Manager Store Support Services
The Vitamin Shoppe - North Bergen, NJ

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Essential Qualification:
Education/Certification:

Bachelor ’s Degree or equivalent combination of

experience and instruction Required Knowledge:

In-store technology (specialty retailer) Experience Required:

3-6 years of supervisory level retail technology support

experience

Skill and Ability:

Ability to work with minimal supervision

Ability to review sophisticated technical journals and apply the information from them

Ability to work with various departments

Job Description:
This is an IT leadership position that is responsible for the delivery, reliability and performance of The Vitamin Shoppe’s in-store technology. The Manager of Store Support Services is the first point of escalation for the Retail Systems Help Desk regarding store technology issues. The position also acts as the liaison to IT’s senior engineers as it relates to technology issues that impact multiple stores or with regard to the deployment of newly introduced store technology. The Manager of Store Support Services is required to conceive of and drive process improvements that result in the consistent attainment of internal team and external vendor SLAs. It is also critical that the Store Support team is able to improve upon its SLA commitments over time. The goal of the Store Support Services Manager is to move the current support posture from reactive to proactive. In this regard the individual must be a superior technology analyst and process innovator and cultivate extremely collaborative partnerships with both the Retail Help Desk and Technology Engineering teams. The Store Support Team is also responsible for delivering all of the technology required to open a new store via well documented deployment processes. Performance metrics must be established, reported on, and used to identify opportunities and drive improvements. Store technology includes but is not limited to network and voice circuits, network hardware, structured cabling, in-store wireless, cash registers, thin clients, report printers, label printers, scanners, wireless computing devices and security management. Most importantly, as the organization’s store support leader, the Manager of Store Support Services is expected to be in a perpetual team building mode. Existing team members need to be challenged and provided with development plans and the training required to achieve development goals. The hiring of qualified and driven individuals needs to be carried out in a professional and timely manner. Essential Functions :

Deploy New Store Technology:

· Develop and execute a new store technology deployment program based on well documented SOPs that account for construction and technology procurement lead times and internal and external equipment staging, testing and installations

· Monitor team’s adherence to new store SOPs and solve for any process impediments

· Insure that the Store Support Services team provides interim technology where needed to insure that a store always opens on schedule (e.g., deploy and 4G Airlink when a terrestrial circuit install is late)

“IT will never be the reason a store misses its planned opening date”

· Maintain and adhere to deployment standards that drive consistency and version control across all new store technology

· Identify, test and pilot new technology that is being considered for addition to the new store technology model

· Attend and participate in recurring new store planning sessions held by the Construction and Retail Operations teams and solve for any process inconsistencies that arise

· Assist management in the creation of new store technology budgets and insure that the team’s activities support both capital and operating expense plan targets for new store technology

· Establish and maintain asset databases for the purpose of managing in-store technology inventories and supporting all internal and external depot support programs

· Regularly identify, evaluate and recommend solutions to improve the new store technology deployment process

1. Monitor and Manage In-store Technology:

· Develop or purchase, implement and utilize monitoring software to gain visibility to core store technology components and to insure that a proactive support culture is fostered

· Review, evaluate, enhance or replace existing monitoring technologies and/or services to insure that the Retail Systems Help Desk team has the tools required to support their transformation from a reactive break/fix organization to a proactive driver of consistent in-store technology performance

· Develop automated notification solutions to insure the right IT support personnel know about potential or actual store technology issues as early as possible

· Work closely with the Retail Systems Help Desk to insure that all team members are well versed on any monitoring mechanisms deployed by the Store Support Services team and that they are leveraging all aspects of the solutions

2. Support In-Store Technology:

· Monitor, review and analyze in-store technology trends via HEAT ticket analysis, frequent store visits, associate interviews and partnerships with The Vitamin Shoppe’s internal and field based Store Operations teams - Regional Directors, District Managers, etc.

· Prioritize opportunities per above from a customer and/or associate experience perspective and develop and present recommendations to include expected results, time frame and costs

· Partner with IT and/or business management to support recommendations with a formal business case and capital authorization package where applicable

· In partnership with IT management and the senior IT engineers, conduct proof-of-concept projects to confirm the expected benefits and deployment assumptions associated with technology that is being considered as an addition to or a replacement for existing in-store technology

· In partnership with IT management and the Store/Business Applications team analyze the capability of existing or new in-store technology to efficiently and reliably deliver application access and expected application performance to store associates and/or The Vitamin Shoppe’s customer base (e.g., processing horsepower of in-store computing hardware, network capacity and throughput, etc.)

· Identify, establish and utilize analytics tools either in partnership with IT’s senior engineers or independently to assist with the analysis of suspected in-store technology performance issues

· Develop, manage and execute in-store technology refresh programs to insure that all deployed technology is supportable and performing per specifications and expectations

· Develop and deploy “return to depot” programs that insure that the Retail Systems Help Desk has the means to cost effectively and quickly execute the replacement of defective in-store technology in a manner that supports an accurate inventory of all store technology

3. Project Management/Technology Leadership:
  • Analyze, develop, document and execute project requirements, costs and success metrics as related to large assignments
  • Assemble, coordinate and manage internal, external and cross departmental project teams as required to deliver assigned projects
  • Develop and lead staffing of an Store Support Services team
· Develop, manage, maintain project plans in order to meet business timelines and accurately report project status to management

· Participate on dynamic project teams as a subject matter expert in the area of database planning, design and implementation

Supervisory Responsibilities:

Conduct yearly performance appraisals and mid-year associate performance reviews

Develop and oversee performance development plans

Manage the team in a way that insures consistent performance improvement and builds cross-functional depth

Manage and oversee the work of outside consultants engaged to assist the activities of the team

Establish future staffing models and manage reports based on business service levels, environment complexity and budgeting constraints

Seek to identify and develop skills and team members in a way that aligns with Strategic and Mission Critical service delivery objectives

Our competitive salary and benefits package includes matching 401K, medical, dental insurance, vision-care plan, prescription drug coverage, disability benefits, confidential employee assistance program, health advocacy program, life insurance, flexible spending accounts, paid time off, paid holidays, associate discount, a credit union, an on-site gym and wellness programs.

The Vitamin Shoppe - 20 months ago - save job
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About this company
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Vitamin Shoppe helps vitamin-takers meet their recommended daily requirements. The fast-growing company sells vitamins, supplements, and...