Production Operations Specialist (Salesforce Commerce & OMS)
Merkle (Dentsu) · Posted Sep 28
Data-driven customer experience management, digital transformation, CRM, and analytics services
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About the role
Merkle, part of Dentsu, is hiring a Production Operations Specialist to deliver reliable, high-quality production support for Salesforce Commerce Cloud and Order Management Systems. The role sits within a production operations function covering order lifecycle, integrations, APIs, and order exceptions across e-commerce and fulfillment ecosystems. This specialist will investigate complex cross-system issues, own incidents end-to-end, and partner with internal and external teams to drive timely resolution.
What you will do
- Analyze complex cross‑system issues and propose actionable, solution‑oriented recommendations.
- Communicate clearly with full context to ensure alignment across internal teams.
- Maintain rigorous organization, documentation, and information management throughout investigations.
- Operate independently with strong judgement, prioritization, and self‑direction.
- Collaborate with internal and external partners to accelerate issue resolution and remove blockers.
- Act as a dependable, professional point of contact with full end‑to‑end ownership of issues.
- Provide solution‑first updates focused on recommendations rather than open questions.
- Demonstrate confidence, independence, and leadership during incident triage.
- Engage stakeholders proactively to identify risks, remove blockers, and drive resolution.
Skills used in this role
What the employer is looking for
- Strong analytical and problem‑solving skills with the ability to diagnose complex issues.
- Excellent verbal and written communication with emphasis on clarity and context.
- Ability to operate autonomously in high‑pressure, fast‑paced environments.
- Strong organizational skills for managing investigations and documentation.
- Experience in Production Support or operational roles within technology environments.
- Salesforce Commerce Cloud (SFCC) — deep working knowledge of order lifecycle and integrations.
- Order Management Systems (OMS) — hands‑on experience with order flows and exceptions.
- IBM Sterling OMS — working knowledge preferred, plus understanding of integration patterns.
- Familiarity with REST/SOAP APIs, log analysis, and monitoring tools.
Preferred qualifications
- Experience with major incident management processes.
- Exposure to e‑commerce and fulfillment ecosystems.
- Experience collaborating across product, engineering, and client teams.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Merkle (Dentsu)
Merkle is a leading technology-enabled, data-driven customer experience management (CXM) company and a dentsu company. It specializes in delivering unique, personalized customer experiences across platforms and devices by leveraging a strong heritage in data, analytics, and technology. Fortune 1000 brands partner with Merkle to build deep customer relationships, drive digital transformation, and execute data-led marketing strategies.
- Industry
- Digital Marketing
- Company size
- 16000+ employees
- Founded
- 1988
- Location
- Columbia, Maryland, USA
- Funding stage
- Public Company
Funding
Public Company
Leadership
Global President, Merkle & Global Practice President - CXM, Dentsu Group
Chief Financial Officer
Chief Operating Officer, Americas
Chief Technology Officer, Americas
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