We are looking for a IT Digital Operations Lead on behalf of our clients, for a well-known lifestyle retail company to drive digital transformation initiatives.
Responsibilities
- Strategic Roadmap & Leadership: Develop and implement an internal digital operations strategy and IT roadmap aligned with our growth plans and the 2026 vision. Identify pain points and pursue novel solutions to eliminate inefficiencies , ensuring technology initiatives drive business value. Provide a “technology point of view” on tool selection, solution design, and process improvement opportunities .
- Internal Systems Management: Oversee and continuously improve all internal systems, including our CRM, ERP (e.g. NetSuite), WMS/OMS, POS systems, e-commerce platforms (Shopify), knowledge management (Notion), cloud infrastructure (AWS), data lake/warehouse (Snowflake), data pipelines (Airflow), BI/analytics tools (Looker), Google Workspace, and other operational software. Ensure these platforms are optimally configured, integrated, and utilized to meet business needs.
- Process Automation & Integration: Identify opportunities to automate workflows and integrate systems across departments to reduce manual work and errors. Innovate and automate wherever possible – e.g. streamline data flow between systems (sales, finance, supply chain, etc.), implement scripts or RPA for routine tasks, and deploy integration tools to ensure data consistency. The goal is to “hunt down opportunities to use automation to reduce manual tasks” and bridge any gaps between systems, driving productivity gains.
- Data Analytics & Insights: Leverage our existing data infrastructure to turn data into actionable insights. Work with the data lake/warehouse (Snowflake) and ETL tools (Airflow) to ensure high-quality, accessible data. Oversee the creation of dashboards and reports (e.g. via Looker or similar BI tools) to empower teams with real-time information for decision-making. Ensure that internal data is being used to its full potential for performance tracking and strategic planning.
- Cross-Functional Collaboration: Work closely with all departments (operations, finance, sales, warehouse, etc.) to understand their needs and pain points. Prioritize and project-manage internal system enhancements or new implementations that benefit multiple teams. Act as the liaison between non-technical departments and technical solutions – translating business requirements into technical specifications and vice versa. Provide trusted advice and guidance to senior stakeholders on how to improve existing services and deploy new technologies to support business goals .
- Team Building & Vendor Management: Build and lead a Digital Operations (or Internal IT Systems) team as the company grows. Hire, mentor, and manage IT/digital ops staff and possibly external consultants. Establish best-practice processes for system administration, support, and project execution. Additionally, manage relationships with software vendors and implementation partners – evaluate and select vendors, negotiate contracts, and oversee successful delivery. Strategically assess tooling decisions and manage software licensing/spend, ensuring we choose solutions that fit our needs and scale with us .
- Change Management & Training: Drive user adoption of new tools and processes through effective change management. Develop training programs and documentation to help employees make the most of internal systems (e.g. CRM features, ERP workflows, collaboration platforms). Optimize and standardize usage of workplace collaboration tools (e.g. Notion, Confluence, Airtable, ClickUp) to serve as structured knowledge bases and project management systems, ensuring teams are aligned and SOPs are followed. Champion a culture of digital enablement, where teams embrace new workflows and understand the value of the tools at their disposal.
- Governance & Optimization: Establish standards and policies for internal system usage, data security, and access control in collaboration with our IT/security staff. Continuously monitor system performance and reliability, and oversee troubleshooting of any critical issues in coordination with IT support. Benchmark processes and outcomes to identify further improvement opportunities. The Digital Operations Lead is ultimately accountable for ensuring our internal technology ecosystem is robust, secure, and scalable to support business growth.
