Reliability Engineering, you'll take the lead as you…

Help create, define, and update processes that improve stability and reliability in the Stores space

Monitor and manage business outcomes (i.e. error budget) across managed products and services

Responsible for business outcome management and issue resolution of service portfolios

Integrate the business partners, TTS and providers for seamless delivery of business outcomes

Partner across products and services teams to provide holistic, end-to-end experiences that Guest/Team Members desire

Act as an subject matter expert (SME) for managed products and services

Act as a reporting / data analyst to define quality metrics, reports and dashboard that are predictive, proactive and actionable; including the cross-team consolidation of key metrics (balanced scorecard)

Identify trends early on and leverage data to influence change across the various stores teams