Software Engineering Manager- D2C Support (remote)

WHO WE ARE The 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 strategies
• Developing 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 LOBs
• Scaling development capabilities to build for Hallmark's future As 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 CONTRIBUTE As the Software Engineering Manager for D2C 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 Responsibilities:
• Lead 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. Identify and implement strategies to optimize Observability costs.
• Document workflows, handoffs, and resolutions; ensure documentation remains accurate and up to date.
• Drive continuous improvement in systems, processes, and quality to meet evolving business needs.
• Collaborate on testing, implementation, and support for complex solutions and subsequent releases. What You'll Bring:
• Expertise in D2C business processes and ability to navigate bugs and enhancements.
• Strong leadership, stakeholder management, and mentoring skills.
• Experience with observability tools, incident management, and continuous engineering practices. BASIC QUALIFICATIONS The following are required to be considered for this role:
• Bachelor's degree or 4 years of professional experience
• At least 4 years of experience managing others and at least 10 years of software engineering experience
• At least 8 years of experience leading D2C support platforms (Ecommerce, Mobile app, Fulfillment, Marketing & Loyalty) supporting incident management, problem identification and resolution
• Experience managing, monitoring and supporting API and batch jobs and turning their performance
• At least 10 years of Change/Incident management and resolution experience
• At least 8 years of experience in data analysis, spotting issues with data
• Experience in SQL including handling data inquiries in relational, object-based databases
• At least 8 years' experience in full stack observability across Data applications in SAAS, hybrid cloud, on-prem
• At least 10 years of experience partnering with cross function IT, product, business and DevOps teams to proactively identify issues, come up with optimizations and track it to closure
• At least 8 years of experience in system monitoring, incident management, and performance tuning tools
• At least 8 years of experience working with agile methodologies and DevOps practices for continuous integration and delivery PREFERRED QUALIFICATIONS Your resume will stand out if you have:
• Should be a process-oriented individual, with strong business and technical acumen
• Should be able to constantly look for opportunities to automate recursive issues and reduce manual
• Strong expertise and hands-on experience with enterprise observability systems, preferably datadog (others, Dynatrace, splunk)
• Experience working in salesforce commerce, service and marketing cloud SAAS platforms
• Knowledge of specific applications, technology platforms, programming languages, systems, or business segments
• Retail D2C SME experience supporting omnichannel
• Performance Optimization: Experience in analyzing and improving website page speed performance, including identifying bottlenecks and implementing best practice

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