Director Technical Services

About PHOENIX 

PHOENIX Retail, LLC is a retail platform operating the Express and Bonobos brands worldwide. Express is a multichannel apparel brand dedicated to a design philosophy rooted in modern, confident and effortless style whether dressing for work, everyday or special occasions. Bonobos is a menswear brand known for being pioneers of exceptional fit and a personalized, innovative retail model. Customers can experience our brands in over 400 Express retail and Express Factory Outlet stores, 50 Bonobos Guideshops, and online at www.express.com and www.bonobos.com.

About Express

Express is a multichannel apparel brand dedicated to creating confidence and inspiring self-expression. Since its launch in 1980, the brand has embraced a design philosophy rooted in modern, confident and effortless style. Whether dressing for work, everyday or special occasions, Express ensures you look and feel your best, wherever life takes you.

The Company operates over 400 retail and outlet stores in the United States and Puerto Rico, the express.com online store and the Express mobile app.

The Director of Technical Services is a leader responsible for developing and managing the foundational IT functions. This includes Telecommunications, Networking, Database Management, IT Operations, Client Engineering, Disaster Recovery, Service Desk, IT Support Applications, Hardware Deployment and DevOps. You will ensure these critical services form a robust digital backbone, enabling business agility and innovation.

This role demands significant business acumen coupled with deep technical expertise. You will play a key role in defining the strategic and tactical direction for these functions, overseeing their continuous evolution and operational excellence. This position requires active cross-functional engagement at all organizational levels, with a demonstrated focus on, and experience with, retail business processes, high-performance technical operations, and inspiring people leadership—particularly in dynamic, fast-paced environments.

The ideal candidate is a transformative leader and mentor who isn't afraid to roll up their sleeves when necessary, while also serving as an expert in relevant technical domains. You will be deeply involved in resolving complex enterprise-wide technical challenges, and collaborate directly with key vendors and business partners. You will also be instrumental in the collaborative process of shaping and managing annual capital and expense budgets, as well as multi-year strategic roadmaps.

This is a high-visibility, mission-critical role within the organization, including 24x7 management responsibilities within a collaborative team environment.

KEY RESPONSIBILITIES

• Develops, implements, and manages technical operations in support of business requirements. 
• Drives strategic initiatives within the team and supports the strategic initiatives. 
• Establishes and cultivates relationships with peers within and beyond the Technology organization.
• Leads and oversees the implementation and ongoing management of support functions and solutions supporting all Phoenix Retail Brands. 
• Facilitates the creation of relevant multiyear, strategic roadmaps
• Drive the adoption and maturity of DevOps principles and practices across the organization, promoting continuous integration, continuous delivery, infrastructure as code, and automation of operational tasks. Collaborate closely with development teams to streamline release cycles and improve system reliability.
• Leads and assists the troubleshooting of technical or operational problems and takes corrective action as necessary to resolve.  Serves as a key member of the Incident Management team focused on rapid service restoration when disruptions occur.
• Responsible for performance, capacity, monitoring and upgrades necessary to enable successful organizational execution and end-user productivity.  Directs and ensures successful team execution on multiple projects and support functions simultaneously.
• Ensures team compliance with applicable change and incident management policies when implementing system changes and addressing problem resolution.  Manages team to ensure security, compliance and operational stability and sustainability is a focus behind everything we do.
• Supports multiple sites and remote associates.

REQUIRED EXPERIENCE & QUALIFICATIONS

• Education: Bachelor’s in Computer Science, IT, or relevant area of study
• Experience: 10+ years hands-on experience with IT Infrastructure and technical design, deployment, operational management and troubleshooting
• Experience: 7-10 years supervising or managing a team of technical engineers
• Demonstrated ability to create multiyear, strategic plans leveraging technology in service of business objectives
• Significant knowledge of networking, compute, storage and database technologies
• Significant knowledge of IT facility management and complex support functions
• Ability to maintain confidentiality with sensitive customer and internal information
• Proven ability to work collaboratively / cross functionally and influence stake holders; manage and balance stakeholder expectations
• Demonstrated ability to analyze and improve complex processes with a track record of successfully leading and delivering projects
• Ability to manage projects and multiple tasks in an organized fashion
• Ability to consistently support and lead teams on daily basis, or during emergencies, and regularly provide honest, direct feedback
• Superior communication skills both written and verbal 
• Effective communication, teamwork, and problem-solving skills
• Excellent organizational, planning, and coordination skills
• Strong interpersonal skills and ability to build collaborative relationships
• Experience working in the retail industry required

CRITICAL SKILLS & ATTRIBUTES

• Approaches obstacles proactively and looks for ways to resolve problems and issues
• Ability to multi-task and re-prioritize as needed
• Ability to meet deadlines, prioritize, cope with change and maintain composure under pressure
• Desire to take full ownership of assigned projects and ability to work independently or as a member of a team
• Accountable for results
• Ability to multi-task and manage multiple projects simultaneously
• Possesses a sense of urgency; self-motivated and detail-minded
• Solid verbal presentation, group dynamic, and facilitation skills
• Proactive approach to resolving problems and issues
• Dedication to meeting requirements of internal and external customers, responding to all customer requests promptly and thoroughly
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An equal opportunity employer, PHOENIX does not discriminate in recruiting, hiring or any other terms and conditions of employment hiring on the basis of any federal, state, or locally protected characteristic. PHOENIX only hires individuals authorized for employment in the United States. PHOENIX is committed to providing reasonable accommodation to individuals with disabilities. If you need an accommodation to search and apply for a job position due to a disability, please call 1-800-964-9793 and say 'Associate Relations' or send an e-mail to AssociateRelations@Express.com and let us know the nature of your request and your contact information.

Notification to Agencies: Please note that PHOENIX does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, PHOENIX will not consider or approve payment to any third-parties for hires made.