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Senior Manager, New Store Technology Delivery Operations

Location: Raleigh, NC

Position Summary:

The Senior Manager, New Store Technology Delivery Operations leads the end-to-end technology delivery required for new stores, Market Hubs, relocations, conversions, emergency repairs, and other store launches. This role directs a blended team of delivery leads, technical process specialists, build specialists, project coordinators, contractors, and vendor partners to ensure each site is technically ready, operationally stable and successfully transitioned to steady-state support.

This leader combines portfolio-level planning with hands-on delivery leadership across infrastructure, store technology, application engineering, telecom, cybersecurity, supply chain, real estate, field execution, store operations, finance, procurement and external service partners. The role plans, directs, coordinates and monitors concurrent site deliveries; identifies required resources and dependencies; anticipates delivery risks; recommends recovery actions; and provides concise status updates and decisions to senior technology and business leaders.

What will you do?

• Own the end-to-end NSO technology delivery operating model from schedule intake and capacity planning through staging, remote build, onsite installation, integrated testing, opening-day support, hypercare and operational handoff.
• Build and sustain a high-performing NSO delivery team by attracting exceptional talent, fostering a culture of accountability and operational excellence, and providing coaching and growth opportunities that enable team members to reach their full potential.
• Lead, coach, and develop employees, contractors, and partners; establish clear roles, decision rights, backup coverage and knowledge-transfer expectations.
• Create resource and capacity plans based on delivery volume, geographic concentration, overlapping openings, required skills, onsite activity and hypercare demand.
• Translate the approved store pipeline into executable delivery plans with milestones, dependencies, resource assignments, vendor commitments, readiness criteria and escalation thresholds.
• Lead operating reviews covering schedule health, site readiness, active deliveries, upcoming openings, risks, incidents, resource constraints and corrective actions.
• Ensure integrated site readiness across circuits, networks, servers, registers, payment terminals, printers, telephony, mobility, store applications, security controls, access and business integrations.
• Establish and enforce readiness gates for equipment shipment, onsite setup, detailed store testing, opening approval and transition to steady-state support.
• Demonstrates consistent achievement of service readiness, operational stability, and delivery performance metrics, including schedule adherence, opening-day success, hyper-care effectiveness and transition-to-operations quality.
• Oversee depot staging and remote-build quality, including bill-of-material accuracy, image and software currency, configuration validation, shipment approval, and documentation completeness.
• Coordinate pre-opening testing for point of sale, payments, B2B and B2C transactions, order routing, inventory visibility, transfers, printing, End-of-Day and Start-of-Day processing, communications and MyDelivery.
• Provide leadership during opening-day events and major incidents, including rapid triage, cross-functional coordination, stakeholder communication and go/no-go recommendations.
• Lead hypercare and incident escalation through formal operational handoff; ensure issues are accurately logged, assigned, updated, and resolved or accepted with a documented workaround and accountable owner.
• Analyze repeat incidents and delivery failures; conduct post-opening reviews and postmortems; convert lessons learned into tracked process, control, documentation, automation and training improvements.
• Own the NSO delivery playbook, integrated schedule, readiness checklists, build standards, test scripts, escalation model, support contacts, knowledge articles and handoff criteria.
• Manage delivery commitments with telecom, depot, field-service, hardware, payment, and other third-party partners; validate capacity and lead times and escalate risks before they affect the critical path.
• Maintain visibility to site technology bills of material, rate cards, hardware and license demand, inventory needs, forecasts, ordering, shipment, accounting and reconciliation.
• Provide accurate, concise, decision-ready reporting on delivery status, risks, business impacts, owners, target dates and recovery plans.

Location & Work Availability:

This position is Hybrid (4 days in office, 1 day remote), based at our corporate headquarters in Raleigh, North Carolina. Travel to depots, new store sites, Market Hubs, and critical launch events is required based on business needs. The role may require availability outside normal business hours to support store openings, launch events and critical incidents.

Qualifications

• Demonstrated leadership of concurrent, high-visibility technology deployments with fixed opening dates, cross-functional dependencies and operational-readiness requirements.
• Ability to lead employees, contractors, vendors, and matrixed teams while establishing accountability, developing talent and sustaining effective backup coverage.
• Strong command of delivery planning, risk and dependency management, resource forecasting, issue escalation, executive reporting and operational governance.
• Working knowledge of multi-site retail technology, including networks, servers, endpoints, point of sale, payment terminals, printers, telephony, connectivity, business applications and technology security controls.
• Experience with incident, problem, change, release and knowledge-management practices in an IT service-management environment.
• Ability to anticipate delivery issues, operate effectively through ambiguity, recommend practical solutions and drive decisions and corrective actions to closure.
• Strong meeting facilitation, stakeholder communication, vendor management, negotiation, and executive presentation skills.
• Demonstrated results orientation, sound judgment, technical curiosity, calm decision-making and disciplined follow-through.
• Experience using delivery and incident data to improve first-time quality, reduce repeat failures, shorten deployment duration and strengthen operational stability.
• Experience with ServiceNow, Jira, Confluence, Microsoft 365, Power BI and delivery or portfolio-planning tools is preferred.

Certifications, Experience, and Education:

Certifications: PMP, ITIL, SAFe, Scrum, Lean Six Sigma, or a comparable delivery or service-management certification is preferred.

Experience: 10+ years of progressive experience in technology delivery, infrastructure deployment, retail technology operations, field technology, service delivery, or large-scale implementation programs, including 5+ years leading employees, contractors, vendors, or matrixed delivery teams. Experience supporting retail store openings, conversions, distribution or Market Hub launches, or other multi-site deployments is preferred.

Education: Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Business, Operations, Engineering, or a related field, or equivalent practical experience.

Benefits Summary:

We believe in supporting our Team Members and those they love through comprehensive health & wellness benefits. Learn more here: https://jobs.advanceautoparts.com/us/en/benefits

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability, or any other federal, state, or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class. We comply with all applicable federal, state, and local laws.