Engineer, Retail Tech Operations

About the role

The Retail Operations Engineer at VF is responsible for ensuring the stability, performance, and continuous improvement of retail technology systems across store environments. This role acts as a critical bridge between engineering, infrastructure, and store operations, driving operational excellence, minimizing downtime, and enabling seamless customer and associate experiences.

Responsibilities

• Monitor and maintain the health and availability of store systems including POS, payment devices, network infrastructure, and in-store applications.
• Proactively identify and resolve system issues impacting store operations, transaction processing, and customer experience.
• Partner with NOC and support teams to ensure 24/7 operational coverage and rapid incident response.
• Aid in leading the triage, root cause analysis, and resolution of major incidents affecting store systems.
• Coordinate cross-functional teams (network, infrastructure, application, vendors) during outages.
• Drive problem management practices to reduce recurring issues and improve system reliability.
• Analyze system performance metrics (transaction latency, uptime, network response, device health).
• Support improvements to enhance system stability, scalability, and store efficiency.
• Support capacity planning and performance tuning for peak retail periods.
• Support deployment and validation of new features, patches, and releases in store environments.
• Ensure changes are tested, documented, and implemented with minimal disruption to operations.
• Partner with engineering and product teams to ensure operational readiness.
• Leverage tools such as Datadog, Dynatrace, Instana, ServiceNow, or similar platforms to provide end-to-end visibility.
• Develop dashboards and alerts that provide a “single pane of glass” view of store health, transactions, and infrastructure.
• Continuously improve monitoring coverage and alert accuracy.
• Collaborate with external vendors to ensure SLA adherence and service quality.
• Evaluate vendor performance and drive accountability for issue resolution and continuous improvement.
• Ensure retail systems adhere to PCI DSS and corporate security standards.
• Support audits, remediation efforts, and documentation related to compliance requirements.
• Maintain clear runbooks, knowledge articles, and operational procedures.
• Provide executive-level reporting on system health, trends, incidents, and improvement initiatives.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
• 5+ years of experience in IT operations, retail technology, or infrastructure engineering.
• Hands-on experience with POS systems, network infrastructure, and store technologies.
• Strong knowledge of incident, problem, and change management processes (ITIL preferred).
• Experience with monitoring/observability tools (e.g., Datadog, Dynatrace, Splunk, etc.).
• Familiarity with ServiceNow or similar ticketing systems.
• Understanding of networking fundamentals (WAN/LAN, VPN, store connectivity).
• Strong analytical and problem-solving skills.
• High sense of ownership and accountability.
• Excellent cross-functional collaboration and communication.
• Focus on operational excellence and continuous improvement.

Preferred Skills

• Experience supporting large-scale retail environments (multi-store, distributed operations).
• Knowledge of payment systems and PCI compliance requirements.
• Background in cloud platforms (Azure, AWS) and modern application architectures.
• Experience with SAP, OMS, or retail enterprise systems.
• Automation and scripting experience (PowerShell, Python, etc.) is a plus.

Pay

Hiring Range: $80,000.00 USD - $100,000.00 USD annually

Schedule

Full-time