Manager, Regional Technology

Macy's•New York, NY

6d•Remote

About The Position

The Regional Technology Manager plays a crucial role in driving the successful implementation, reliability, and adoption of store technology across a defined regional area. Acting as a strategic project lead, this role partners directly with store management to ensure technology initiatives are deployed smoothly and align with operational needs. The ideal candidate blends project management skills with strategic technical thinking. They focus on guiding deployments, leading quality assurance, resolving high-level escalations, and working one-on-one with stores to maximize the value of their technology tools through expert guidance and clear documentation.

Requirements

Bachelor’s degree in Information Technology, Business Administration, or a related field.
3–5 years of experience in technology operations, IT project management, or retail systems support.
Strong project management skills, with the ability to coordinate deployments, manage timelines, and balance priorities across multiple geographic locations.
Strategic thinker with the ability to translate operational challenges into actionable technology adoption plans.
Excellent written and verbal communication skills; capable of conducting 1-on-1 consultations with store leadership and developing comprehensive training materials.
Proven experience handling major technology escalations and guiding quality assurance (QA) and testing processes.
Working knowledge of retail environments, network infrastructure, POS systems, and Mobile Device Management (MDM) tools.
Demonstrated ability to work autonomously and prioritize tasks effectively in a remote or geographically distributed environment.
Demonstrates initiative, adaptability, and a proactive mindset in solving complex challenges.

Responsibilities

Manage the regional execution of technology pilots, rollouts, and system upgrades, ensuring projects are delivered on time and with minimal disruption to store operations.
Partner with central IT and store leadership to evaluate store readiness, adjusting rollout schedules and pacing as needed to support business priorities.
Collaborate with central technical teams to execute regional QA, testing, and configuration management, ensuring zero-defect deployments and operational readiness prior to launch.
Conduct on-site visits to consult with store management. Review their unique operational challenges and provide expert guidance on how to better leverage existing systems (e.g., POS, mobile devices, clienteling tools) to hit business targets.
Act as the strategic bridge between the field and central IT. Synthesize regional feedback into actionable insights, advising central teams on necessary adjustments to future roadmaps and solutions.
Act as the primary project leader during critical technical situations or major outages in the region. Guide internal staff and coordinate with vendors to determine the most effective correction path, moving beyond scripted solutions.
Serve as the senior escalation point for complex, recurring issues. Analyze the escalation path to identify root causes and implement permanent fixes rather than treating symptoms.
Serve as the on-site liaison with third-party technicians during major hardware/software installations and critical break-fix scenarios, ensuring work is completed accurately and to operational standards.
Create, maintain, and continuously improve training materials, operational playbooks, and procedural documentation to support store teams.
Drive user adoption by ensuring store teams are properly prepared, supported, and trained during major technology transitions.
Partner with cross-functional stakeholders to ensure documentation always reflects current system updates.
Monitor and analyze regional incident data and field feedback to identify process gaps and opportunities for improvement.
Develop and recommend proactive support strategies to anticipate business needs, shifting the region from reactive troubleshooting to preventative operations.