Position Overview

The Director, Store Technology Operations & Deployment leads field execution and store technology deployment across a large, distributed retail environment, ensuring technology is planned, deployed, validated, supported through hypercare, and transitioned into steady-state operations.

This role combines retail technology delivery, field operations, vendor and managed services oversight, and depot and asset readiness. It supports store openings, relocations, remodels, refreshes, closures, rollouts, and break/fix coordination.

The Director leads a hybrid delivery model spanning internal teams, field providers, managed services partners, depot/logistics partners, and offshore resources, driving execution discipline, accountability, and continuous improvement in readiness, deployment quality, stability, and cost efficiency at scale.

A Day in the Life

Store Technology Deployment & Lifecycle Management

• Own end-to-end field readiness and execution for store openings, relocations, remodels, refreshes, closures, downsizes, and rollout programs.

• Oversee planning, coordination, execution, validation, issue resolution, closeout, and transition of store technology deployments.

• Partner with Store Operations, Store Development, Construction, PMO, Infrastructure, Store Systems, Service Desk, IT Operations, and external providers to manage dependencies and execution quality.

• Ensure stores open and operate with stable, supportable technology and minimal post-launch disruption.

• Define readiness standards, validation criteria, and go/no-go inputs for major store technology initiatives.

• Lead hypercare and stabilization for new stores and major deployments, ensuring rapid issue resolution and smooth transition to steady-state support.

• Reduce post-opening incidents, recurring field issues, and deployment defects through structured root cause analysis and corrective action.

Field Services Strategy & Execution

• Lead field services strategy for store technology deployment, store readiness, and execution across a multi-site retail environment.

• Establish scalable operating practices, standards, governance, and performance measures to improve consistency, quality, speed, and cost efficiency.

• Drive continuous improvement across deployment readiness, field execution, vendor performance, depot readiness, hypercare, and support transition.

• Mature the function toward more proactive, standardized, data-driven, and repeatable field operations.

Vendor, MSP & Depot Operations Management

• Lead performance management across field services vendors, MSPs, offshore teams, deployment partners, and depot/logistics providers.

• Establish governance frameworks including scorecards, operating reviews, service levels, and corrective action processes.

• Manage hybrid delivery models across onshore/offshore teams, ensuring effective coordination, escalation management, and accountability.

• Oversee end-to-end asset lifecycle management including staging, kitting, deployment, repair, return, refurbishment, and tracking of store technology assets.

Operational Governance, Metrics & Leadership

• Lead, coach, and develop managers, analysts, coordinators, and field/managed service teams.

• Define KPIs and operating metrics for field execution, deployment quality, readiness, vendor performance, depot operations, asset compliance, and cost efficiency.

• Use dashboards, reporting, and operational reviews to identify trends, issues, and improvement opportunities.

• Align field practices with ITSM disciplines including incident, problem, change, knowledge, asset, and service transition management.

• Manage budgets, resource forecasts, vendor capacity, travel, depot costs, and cost-per-deployment optimization.

• Communicate performance, risks, decisions, and trade-offs to IT, business, store, vendor, and executive stakeholders.

You'll Come With

Required Qualifications
• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field, or equivalent practical experience.
• 10+ years of progressive IT leadership experience in field services, store technology, infrastructure delivery, distributed operations, retail technology, or large-scale site deployment environments.
• 5+ years of experience leading managers, coordinators, analysts, field support teams, deployment teams, junior technical resources, or hybrid delivery teams.
• Demonstrated success supporting store openings, remodels, relocations, refreshes, closures, rollout programs, or large-scale technology deployment activity in a multi-site environment.
• Experience leading third-party field service vendors, deployment partners, managed services providers, depot/logistics partners, or other technology service providers.
• Experience operating within hybrid delivery models, including internal teams, vendors, MSPs, offshore resources, and cross-functional technology teams.
• Strong understanding of store or site technology environments, including POS, peripherals, end-user devices, voice, network/site dependencies, payment dependencies, and related operational technologies.
• Experience with service delivery reporting, operational metrics, issue management, root-cause analysis, service transition, and continuous improvement.
• Strong budget, forecasting, resource planning, vendor governance, and cost-management experience.
• Excellent written, verbal, executive-level, and cross-functional communication skills.

Preferred Qualifications
• Retail or other highly distributed enterprise experience.
• Experience with store technology modernization, standardized deployment models, reduced-footprint store technology, or Store-in-a-Box style approaches.
• Familiarity with ServiceNow or ITSM-based processes, including incident, problem, change, knowledge, asset tracking, and service transition.
• Experience managing offshore technical delivery teams and cross-time-zone operations.
• Experience with depot operations, device lifecycle management, hardware logistics, asset recovery, or store technology kitting.
• ITIL, PMP, Lean Six Sigma, or equivalent operational/project management certification.

Key Skills and Competencies
• Strong field execution, operational leadership, project/program management, and deployment management discipline.
• Excellent vendor, MSP, offshore delivery, and partner accountability skills.
• Ability to balance speed, quality, risk, cost, store experience, and service stability in a fast-paced environment.
• Strong analytical, reporting, dashboarding, problem-solving, documentation, and follow-through capability.
• Ability to lead through ambiguity, manage escalations, influence without direct authority, and maintain composure under pressure.
• Hands-on, pragmatic leadership style with strong customer and store orientation.

Physical Requirements
• Standard office environment with extended periods at a computer workstation.
• Ability to participate in escalations, critical incidents, deployment windows, and occasional evening/weekend support as business needs require.
• Travel for the first 12-months about 30-35% to stores, corporate sites, vendor locations, or project locations as needed. After year one travel should tapper off to about 10-15%.

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Compensation Range: $135,000.00 - $175,000.00