Manager, Retail Systems

  • 250 Bowie Ave, Toronto, ON M6E 2R9, Canada
  • Full-time

Company Description

Canada Goose isn't like anything else. We’ve built something great, something special – an iconic lifestyle brand with an inspirational and authentic story. Our purpose-based platform HUMANATURE and philosophy that humans are a part of nature and nature is a part of us informs everything we do. From the materials we use to the products we make, everything is meticulously crafted and built to last. At Canada Goose we endure any condition, observe every detail, and take the long view in order to keep the planet cold and the people on it warm.

Here, opportunities are everywhere – to try something new, to learn, to do meaningful and impactful work, and they’re yours for the taking.

Job Description

  • Key Responsibilities: 

  • Recognizes, recommends, and implements operational improvements to enhance existing retail technologies
  • Collaborate with Retail Construction, Business Analysts, Store Operations and Experience to design, configure, implement new retail stores and services
  • Actively work with the PMO on all retail technology projects to provide appropriate resources and oversight
  • Maintain and lead changes to the Point of Sale (POS) environments and store technology such as: patching, platform upgrades, hardware lifecycle, network, and software updates
  • Ensures configuration of store technology is in line with current standards and security practices
  • Coordinate with internal IT teams and 3rd party partners to resolve complex problems 
  • Innate ability to take ownership and accountability for troubleshooting production issues, stake holder communications, determining root causes and engaging proactively in applying long-term solutions
  • Lead group meetings (including business partners) for problem solving, decision making and implementation planning
  • Continuous development of documentation of standards, procedures and playbooks for store Infrastructure and related systems
  • Enables exceptional support service levels and management of Retail Support queue
  • Provides input for departmental budget and forecasting. Responsible for procurement, contract management and vendor relationship management as it pertains to Retail store technology and infrastructure
  • Ensure external partners who provide software, hardware or services to our retail stores are held to a high standard. Continue to grow and manage these relationships to ensure our retail stores are properly supported
  • Foster key ideals within the team: mentorship, training advancement, collaboration etc.
  • Experience, Education and Designations: 

  • Information Technology diploma/certificate in Computer Science or equivalent preferred
  • 8+ years of IT Operations experience in a global enterprise environment (network, support, windows workstations, and enterprise device management)
  • 5+ years of experience leading technical teams with or without formal direct report responsibility; this includes experience providing technical direction, thought leadership, coaching, and mentoring to team members
  • 5+ years providing production support for retail (AX 2012 or Dynamics 365 for Retail preferred)
  • Strong understanding of maintaining, deploying, and building: Network infrastructure (Meraki), Identity Management, Windows Operating Systems (Windows 10), Mobile Device Manager (IOS & Android), Cloud-based communications (VOIP), Point of Sale technology (payment terminals, receipt printers, etc.), Inventory management systems (RFID/Barcode) and Support queues (ServiceNow)
  • People leadership skills, with experience building and leading a team
  • Ability to present and effectively communicate information to executive-level staff
  • Skillful at leading multi-disciplinary teams across cultures, regions, and geographies
  • Practiced COBIT, SOX, ITIL or similar frameworks in previous roles
  • Certifications for network (CCNA & Network+), ITIL and MB6-897: Microsoft Dynamics 365 for Retail preferred

    Knowledge, Skills and Attributes: 

  • Establish and maintain positive working relationships to reach desired outcome and results 
  • High level of energy and strong passion to lead team members to successful completion of projects and to ensure the delivery of a positive customer experience
  • Creativity and demonstrated ability working in a fast-paced environment with a high degree of change and ambiguity is critical  
  • Can easily make the needed connections between systems, processes, and individuals to facilitate change
  • Working Conditions: 

  • Will require evenings and weekends to complete projects and or maintenance on store systems
  • Work in offices, retail sites, and environmentally controlled server rooms 
  • Travel to local or international retail sites, conferences and/or seminars as required
  • Lifting items up to 28 pounds may be routinely required 
  • Provide after hours and/or weekend or holiday support (unscheduled support), as business needs arise
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