The Position _______________________________________________________________________
The Customer First Service Center IT Director will provide technology direction for the evolving technology stack of customer first service centers at Advance Auto Parts. Embarked on a major Digital Transformation effort, Advance is evolving all major corporate and customer-facing systems. The Customer First Service Center IT Director will direct all application development efforts across the Customer First Service Center domains. With a large transformation underway, the Customer First Service Center IT Director will be responsible for evolving to a SaaS-based call center system while integrating Advance’s multiple business banners into a single framework. Additionally, he/she will look to transform a disconnected set of customer care tools and processes into a modern, first-class system that improves the overall customer journey and the UX of our customer care professionals.
As a Director-level contributor, the candidate will differentiate his/herself through their ability to project the long-term transformational picture of the company and our Enterprise-grade architecture. He/she will partner closely with the business to influence a strategy that delivers strong business outcomes. This leader will partner closely with the Customer Facing Technology teams and E-Commerce Digital teams to drive an omni-channel delivery capability for the Customer First Service Center.
The Person ________________________________________________________________________
Drive the technology delivery of the Customer First Service Centers partnering with application development teams, architects of Customer Facing Systems (DIY and B2B business), the Advance Platform, and shared services
Understand, advocate and support Advances IT strategies and priorities
Work closely with the business and solution teams to identify technology platforms to help drive an omni-channel strategy
Define and drive transformation initiatives focused on simplification of data and integration architecture, ensuring integration between core enterprise components
Analyzing application portfolios and architecting hybrid cloud (AWS, Azure, Oracle) and on premises solutions for technology clusters and patterns
Cost/Benefit modeling and creating business cases for adopting target architecture and integration patterns
Define and manage assigned IT departmental P&L of at least $10M annually including payroll, software support and non-project related professional services.
Key contributor in building and maintaining the systems and processes associated with the Continuous Integration and Delivery lifecycle
Define and manage Service Level Agreements (SLAs) with business leaders, staff and support partners / vendors.
Lead the development of automation of cloud management tools, processes & scripts to support the deployment of technology solutions in cloud environments
Lead analysis of technology trends to determine potential impact on the Customer First Service Centers
Foster and grow and engineering-centric culture to facilitate the creation and evolution of our technical solutions and services
Attract top engineering and product talent to help scale the maturity of the technology team
Manage staff in accordance with organization’s policies and applicable legislation. Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems
Leverage cloud principles and cloud services (SaaS, PaaS, and IaaS) in the creation and growth of the Advance Platform and systems
Drive and API- and event-centric architecture in support of evolving business goals
Consult with infrastructure Development project team to fit infrastructure to architecture, as well as to identify when it is necessary to modify the technical architecture to accommodate infrastructure needs
Oversee the documentation of application development, design and analysis work
Bachelor’s degree or higher and 12 years of progressive technology leadership experience, including product-centric delivery
Candidates should have broad technical knowledge of APIs, messaging/integration, cloud engineering (especially AWS), CI/CD implementations, call center platforms, product architecture, front-end solutions
Experience designing enterprise/data architecture and integration patterns for large retail organizations
Experience in large deployments of call center platforms
Experience working with Streaming and Integration Platforms and can quickly relate to Kafka and MuleSoft
Experience with SalesForce or other CRM platforms
Experience with Microsoft productivity solutions such as Teams and OneDrive
5 years’ experience as an Engineering leader
8 years or more in high-growth product-centric discipline leveraging modern agile principles
Knowledge of testing architectures, test planning, test execution