Les Schwab Tire Centers

Job Description:

POSITION SUMMARY:

As a key leader within the Business Products & Services (BPS) function, the Director of Omnichannel Retail Products & Services and their team act as the strategic technology partner to our retail and customer-facing business units. This role is responsible for the entire lifecycle of the omnichannel retail technology product portfolio, including solutions for retail operations, point of sale, e-commerce, and customer-facing digital platforms.

This leader will be the primary "customer" of the Platform Products & Services (PPS) team, leading a team of product managers, analysts, and embedded engineers who consume foundational platform services to configure and build innovative solutions. By combining deep retail business knowledge with a product management discipline, this role will ensure the technology products delivered drive seamless customer experiences, enable revenue growth, and align with our business objectives.

PRIMARY RESPONSIBILITIES:

40% - Business Partnership & Product Strategy

• Act as the single point of accountability for the omnichannel retail technology product portfolio, defining and communicating a clear product vision and roadmap.
• Cultivate deep relationships with business leaders across retail operations, marketing, and customer experience to understand their strategies and challenges.
• Define technology vision for all retail store and customer interaction systems, including POS, retail operations, e-commerce, and digital customer journeys.
• In partnership with the Principal Architect, evaluate and select omnichannel retail technology solutions, ensuring they align with enterprise architecture patterns and standards.
• Manage and prioritize the product backlog for the omnichannel portfolio, making data-driven decisions to maximize business value.
• Ensure alignment on business priorities amongst business leaders and stakeholders across retail operations, marketing, and customer experience.
• Communicate product strategy, roadmaps, and performance to business stakeholders and IT leadership.

30% - Product Delivery & Lifecycle Management

• Lead a team that includes product managers, business analysts, and embedded developers to deliver and manage omnichannel technology products.
• Responsible for directing the design, development and deployment of omnichannel retail processes, supporting systems and applications. Works with various business units and technology partners to define the technological vision of these systems and ensures alignment with business initiatives.
• Ensure the successful delivery of business value through technology projects: define and oversee program and project deliverables, budgets, service level agreements and resource needs for omnichannel retail solutions.
• Champion the consumption of enterprise platforms, partnering closely with the Platform Products & Services (PPS) team to leverage core data integration, BI, and AI services.
• Ensure the successful delivery of business value through an agile, product-centric approach, overseeing the entire product lifecycle from ideation to retirement.
• Manage relationships with omnichannel technology vendors, ensuring they deliver value and align with our partnership model.
• Define and monitor key product metrics and KPIs to measure success and identify opportunities for improvement.

20% - Team Leadership & Development

• Lead and mentor a diverse team, fostering a culture of business acumen, product ownership, and customer-centricity.
• Responsible for the performance management and career development of direct reports, including corrective action and termination as necessary.
• Build a high-performing team by hiring, developing, and retaining top talent with skills in product management and business analysis.
• Empower the team to make decisions and to be accountable for the success of their products.

10% - Operational Excellence/Financial Oversight

• In collaboration with the PPS team, ensure that omnichannel products are reliable, stable, and secure.
• Oversee the product support strategy (monitoring, measuring, and improving system performance and reliability), ensuring that business users receive timely and effective assistance.
• Provide input to the PPS teams on the operational performance and future needs of the foundational platforms that support the omnichannel portfolio.
• Drive the annual budget planning process for the omnichannel portfolio and manage expenses against the budget.
• Roadmap and strategize future budget planning for retail marketing.

MINIMUM REQUIREMENTS:

Educational/Experience Requirements:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a similar field. An advanced degree is preferred.
• 15+ years of experience in a senior technology role, with a focus on retail technology, e-commerce, or omnichannel solutions.
• 5+ years of experience leading product management or technology delivery teams in a retail or customer-facing domain.
• 5+ years of experience in retail or consumer goods industry preferred.
• Demonstrated experience working in a product-centric IT model, acting as a consumer of centralized platform services.
• Experience leading business case development and managing a portfolio of technology products.
• Experience leading and managing change in a large, distributed organization.
• Experience with industry portfolio management, project management and business analysis standards, tools and methods.

Required Technical Skills/Knowledge:

• The ability to successfully manage large, diverse project portfolios in a complex, fast-paced business environment.
• A strong ability to manage a diverse portfolio of technology products in a complex, fast-paced business environment.
• The ability to build collaborative partnerships with internal platform teams (PPS) and external technology vendors.
• An understanding of how to leverage enterprise data integration and BI/analytics platforms to achieve business goals.
• Experience managing product budgets and financials.
• The ability to solve complex problems and manage risks that typically arise during project delivery and production support models with a diverse group of individuals across multiple departments.
• Proficient understanding of retail business principles, including store operations, e-commerce, and customer engagement strategies.
• Experience with Point of Sale (POS) systems, store operation solutions, e-commerce platforms, and customer relationship management (CRM) solutions.
• Experience interfacing with various retail software and systems to ensure seamless execution of end-to-end omnichannel fulfillment.
• Experience defining, optimizing, and executing customer experience strategies and digital transformation initiatives.

General Knowledge and Abilities:

• Product Acumen & Business Agility: Excellent ability to translate business needs into product features and prioritize for maximum value. Demonstrated learning agility to absorb information and apply it to emerging technologies.
• Communication: Excellent ability to communicate a product vision and roadmap clearly and professionally to both technical and non-technical audiences. Ensuring that the quality and content of the message (both verbally and in writing) are relevant while demonstrating the ability to be an active-listener.
• Initiative: Ability to organize, manage, prioritize, and budget projects effectively and strategically.
• Leadership: Excellent ability to manage, inspire, and grow employees in a product-oriented model, delegating ownership and setting clear expectations for product success.
• Service Excellence: Behave in accordance with Les Schwab's core values: honesty, integrity, and respect. A commitment to creating a culture where the business is treated as a true partner and customer. Ability to create and promote a culture in which service excellence is expected for all levels of staff; encourage service excellence through collaboration and engagement; clearly communicate service expectation to staff and recognize when excellence is achieved.
• Collaboration & Teamwork: A strong ability to establish cooperative working relationships, particularly with the internal platform teams who are critical partners for success.

Physical Requirements: Primarily desk position; regularly required to sit, occasionally required to stand and walk. Requires frequent and repetitive use of hands and fingers to operate computer, mouse, keyboard, and office related equipment and the ability to reach with hands and arms. This position requires lifting no more than 10 pounds. Specific vision abilities required by this job include close visual acuity and the ability to adjust focus. Requires the ability to communicate verbally and exchange information by phone and in person.

Work Environment: Office, non-manual work; the worker is not substantially exposed to adverse environmental conditions. The worker must be available when urgent issues arise that require their coordination or escalation. Urgent-availability needs are rare but the worker is expected to comply when they occur. This may include performing work outside of regular hours and/or supporting teams performing off-hours work by checking in remotely and/or in person as necessary.

BENEFITS:

• Annual profit-sharing bonus
• Medical, dental, vision, and life insurance
• Company-funded retirement plan - no cost to employee
• Paid holidays
• Paid time off
• Hybrid arrangements available (work 1 day per week from home)
• Tuition Assistance
• Employee discount

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/primary responsibilities. This job description is not all inclusive and is subject to change. Additional duties, responsibilities, and tasks may be assigned, as necessary. Employment remains “AT WILL” at all times.