Title: VP of Retail IT Operations

Position: Full time Hybrid in Oakland, CA. (Candidates must be local to the San Francisco bay area or willing to relocate)

Ideal skills: Retail, POS

Base Salary range: $220-$275K. Depending on experience

As the VP of IT Operations, you will lead the strategy, delivery, and continuous improvement of our core IT operations functions—Infrastructure, Network, Service Desk, and Store Technology. Your mission is to ensure seamless, scalable, and reliable technology services that power the company’s stores, warehouses, and corporate teams. You will play a critical role in driving operational maturity across infrastructure platforms, enabling innovation while delivering consistent uptime and performance. This includes leading cloud modernization, SRE adoption, automation, and the integration of service management frameworks to support our growing retail footprint. You will collaborate closely with Business Solutions, Security, and Data & Development teams to ensure that technology operations are aligned with business priorities and deliver measurable outcomes. VP of IT Operations will report to the SVP, Chief Information Officer.

Responsibilities Include:

Strategic Leadership & Vision Define and execute a 3–5-year vision for IT Operations aligned with enterprise goals and transformation programs
Translate enterprise objectives into roadmaps across infrastructure, service management, and store systems
Serve as a strategic partner to executive leaders, enabling operational readiness for business growth
Evolve traditional infrastructure and support into a product-aligned, service-oriented model
Core Infrastructure & Technology Operations Lead enterprise-wide infrastructure services, including cloud, data center, network, end-user computing, and retail systems
Oversee store Point-of-Sale platforms, hosting infrastructure, and corporate application operations
Ensure 24 × 7 service availability and performance for all production environments, including peak retail periods
Drive platform observability, resilience, and standardization across store and enterprise technologies
Service Management & Operational Excellence Build and mature ITIL-aligned practices (incident, change, problem, configuration)
Lead service desk transformation, knowledge management, and shift-left/self-service automation
Champion proactive incident management and RCA practices to reduce unplanned downtime
Establish and monitor operational KPIs including MTTR, SLA compliance, and customer satisfaction
People & Vendor Leadership Lead and develop a high-performing team across infrastructure, service delivery. and retail systems
Build skills in cloud operations, automation, SRE, and field support
Establish clear performance goals, succession plans, and learning pathways
Manage strategic vendor and MSP relationships with outcome-based SLAs and governance
Financial & Portfolio Management Own OpEx and CapEx budgets for infrastructure and operations; ensure alignment with business value
Drive efficiency through consolidation, automation, and vendor optimization
Partner with Finance and the PMO to forecast resource needs and support program delivery
Provide executive transparency into project readiness, spend, and ROI

About You:
10+ years in IT infrastructure, service delivery, or enterprise operations
5+ years in senior leadership roles with strategic and operational accountability
Retail technology experience (POS, store infrastructure) strongly preferred
Bachelor’s degree or equivalent combination of experience and education; advanced degree or MBA preferred
Hands-on, outcomes-oriented operations leader with deep infrastructure knowledge and a passion for delivering reliable, customer-focused services.
You thrive in complex, fast-paced environments, and you bring discipline, structure, and strategy to everything you touch.
You lead with empathy, think at enterprise scale, and deliver technology that just works.
Strategic and operational thinker who drives alignment across people, process, and technology
Skilled communicator with the ability to translate technical issues into business impact
Proven team builder and mentor; fosters a culture of accountability, ownership, and continuous learning
Effective in vendor negotiations, contract management, and partner collaboration
Able to operate with urgency while building long-term stability
High integrity, strong business judgment, and customer-centric mindset
Deep understanding of hybrid cloud operations (AWS/Azure/GCP) and platform engineering
Demonstrated success implementing SRE, automation, and ITSM/ITIL practices at scale
Experience managing large vendor ecosystems and support teams across multiple locations
Strong command of budgeting, forecasting, and multi-year investment planning

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.modis.com/en-us/candidate-privacy/

The Company will consider qualified applicants with arrest and conviction records.

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VP of IT Operations

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