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Sr. Manager, IT Store Support & Operations

Foot Locker

Foot Locker

IT, Customer Service, Operations
Dallas, TX, USA · United States
Posted on Thursday, June 27, 2024

We have an exciting opportunity to join our Store Tech Services team as a Sr Manager, Store Support & Operations. The successful candidate will lead the transformation of Store Support and Store Operations in our global retail environment, driving process optimization, innovation, and reliability. You will manage partner relationships, oversee L1, L2, and L3 store support tiers, and expand store monitoring capabilities. Delivering advanced support for Xstore, you’ll partner with our engineering store systems and quality assurance teams. Proven leadership experience in team transformation within a retail environment is essential.


  • Lead the transformation of Store Support and Store Operations teams, implementing strategic initiatives to enhance efficiency, optimize processes, and drive innovation within our retail environment
  • Foster a culture of continuous improvement, resilience, and adaptability to meet evolving business needs
  • Enhance the Store Support and Store Operations processes, ensuring alignment with organizational goals and industry best practices
  • Partner with our engineering team to drive reliability
  • Enhance L1, L2, and L3 support tiers, focusing on delivering exceptional service in our retail environment
  • Build and nurture strong relationships with partners, stakeholders, stores, and vendors to ensure seamless collaboration and support
  • Expand and enhance store monitoring capabilities, leveraging advanced technologies, integrations, and analytics to proactively identify and address operational opportunities, ensure optimal performance, and minimize downtime
  • Take the lead role in supporting Xstore, providing expert guidance to resolve issues, optimize configurations, and align the platform with business objectives; collaborate closely with the Xstore development and quality assurance teams
  • Develop and implement a comprehensive Store Health dashboard, providing real-time insights into performance, reliability, and operational efficiency
  • Utilize data analytics to make informed decisions, identify trends, and drive continuous improvements in store support and operations
  • Drive and mature the relationship with third-party partners, assess and monitor the quality of provided support, and ensure accountability of contract details, including all documented SLAs


  • Bachelor’s degree in Computer Science, Information Technology, or related field
  • Proven track record in successfully transforming and leading teams in a retail environment
  • Extensive experience in managing partner relationships, overseeing support tiers, and supporting retail-specific technologies
  • Strong leadership and people management skills with the ability to inspire and motivate teams towards achieving strategic objectives
  • Strong technical acumen in store technology
  • Solid understanding of retail operations, store systems, and technologies, including experience in supporting and optimizing Xstore
  • Solid understanding and experience with ServiceNow, along with a solid understanding of ITIL
  • Excellent communication skills with the ability to collaborate effectively across various teams, departments, and external partners


The annual base salary range is $130,000 -$165,000. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive short term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below.

Foot Locker Benefits:

  • Employee Discount
  • Paid Time Off
  • Medical | Dental | Vision Coverage
  • 401(k) | Roth 401(k)
  • Stock Purchase Plan
  • Life Insurance
  • Flexible Spending Account
  • Opportunities for Advancement
  • Tuition Reimbursement for Qualified Courses
  • Strong Company Culture
  • Employee Resource Groups