Bloomingdale's Senior, Technology Operations
- Oversee the full lifecycle of store technology devices, including inventory control, colleague onboarding, and device portal administration.
- Manage implementation and optimization of core technologies such as point-of-sale (POS) systems, mobile devices, and clienteling tools.
- Manage POS configurations, backend setups, and system settings to ensure optimal functionality across the retail fleet.
- Develop and enforce process and technical standards in partnership with leadership and key stakeholders; make recommendations on hardware, software, and test environments to ensure smooth and steady operations.
- Act as a primary leader in the issue identification, analysis and escalation process, guiding staff and vendors to determine the most effective correction path.
- Serve as project leader during critical situations, managing deployments and coordinating all parties to ensure a swift and successful resolution.
- Provide mentorship and technical guidance to project contributors, with the capacity to assume direct people management as the team structure evolves.
- Serve as a key point of contact between store teams and central support, clearly communicating upcoming technology changes and initiatives.
- Drive operational excellence through indirect leadership of vendors and partners, maintaining flexibility to scale and lead a dedicated internal team based on future organizational needs.
- Ensure compliance with brand standards, operational processes, and service level agreements (SLAs).
- Elevate customer experience by ensuring store tech aligns with Omni Customer Experience scores and Omni demand metrics.
- Collaborate with technical teams on quality assurance (QA), configuration management, and release processes to ensure smooth deployments.
- Create, maintain, and continuously improve training materials and operational documentation to support store teams.
- Partner with cross-functional stakeholders to ensure documentation reflects current business processes and system updates.
- Monitor and analyze incidents to identify recurring issues and improvement opportunities.
- Develop and recommend proactive and preventative support strategies to anticipate and avoid future issues, moving beyond scripted solutions to enhance operational stability.
- Maintain and share reports on key technologies, including POS, phone systems, and mobile devices.
- Conduct ad-hoc analyses to support business decisions and drive process improvements.
- Deliver insights on technology trends by location, business channel, and product category to inform strategic planning.
- Gain a deep understanding of business drivers linked to store technology programs.
- Identify and recommend innovative solutions to improve store operations and enhance customer experience.
- Bachelor's degree in Information Technology, Business Administration, or a related field.
- 7+ years of experience supporting and troubleshooting technology in a dynamic, professional setting-preferably in retail.
- 3-5 years of management experience in a retail or omnichannel environment.
- Proven experience with technology project management and implementation.
- Strong problem-solving skills and the ability to translate technical issues into actionable business solutions.
- Excellent written and verbal communication skills; able to effectively convey technical information to both technical and non-technical audiences.
- Working knowledge of network infrastructure (e.g., servers, switches, access points), POS systems, and Mobile Device Management (MDM) tools.
- Familiarity with support ticketing systems and incident resolution tracking.
- Advanced proficiency in Microsoft Excel and PowerPoint.
- Passionate about leveraging technology to improve performance, efficiency, and customer satisfaction.
- Demonstrates initiative, adaptability, and a proactive mindset in solving complex challenges.
- Committed to continuous learning and staying updated on emerging technology trends and industry best practices.
- Able to work a flexible retail schedule, including days, evenings, weekends, and holidays, based on department and company needs.
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