At a Glance
- Tasks: Manage live site incidents and bugs, ensuring smooth e-commerce operations.
- Company: Join NET-A-PORTER, the leading luxury fashion destination for women.
- Benefits: Enjoy performance bonuses, staff discounts, private healthcare, and flexible working.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Be a key player in enhancing customer experience and operational excellence.
- Qualifications: Experience in e-commerce incident management and strong communication skills.
The predicted salary is between 37800 - 46200 £ per year.
NET-A-PORTER is the leading luxury fashion destination for women. The first digital platform of its kind, NET-A-PORTER has revolutionised the way women shop, delivering fashion, fine jewelry & watches and lifestyle collections to the world’s most discerning women.
To support our Site Trading Management team we are searching for an Incident and Bug Manager to be based in our London office.
WHAT YOU WILL DO
- Own the daily intake, logging, and triage process for live site defects, categorizing user errors, platform bugs, and scale issues to drive clear prioritization across technical teams.
- Translate complex technical incidents into clear, jargon-free updates, ensuring commercial and operational stakeholders understand real-time site status, fix strategies, and timelines.
- Lead dedicated real-time incident channels to drive issue replication, gather context, coordinate cross-team efforts, and overcommunicate status during live site outages or defects.
- Continuously evaluate live issues against trading metrics, conversion funnels, and customer experience to ensure fix prioritization accurately reflects commercial urgency.
- Facilitate post-incident reviews (Root Cause Analyses) following major defects to identify root causes, document key learnings, and track long-term remediation with Product and Engineering.
- Create and communicate clear operational workarounds for site trading, content, customer care and merchandising teams while technical fixes are actively being deployed.
- Monitor bug resolution velocity and maintain SLA visibility, preventing critical defects from stalling and identifying recurring systemic issues across the platform.
METRICS YOU ARE RESPONSIBLE FOR
- Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) for critical/high-severity live site incidents.
- Incident resolution time and SLA compliance across technical triage queues.
- Incident communication velocity and stakeholder satisfaction (clarity and frequency of updates).
- Reduction in recurring site operational bugs and systemic platform defects.
- Accuracy of bug impact assessment and prioritization against commercial/trading risk.
- Successful delivery and adoption of operational workarounds during live technical remediation.
WHO YOU ARE
- Proven experience in e-commerce incident management, live site support, or operational defect triage.
- Exceptional written and verbal communication skills, with a demonstrated ability to translate technical jargon into clear, concise business updates.
- Calm and decisive under pressure, with strong analytical skills to evaluate customer and revenue impact during live incidents.
- Deep familiarity with e-commerce site architecture, data propagation, customer conversion funnels, and backend tooling (PIM, OMS, CMS).
- Experience facilitating Root Cause Analyses (RCAs) and driving continuous improvement post-incident.
- Strong cross-functional coordination skills, with the drive to overcommunicate and manage dedicated real-time incident channels actively.
- Comfortable with on-call outside of working hours to manage issues occurring in the evenings and weekends.
WHAT WE OFFER
- Performance bonus schemes dependent on the type of role you are in.
- A pension that both you and the company contribute to.
- A portal with an array of discounts on things like theme park and cinema tickets.
- Our famous staff discount along with exclusive staff sales.
- Private healthcare.
- Flexible working.
LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Experience Level: Associate
Workplace Type: Hybrid
Incident and Bug Manager employer: LuxExperience
At NET-A-PORTER, we pride ourselves on being a leading luxury fashion destination that fosters a vibrant and inclusive work culture. Our Westfield office in London offers a dynamic environment where creativity thrives, supported by a dedicated team of experts. With competitive benefits including flexible working, private healthcare, and exclusive staff discounts, we are committed to your professional growth and well-being, making us an exceptional employer for those passionate about digital media in the luxury sector.
StudySmarter Expert Advice🤫
We think this is how you could land Incident and Bug Manager
✨Get to Know Your E-commerce Community
Dive into specific e-commerce forums and groups on platforms like Reddit or Facebook. Engaging with these communities can open up opportunities and give you insights into what companies like LuxExperience are looking for when hiring for a Incident and Bug Manager.
✨Showcase Your Skills with an Online Portfolio
In e-commerce, a strong online presence can set you apart. Create a portfolio that highlights any projects, case studies, or even personal ventures related to e-commerce. When you apply to LuxExperience for the Incident and Bug Manager, a tangible demonstration of your skills could make a huge difference.
✨Attend E-commerce Events and Conferences
Keep an eye on e-commerce conferences and workshops in your area. Not only will you gain valuable knowledge, but networking with industry professionals could lead to job leads. Plus, if you're keen to work at LuxExperience as a Incident and Bug Manager, rub shoulders with their representatives when possible!
✨Utilise Company Resources
Don’t forget to check out LuxExperience’s career page for any unique application processes or opportunities that might not be listed on job boards. Applying directly through their website might give your application a bit more visibility, especially for a Incident and Bug Manager.
We think you need these skills to ace Incident and Bug Manager
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at LuxExperience, make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with LuxExperience's goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at LuxExperience. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at LuxExperience
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that LuxExperience uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
✨Technical Questions: Prep for the Specifics
Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at LuxExperience. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
