Job Title: Adobe Commerce (Magento) Operations Manager

LOCATION: LATAM

WORK MODEL: Remote

HIRING MODEL: Mexico and Costa Rica FTE / Brazil can be FTE and Contractor / Any other LATAM location contractor

CLIENT: The Procter & Gamble US Business

PAYRATE 40

Role Overview

The Adobe Commerce (Magento) Operations Manager is responsible for ensuring the stability, performance, scalability, and continuous improvement of enterprise-scale eCommerce platforms built on Adobe Commerce (Magento) for a global FMCG organization.

This role leads platform operations, L2/L3 support, incident management, and optimization initiatives across B2B and B2C commerce ecosystems. The individual will work closely with global development, product, architecture, and business teams to deliver reliable and high-performing digital commerce experiences.

Spanish language proficiency is required to support regional stakeholders and operational activities across Mexico and LATAM markets.

Key Responsibilities

1. eCommerce Platform Operations

• Own end-to-end operations of Adobe Commerce (Magento) platforms.
• Ensure platform availability, reliability, and performance.
• Manage:

• • B2B commerce platforms.
  • Headless storefronts and digital commerce experiences.

• Oversee platform health, monitoring, alerting, and incident response activities.

2. Incident & Support Management (L2/L3)

• Lead incident resolution and problem management across the Magento ecosystem.
• Manage escalations related to:

• • Catalog management.
  • Pricing issues.
  • Checkout and CMS functionality.
  • Integration failures (SAP, APIs, middleware).

• Ensure adherence to SLAs and drive MTTR reduction initiatives.
• Coordinate ticket resolution and stakeholder communications in both Spanish and English.

3. Integration Ecosystem Management

• Oversee integrations with:

• • SAP ERP (orders, pricing, inventory synchronization).
  • CRM and marketing platforms.
  • Cloud-based services and APIs.

• Ensure seamless data flow and interoperability across the commerce ecosystem.
• Support and troubleshoot REST and GraphQL-based integrations.

4. Performance Optimization & Scalability

• Drive performance tuning initiatives for high-traffic FMCG environments, promotional campaigns, and peak seasonal events.
• Optimize:

• • Varnish caching.
  • Redis.
  • Elasticsearch.
  • Database performance.

• Ensure platform readiness for global rollouts and peak-load scenarios.

5. Release & Change Management

• Lead release planning, production deployments, and change management activities.
• Oversee:

• • Patch management.
  • Hotfix implementation.
  • Platform upgrades and enhancements.

• Collaborate with DevOps teams to support CI/CD pipelines and automated deployment processes.

6. Governance & Operational Excellence

• Establish and maintain best practices for:

• • Incident management.
  • Change management.
  • Release governance.
  • Operational reporting and dashboards.

• Drive continuous improvement initiatives to enhance platform stability, efficiency, and service quality.

7. Stakeholder & Vendor Management

• Serve as the primary operational point of contact for:

• • Regional business stakeholders across Mexico and LATAM.
  • Global architecture and development teams.
  • Third-party vendors and external partners.

• Coordinate issue resolution, support activities, and enhancement initiatives.
• Communicate effectively with business and technical stakeholders in Spanish and English.

8. Team Leadership

• Lead and mentor geographically distributed L1/L2 support teams.
• Promote knowledge management, documentation, and ongoing training.
• Foster a culture of accountability, collaboration, and operational excellence.

Required Skills & Experience

Core Technical Skills

• Strong expertise in Adobe Commerce (Magento 2.x).
• Deep understanding of:

• • Magento B2B capabilities.
  • Company accounts.
  • Shared catalogs.
  • Pricing structures.
  • Bulk ordering features.

• Experience with:

• • Headless commerce architectures.
  • GraphQL APIs.
  • PWA solutions.
  • React-based storefronts.

• Strong hands-on experience with:

• • SAP integrations (orders, pricing, inventory).
  • REST APIs.
  • GraphQL APIs.

• Strong technical knowledge of:

• • PHP.
  • MySQL.
  • Elasticsearch.
  • Redis.
  • Varnish.

Operational & Platform Management Skills

• Proven experience managing production environments and business-critical incidents.
• Strong understanding of:

• • Monitoring and observability tools.
  • ITIL processes.
  • Incident management.
  • Problem management.
  • Change management.

• Experience with cloud environments:

• • Google Cloud Platform (GCP).
  • Microsoft Azure.
  • Amazon Web Services (AWS).

• Exposure to containerized and cloud-native architectures.

Language Requirements

Mandatory

• Spanish: Fluent (C1/C2 level).

Required

• English: Professional working proficiency.

Preferred Qualifications

Industry Experience

• Experience in FMCG and Retail eCommerce environments.
• Exposure to global, multi-region digital commerce platforms.
• Understanding of:

• • B2B commerce journeys.
  • B2C commerce journeys.
  • Omnichannel commerce operations.