Manager III, Systems, Shopbop and Zappos

## Job Title Manager III, Systems, Shopbop and Zappos ## Responsibilities - Lead a distributed team of 8–10 IT professionals across Las Vegas, Madison (WI), and New York City - Establish clear performance standards, KPIs, and SLAs to drive accountability, service quality, and continuous improvement - Foster a culture of ownership where every engineer takes full responsibility for the systems, incidents, and customer experiences under their care - Own and manage network infrastructure (Cisco-based environments), maintaining 99.99% uptime across all managed sites - Oversee Windows Server environments, Active Directory/ADFS infrastructure, and cloud-based systems - Lead AWS cloud infrastructure initiatives to reduce operational downtime and mitigate risk - Support Mac and PC device management programs across all locations - Own end-to-end incident management — from triage and on-call response to resolution and post-incident review - Develop and maintain IT procedures and operational processes - Manage equipment and asset inventory across multiple sites - Maintain audio/visual equipment and studio production technology infrastructure across all locations - Partner with Studio, Security, and Site Operations teams to ensure seamless cross-functional support - Collaborate with Amazon IT teams to align on enterprise policies/standards and identify opportunities for automation, tooling improvements, and operational efficiency - Lead network and IT site expansions, infrastructure builds, and technology migrations - Drive adoption of AI-powered tools and automation to elevate IT service delivery - Create comprehensive documentation and knowledge management systems to support team scalability - Conduct regular site visits to Las Vegas and New York to assess infrastructure health, team performance, and operational needs ## Requirements - 5+ years of developing a team of technical professionals across multiple locations experience - 4+ years of leading technology teams as an information technology operations manager experience, or Bachelor's degree - Experience as a network engineer with deployments for large-scale networks in a corporate environment and hands-on experience in physical infrastructure installations including hardware integration, racking, and cabling - Experience with AWS services or other cloud offerings - Bachelor's degree - Strong knowledge of Windows Server administration, Active Directory, and ADFS ## Nice to Have - Knowledge of IT best practice frameworks (ITIL, COBIT) and operational excellence concepts or methodologies - Experience in operations of highly available and scalable internet systems with a large customer base - Experience with scripting (e.g. Python, PowerShell) - Experience in e-commerce or retail technology environments - Proficiency with Mac and PC device management platforms, including MDM and ABM solutions - Experience with audio/visual systems and studio production technology - Experience with Juniper networking equipment and Mist cloud management platforms - Familiarity with Atlassian product suite (e.g., Jira, Confluence) - Experience contributing to the definition and implementation of automation opportunities within an operations environment and experience with varying scenarios of infrastructure builds - Usage of generative AI tools to enhance workflow efficiency, with a willingness to learn effective prompting and evaluation practices - Ability to recognize opportunities where generative AI could enhance products, workflows, or customer experiences ## Benefits - The role includes travel to Las Vegas and New York for site visits - The role is part of a fast-moving e-commerce environment with a focus on reliability, speed, and scale - The role involves working with cross-functional teams including Studio, Security, and Site Operations - The role offers opportunities for strategic initiatives and collaboration with Amazon IT teams - The role involves managing a distributed team across multiple locations - The role includes responsibilities for both network and systems engineering, as well as IT operations and service delivery - The role involves managing studio and collaboration technology infrastructure - The role includes responsibilities for strategic initiatives and Amazon partnership - The role involves driving adoption of AI-powered tools and automation to elevate IT service delivery - The role includes creating comprehensive documentation and knowledge management systems to support team scalability - The role involves managing equipment and asset inventory across multiple sites - The role includes owning end-to-end incident management — from triage and on-call response to resolution and post-incident review - The role includes developing and maintaining IT procedures and operational processes - The role includes managing a team of IT professionals across multiple locations - The role includes fostering a culture of ownership where every engineer takes full responsibility for the systems, incidents, and customer experiences under their care - The role includes establishing clear performance standards, KPIs, and SLAs to drive accountability, service quality, and continuous improvement - The role includes leading AWS cloud infrastructure initiatives to reduce operational downtime and mitigate risk - The role includes supporting Mac and PC device management programs across all locations - The role includes maintaining audio/visual equipment and studio production technology infrastructure across all locations - The role includes partnering with Studio, Security, and Site Operations teams to ensure seamless cross-functional support - The role includes collaborating with Amazon IT teams to align on enterprise policies/standards and identify opportunities for automation, tooling improvements, and operational efficiency - The role includes leading network and IT site expansions, infrastructure builds, and technology migrations - The role includes driving adoption of AI-powered tools and automation to elevate IT service delivery - The role includes creating comprehensive documentation and knowledge management systems to support team scalability - The role includes conducting regular site visits to Las Vegas and New York to assess infrastructure health, team performance, and operational needs ## A day in the life No two days look exactly the same — and that's part of what makes it exciting. You might start your morning triaging overnight alerts and syncing with on-call engineers in New York and Las Vegas. By mid-morning, you're planning AV infrastructure with Studio Operations in Madison, then aligning with Amazon IT on a cloud migration. Your customers are Zappos and Shopbop employees — merchandisers, photographers, and corporate teams who depend on reliable technology daily. Afternoons bring SLA reviews, 1:1s, and vendor discussions. Every day, you're solving for reliability, speed, and scale across two fast-moving e-commerce brands.