Director, Store Technology Operations & Deployment

About the Role

The Director, Store Technology Operations & Deployment leads field execution and store technology deployment across a large, distributed retail environment. This role ensures technology is planned, deployed, validated, supported through hypercare, and transitioned into steady-state operations. It combines retail technology delivery, field operations, vendor and managed services oversight, and depot and asset readiness, supporting 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Skills

• 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 taper off to about 10-15%.

Benefits

• Competitive wages and flexible hours.
• Associate discount.
• Medical, dental, and vision coverage.
• Life and disability insurance.
• Paid time off and paid holidays.
• 401(k) plan.
• Training and development opportunities.

Pay

Min-Mid $135,000.00 - $175,000.00

Schedule

Full-time, hybrid role.