Senior, Technology Operations

About:

Bloomingdale’s makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale’s like no other store in the world. Across all brand touchpoints—from Bloomingdales.com to our newest small store concept, Bloomie’s—everyone plays a critical role bringing our mission to life. Our inclusive culture promotes diversity of background, thought and opinion. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative, while having a lot of fun along the way.

Job Overview:

The Senior Manager of Technology Operations plays a key role in driving the efficiency, reliability, and performance of store technology and overarching omnichannel strategies. Serving as a crucial corporate partner to both the Regional Store and frontline Operations leaders, this role bridges the gap between retail technology systems and operations. This role ensures systems supporting customer service, product movement, and omnichannel initiatives (such as POS, BOPS/BOSS, Appointment Booking, and Curbside) operate seamlessly.

The ideal candidate is detail-oriented, highly collaborative, and thrives in a fast-paced environment. They possess strong analytical and communication skills, with a clear understanding of how in-store technology impacts customer experience and operational success.

 Key Responsibilities:

Device & POS Management 

• 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. 

Incident & Escalation Management 

• 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. 

Cross-Functional Partnership & Omnichannel Rollouts 

• 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. 

Training & Documentation 

• 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. 

Reporting & Proactive Analysis 

• 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. 

Strategic Technology Insights 

• 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. 

Qualifications:

• 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. 

This job description is not all inclusive; additionally, Macy’s, Inc. reserves the right to amend this job description at any time. Macy’s, Inc. – including Macy’s, Bloomingdale’s, and Blue Mercury – is an equal opportunity employer, committed to a diverse and inclusive work environment.

DIGITAL00