Retail Store System Lead

Job Title: Retail Store Systems Lead
Department: Retail Technology / Store Operations
Reports To: Director of Store Systems
Location: Remote with Travel
Employment Type: Full-Time

Position Summary:

The Retail Store Systems Lead is responsible for the end-to-end support and performance of store technology systems across all retail locations. This includes managing relationships with the POS vendor, ensuring PCI compliance, maintaining POS depot hardware, and overseeing system implementation for store openings, closings, and special projects. The role plays a key part in aligning technology initiatives with operational excellence and compliance requirements in a fast-paced retail environment.

Key Responsibilities:

POS Vendor Management

• Serve as the primary point of contact for the POS software/hardware vendor.
• Manage vendor SLAs, support escalations, updates, and performance reviews.
• Coordinate system upgrades, feature deployments, and bug fixes with vendor teams.

PCI Compliance & Security

• Ensure all store systems are compliant with PCI DSS requirements.
• Coordinate with InfoSec and compliance teams on audits, remediation plans, and data protection protocols.
• Maintain documentation and participate in regular reviews of security practices across store environments.

POS Depot & Hardware Maintenance

• Oversee inventory, repair, and lifecycle management of POS hardware across all locations.
• Manage depot processes including RMA handling, staging, and shipping of equipment.
• Coordinate hardware refreshes and replacements in collaboration with field teams.

New Store Openings & Closures

• Lead the technical planning and execution of store technology deployments for new locations.
• Coordinate timelines and system installations across construction, operations, and IT teams.
• Ensure proper decommissioning, data sanitation, and asset recovery for closing stores.

Project Management

• Lead cross-functional technology projects including hardware/software rollouts, infrastructure upgrades, and system enhancements.
• Develop and maintain project plans, communicate milestones, and manage risks.
• Document procedures and provide post-project analysis to identify improvements.

Qualifications:

• Associates degree in Information Systems, Business, or a related field (or equivalent experience).
• 3 years of experience in retail systems or IT operations, including vendor and project management.
• Strong knowledge of POS systems (hardware and software), preferably NCR, Toshiba, or Oracle MICROS.
• Solid understanding of PCI compliance and security best practices.
• Experience coordinating cross-functional teams and managing timelines across departments.
• Excellent communication, problem-solving, and organizational skills.

Preferred Skills:

• Familiarity with service desk/ticketing platforms (e.g., ServiceNow, Jira, Happyfox).
• Project Management certification (PMP, CAPM, or similar) is a plus.
• Experience in retail technology deployments at scale (multi-unit, national footprint).
• Understanding of networking basics, cabling, and low-voltage system planning.