Dot Com Team Lead

Overview

Job Title: Team Lead: Digital Operations

 

When it fits, you feel it

JCPenney is one of the nation’s largest apparel and home furnishing retailers, and we're dedicated to fitting the diversity of America with unparalleled style and value

Working at JCPenney gives you the opportunity to help create meaningful experiences for the millions who shop at our more than 670 stores and jcp.com

We believe in quality that can be felt, fabrics that your skin loves, colors that go with you, and sizes and prices that invite you to buy for the whole family

We're looking for motivated, talented individuals who can emerge as Warriors in our organization

Find your fit at JCPenney.

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

Pay Range

INR ₹0.00 - INR ₹0.00 /Yr.