Support Center - Irving

The Digital Experience Specialist will contribute to the strategy, development, and enhancement of our online shopping platform. This role is designed for individuals who are passionate about eCommerce and have a strong desire to make an impact in digital retail.

Major Activities

Backlog Management & Requirements Gathering

Collaborate with stakeholders to understand business requirements and assist in translating them into clear user stories and product specifications.Participate in grooming sessions to help prioritize and manage the product backlog, ensuring alignment with business value and customer needs.Collaborate with UX/UI designers to contribute ideas for intuitive user interfaces that enhance the online shopping experience.Work with technical partners to assist in defining business requirements, attend sprint planning sessions, and ensure on-time feature delivery.

     

User Acceptance Testing

Collaborate with quality assurance (QA) teams on the UAT process and participate in testing new features and enhancements.Create and execute test cases, document results and provide feedback to development teams and other business stakeholders.Identify and report bugs, issues and potential improvements during UAT as well as attend daily standups.

Competitor Analysis/Market Research

Conduct in-depth market and competitor analysis to inform digital experience and strategy team.Identify feature gaps, user experience opportunities and emerging industry trends.Translate research findings into actionable insights for product roadmap planning.

Production Support

Act as the initial point of contact for production incidents and escalations.Triage and prioritize production issues in collaboration with digital experience and tech partners. Include business stakeholders as needed.Drive root cause analysis and recommend product improvements to minimize recurring issues.Coordinate with technical and business partners on resolution timing.Maintain clear documentation on incident history and resolution outcomes.

Other duties as assigned

Minimum Education

Bachelor’s degree or equivalent experience

Minimum Skills

Basic understanding of Agile methodologies and a willingness to learn more about Agile product management.

Minimum Experience

3+ years experience in ecommerce or digital retailExperience with ticket tracking systems (ex: Jira, Fresh Service)Objective and critical thinking skillsExcellent communication skills and ability to work collaboratively within cross-functional teams

Preferred Education

Bachelor’s degree in Business, Digital Business, E-Commerce, Marketing, Computer Science or related field.

Preferred Skills

Product Management or Agile Methodology certificationExperience in eCommerce and Digital Retail

Preferred Experience

Experience with analytical systems and reporting dataKnowledge of arts & crafts industry in a plus

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit mikbenefits.com.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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