WHO YOU’LL WORK WITH 

As part of the Converse Technology Operations team, you will act as a functional leader for a team of 8 DevOps and Level 3 support engineers and for Retail technology in general. Your team will focus on advanced support, Site Reliability Engineering (SRE), and software development to support all technology in our Converse stores. You will set priorities and strategy for the team, ensuring they have the necessary resources, processes, and guidance to perform at a high level. 

You will collaborate closely with a diverse range of teams and stakeholders, including: 

• Business and Store Operations: Partner with leaders in various geographies to align on operational priorities and challenges. 

• Technology teams: Work with Nike and Converse teams providing Level 1 and Level 2 support, as well as specialized engineering and infrastructure support. 

• Store Managers: Engage with store managers in Europe and the USA to understand their needs and ensure seamless technology operations. 

• Vendors: Coordinate with vendors to maintain and enhance store technology solutions. 

Your goal will be to deliver impeccable service and an exceptional experience to our 100+ stores across two geographies, ensuring that all stakeholders' challenges and priorities are addressed effectively. 

WHO WE ARE LOOKING FOR 

We are seeking a highly skilled and experienced individual with extensive expertise in retail, support, and infrastructure to join our Tech Ops team. The ideal candidate will have a strong background in leading a DevOps team, in-depth knowledge of in-store end-to-end connectivity and technology, IT service management, and observability tools. You will be a leader in our Retail software engineering space, helping to mature our processes and modernize our integrations and software. You will be passionate about innovation, problem-solving, and committed to delivering high-quality results. 

Key Qualifications: 

• This position is open to a remote work option; candidates must reside in one of the following ( Boston, Atlanta, Beaverton) location

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• Bachelor’s degree in computer science, or related field, or a combination of relevant education, training, and experience.

• Experience: 10+ years of experience in Retail Support & Operations, Infrastructure, and DevOps. 

• Retail Knowledge: Strong understanding of retail and store operations, including Point of Sales systems, ideally Aptos Merch and Sales Audit, and PredictSpring. 

• Technical Skills: Basic understanding of hardware and network requirements for store operations, with the ability to troubleshoot issues. 

• IT Service Management: Experience with IT Service Management, including ServiceNow for incident, problem, change, and knowledge management. 

• Leadership: Proven leadership skills with the ability to mature our Retail software engineering space and lead requirement gathering or discovery sessions. 

• Communication: Excellent communication and interpersonal skills, with the ability to work effectively with a variety of stakeholders, including business leaders, territory leads, and store managers. 

• Agile Coaching: Ability to coach a team in agile best practices and use tools such as Jira and Confluence. 

Additional Information: 

The role is open to remote candidates, with the expectation to be based locally for monthly visits to our Boston HQ or Nike WHQ in Beaverton for events or meetings, as well as occasional visits to local stores, hardware depots, or test labs as needed. 

WHAT YOU’LL WORK ON 

As a Lead Retail Support and Engineering professional on our Retail DevOps team, you will engage in both support and development projects, including Level 3 (L3) support and the creation of new capabilities for Stores and Omnichannel. Your responsibilities will include: 

• Implementing process improvements to enhance both support and development functions. 

• Leading After Action Reviews (AAR) sessions to identify lessons learned and drive continuous improvement. 

• Lead projects such as software upgrades, hardware replacement or new technology implementation. 

• Leading prioritization sessions with business and technology leaders and stakeholders to ensure alignment and focus on key initiatives. 

• Managing and communicating complex or major incidents, providing hands-on leadership and resolution. 

• Driving innovation and strategic initiatives within the Retail space to stay ahead of industry trends. 

• Collaborating closely with Nike and vendors, conducting regular service reviews to ensure high standards of service delivery. 

• Ensuring world-class quality in deliverables and support levels, maintaining high standards of excellence. 

• Defining and tracking metrics and Key Performance Indicators (KPIs) with clear targets for the team. 

• Implementing and maintaining Continuous Integration/Continuous Deployment (CI/CD) pipelines using tools such as Jenkins and GitHub Actions, and enhancing observability with tools like New Relic and Splunk. 

• Actively participating in agile ceremonies, including sprint planning and retrospectives, to foster a collaborative and efficient work environment. 

• Supporting peak sales periods in stores by coordinating and leading readiness activities and hands-on execution.