Software Engineering Manager- D2C ; remote

Overview

Software Engineering Manager- D2C Support (remote)

Job Category:
Information Technology

Requisition Number: SOFTW
005940

Location:

Remote (1 location shown)

Posted:
January 21, 2026

The Digital Center of Excellence (DCOE) is the organization within Hallmark Technology responsible for building a world-class, consumer-focused platform that enables Hallmark’s lines of business to accelerate direct-to-consumer product strategies. The team builds, secures, and operates digital consumer products 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 (D2C) 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 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 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 of 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 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 Dev Ops practices for continuous integration and delivery

• Process-oriented with strong business and technical acumen
• Ability to automate repetitive issues and reduce manual work
• Expertise with enterprise observability systems, preferably Datadog (or Dynatrace, Splunk)
• Experience with Salesforce Commerce, Service and Marketing Cloud SAAS platforms
• Knowledge of applications, technology platforms, programming languages, systems, or business segments
• Performance optimization: analyzing and improving website page speed, bottleneck identification, best practices
• Troubleshooting & Root Cause Analysis across applications, infrastructure, and integrations
• Automation expertise with monitoring/observability platforms
• Hands-on SQL…