Software Engineering Manager- D2C ; remote

Software Engineering Manager – D2C Support (remote) Who We Are

The Digital Center of Excellence (DCOE) within Hallmark Technology builds a world‑class, consumer‑focused platform that enables Hallmark’s lines of business—including Crayola, Hallmark Media, and Hallmark Global—to accelerate their direct‑to‑consumer product strategies. The DCOE develops a Cloud‑first, multi‑tenant digital platform that provides unified Hallmark Profile, product recommendations, global payment services, and more. It also builds, secures, and operates digital consumer products for Hallmark’s lines of business and scales development capabilities for Hallmark’s future.

As the Software Engineering Manager for D2C Support, you will provide technical leadership to stabilize, improve, and manage Hallmark’s Direct‑to‑Consumer ecosystem—including eCommerce, mobile app, OMNI, and customer experience platforms.

• 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.

• Expertise in D2C business processes and the ability to navigate bugs and enhancements.
• Strong leadership, stakeholder management, and mentoring skills.
• Experience with observability tools, incident management, and continuous engineering practices.

• 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‑functional IT, product, business and Dev Ops teams.
• 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 Dev Ops practices for continuous integration and delivery.

• Process‑oriented individual with strong business and technical acumen.
• Constantly looks for opportunities to automate recursive issues and reduce manual effort.
• 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.
• Experience in performance optimization of website page speed, including identifying…