IT Director - Connected Customer Web, Customer Pickup, CRM

Major Responsibilities

• Own and drive a multi-year technology roadmap across a portfolio of enterprise applications, platforms, and integrations. Translate evolving business priorities into scalable system capabilities and phased delivery strategies. Partner with enterprise architecture to align solutions with integration patterns, data strategy, and platform direction.
• Evaluate and recommend build vs. buy decisions, vendor strategy, and platform investments. Anticipate future capability needs and proactively evolve the technology landscape ahead of business demand.
• Lead multiple teams responsible for the design, development, integration, and support of enterprise systems. Oversee delivery across internal teams and third-party partners, ensuring predictability, quality, and scalability. Drive alignment and coordination across cross-functional initiatives spanning multiple systems and business areas.
• Establish and enforce standards across SDLC, QA, release management, and production support. Ensure effective prioritization and trade-off decisions across competing initiatives and constraints.
• Build, scale, and evolve organizational structures to support current and future delivery needs. Lead and develop senior managers, managers, and technical leaders with clear accountability and performance expectations. Define workforce strategy, including onshore, offshore, and partner utilization mix. Drive recruiting, retention, and development strategies for critical technical roles.
• Establish a culture of ownership, accountability, and continuous improvement.
• Lead the evolution from centralized delivery models to more modular, domain-aligned ownership structures. Support the creation and scaling of new capability areas aligned to business growth. Plan and execute phased hiring and team expansion aligned to roadmap milestones. Drive standardization of reusable services, shared platforms, and integration layers.
• Ensure high availability, performance, and reliability across all owned systems. Partner with SRE and support teams to improve monitoring, alerting, and incident response maturity. Drive structured reduction of technical debt and legacy system risk. Define and track KPIs related to system health, delivery performance, and operational efficiency. Lead root cause analysis and continuous improvement following major incidents.
• Own budgeting, forecasting, and financial planning for the technology portfolio. Manage vendor relationships, contracts, statements of work, and performance expectations. Optimize cost structures across labor, tools, and platforms. Ensure effective utilization of external partners while maintaining internal ownership of critical capabilities.
• Serve as a primary technology partner to senior business leaders across functional domains. Provide clear, concise updates on roadmap progress, risks, and investment needs. Translate complex technical concepts into actionable insights for executive audiences. Influence prioritization and funding decisions across the organization.

Minimum Eligibility Requirements

• Bachelor's degree in Computer Science, Information Systems, or related field (relevant experience can be substituted for the required education based on one calendar year of experience for one academic year of education).
• 12+ years of progressive IT experience, including significant experience leading multiple teams and layered leadership structures (managers of managers).
• Demonstrated success delivering large-scale, cross-functional technology initiatives in a complex enterprise environment.
• Proven ability to scale organizations from small teams to multi-team portfolios.
• Experience owning a multi-year technology roadmap across multiple platforms or business domains.
• Experience managing operating budgets, vendor contracts, and blended delivery models.
• Strong communication, leadership, prioritization, and organizational skills.
• Ability to operate effectively in a fast-paced, evolving, multi-system environment.
• Excellent communication skills (verbal and written), with the ability to engage both executive and technical audiences.

Preferred Qualifications

• Leadership & Organizational Scale: Track record of building and developing leadership talent, including hiring and growing managers. Experience leading organizations through periods of significant growth, transformation, or restructuring. Experience defining and operating against an organizational design that evolves with business need.
• Enterprise Technology Expertise: Deep understanding of enterprise architecture patterns, including API-led integration and service-oriented architectures. Familiarity with event-driven and asynchronous processing models. Experience with data platforms, warehousing, and analytics ecosystems. Experience with hybrid cloud and distributed systems, including coexistence between cloud and on-prem platforms. Familiarity with enterprise data governance and data integration strategies.
• Delivery & Execution Excellence: Strong understanding of modern development practices, including Agile and DevOps methodologies. Experience driving improvements in delivery predictability, quality, and speed. Experience with automation, CI/CD pipelines, and infrastructure-as-code practices. Experience implementing or scaling cloud-based platforms and services. Operational & Production Ownership Experience: owning systems in production with accountability for uptime, performance, and support. Familiarity with monitoring, observability, and incident management practices. Proven ability to improve system stability and reduce operational risk over time.
• Vendor & Financial Management: Experience managing large vendor engagements and statements of work. Strong financial acumen, including budgeting, forecasting, and cost optimization. Ability to evaluate ROI and make strategic investment decisions.
• Strategic Thinking & Influence: Ability to think beyond immediate delivery and shape long-term technology direction. Strong influencing skills across technical and non-technical stakeholders. Experience working directly with executive leadership and presenting to senior audiences. Experience in retail, supply chain, or other high-volume transaction environments preferred. Experience with large-scale enterprise transformations or platform modernizations preferred.