Job Overview
The Team Lead – Issue Management and Content Operations is responsible for leading a team that supports critical business operations including issue resolution, and content management. This role focuses on driving operational excellence, improving processes, and ensuring high-quality deliverables while fostering team development and engagement.
Key Responsibilities
- Lead and manage a team responsible for issue management and content operations working in US hours.
- Troubleshooting and resolving site experience / customer experience issues received via incidents, JIRAs and emails
- Using the RCAs and CAPAs of the recent issues, establishing proactive checks to identify and remediate impacted items with similar issues
- Participating in the core business events to conduct preview and production validations to proactively identify and remediate the issues
- Monitoring the major incidents, critical issues, release updates and sharing the learnings within the respective teams
- Conducting preview and production validations of homepage to identify discrepancies between Linking docs and site and share actionable callouts with Homepage team and the respective DMs.
- Conducting preview and production validations of new instances under coupons, department and global navigations and sharing the callouts with respective stakeholders.
- Conducting preview and production validations of emails scheduled by marketing team
- Drive process re-engineering initiatives and identify automation opportunities to improve efficiency and reduce manual effort.
- Develop and implement structured development plans tailored to individual team members skillsets and career aspirations.
- Ensure all standard operating procedures (SOPs) and process documentation are accurate, updated, and compliant.
- Monitor key performance indicators (KPIs) such as quality, productivity, turnaround time, and adherence.
- Conduct regular performance reviews, coaching sessions, and feedback discussions.
- Identify performance gaps and implement corrective action plans.
- Collaborate with stakeholders across operations, technology, and support teams to drive improvements and resolve issues.
- Manage escalations and ensure timely resolution of complex operational issues.
- Track and report attendance, especially for night shift compliance and allowance eligibility.
- Ensure adherence to company policies, compliance standards, and audit requirements.
- Promote a culture of continuous improvement, accountability, and innovation within the team.
Required Skills and Qualifications
- Bachelor's degree in any discipline.
- Total 7 years experience
- 4 years relevant experience
- 2 years of experience in people leadership and team management.
- Strong coaching and mentoring skills with a proven ability to develop talent.
- Excellent analytical and problem-solving capabilities.
- Strong decision-making and critical thinking skills.
- Proficiency in Microsoft Excel including formulas, pivot tables, and basic reporting.
- Strong written and verbal communication skills.
- High attention to detail and accuracy in operational tasks.
- Ability to work in a fast-paced, dynamic environment.
- Need to work in night shifts.
Core Competencies
- Leadership and Team Management
- Process Improvement and Automation
- Stakeholder Management
- Operational Excellence
- Time Management and Prioritization
- Performance Management and Coaching
- Data Analysis and Reporting
Key Performance Indicators (KPIs)
- Improvement in team productivity and efficiency
- Reduction in error rates and operational defects
- Achievement of SLA and turnaround time targets
- Employee engagement and retention metrics
- Completion of process improvement initiatives
- Compliance with documentation and audit standards
Work Environment and Expectations
- This role requires the ability to work in a 24/7 operational environment, US working hours. The candidate should be comfortable managing distributed teams and collaborating across multiple functions. A proactive mindset and ability to adapt to changing priorities are critical.
