Manager III, Systems, Shopbop and Zappos

Key job responsibilities

As the IT Support and Networking Engineering Manager for Zappos and Shopbop, you will:

• Team Leadership & Development
• Hire, onboard, mentor, and develop a team of 8–10 IT professionals — including IT Support Engineers, Systems Engineers, and Network Engineers — distributed across Las Vegas, Madison (WI), and New York City
• Establish clear performance standards, KPIs, and SLAs to drive accountability, service quality, and continuous improvement across the team
• Foster a culture of ownership, where every engineer takes full responsibility for the systems, incidents, and customer experiences under their care

Network & Systems Engineering

• Own and manage network infrastructure (Cisco-based environments), maintaining 99.99% uptime across all managed sites
• Oversee Windows Server environments, Active Directory/ADFS infrastructure, and cloud-based systems
• Lead AWS cloud infrastructure initiatives to reduce operational downtime and mitigate risk
• Support Mac and PC device management programs across all locations

IT Operations & Service Delivery

• Own end-to-end incident management — from triage and on-call response to resolution and post-incident review
• Develop and maintain IT procedures and operational processes
• Manage equipment and asset inventory across multiple sites

Studio & Collaboration Technology

• Maintain audio/visual equipment and studio production technology infrastructure across all locations
• Partner with Studio, Security, and Site Operations teams to ensure seamless cross-functional support

Strategic Initiatives & Amazon Partnership

• Collaborate with Amazon IT teams to align on enterprise policies/standards and identify opportunities for automation, tooling improvements, and operational efficiency
• Lead network and IT site expansions, infrastructure builds, and technology migrations
• Drive adoption of AI-powered tools and automation to elevate IT service delivery
• Create comprehensive documentation and knowledge management systems to support team scalability

Travel

• Conduct regular site visits to Las Vegas and New York to assess infrastructure health, team performance, and operational needs

Basic Qualifications

• 5+ years of developing a team of technical professionals across multiple locations experience
• 4+ years of leading technology teams as a information technology operations manager experience, or Bachelor's degree
• Experience as a network engineer with deployments for large-scale networks in a corporate environment and hands-on experience in physical infrastructure installations including hardware integration, racking, and cabling
• Experience with AWS services or other cloud offerings
• Bachelor's degree
• Strong knowledge of Windows Server administration, Active Directory, and ADFS

Preferred Qualifications

• Knowledge of IT best practice frameworks (ITIL, COBIT) and operational excellence concepts or methodologies
• Experience in operations of highly available and scalable internet systems with a large customer base
• Experience with scripting (e.g. Python, PowerShell)
• Experience in e-commerce or retail technology environments
• Proficiency with Mac and PC device management platforms, including MDM and ABM solutions
• Experience with audio/visual systems and studio production technology
• Experience with Juniper networking equipment and Mist cloud management platforms
• Familiarity with Atlassian product suite (e.g., Jira, Confluence)
• Experience contributing to the definition and implementation of automation opportunities within an operations environment
• Experience with varying scenarios of infrastructure builds
• Usage of generative AI tools to enhance workflow efficiency, with a willingness to learn effective prompting and evaluation practices.
• Ability to recognize opportunities where generative AI could enhance products, workflows, or customer experiences.