Toshiba Global Commerce Solutions is seeking a Senior Manager, Retail Technical Operations (RTO) that will be responsible for the deployment, integration, technical enablement, validation, and operational support of Toshiba retail solutions. RTO serves as the technical bridge between Product Engineering, customer environments, deployment teams, project teams, and support organizations to ensure successful solution delivery and long-term customer success.
The Senior Manager, Retail Technical Operations leads the RTO engineering team and is accountable for deployment readiness, deployment execution, technical escalation management, and operational support across the customer portfolio. The role owns team performance, capability development, delivery quality, and the operational standards the team works to.
The Senior Manager combines people leadership, technical credibility, delivery governance, and executive communication. The role sets standards, removes blockers, manages technical risk across concurrent engagements, and represents RTO to customers, Product Engineering, and internal leadership. Success is measured by the outcomes of the team and the portfolio rather than individual technical contribution.
Responsibilities
Team Leadership and People Development
- Lead, coach, and develop a team of RTO Engineers spanning multiple skill levels, platforms, and locations, owning career and technical progression.
- Own hiring and onboarding, maintain the team skills matrix, and close capability gaps through training, cross-training, and hiring.
- Set clear performance expectations, provide regular direct feedback, conduct performance reviews, and address performance and behavioral issues promptly.
- Manage workload distribution, travel load, and after-hours and on-call rotations for go-live and production support.
Deployment Readiness Governance
- Own readiness standards, entry criteria, and assessment checklists used across all customer engagements.
- Ensure readiness assessments are consistently executed and documented, covering infrastructure, architecture, networking, hardware, software, dependencies, and certificate and security planning.
- Own or approve technical go/no-go decisions for testing, pilot, and production deployment.
- Review aggregated technical risk across the portfolio and hold the team and partner organizations accountable for closing readiness gaps before deployment.
Deployment Portfolio and Delivery Oversight
- Oversee concurrent deployments across multiple customers, platforms, and regions, assigning engineers based on skills, engagement complexity, and available capacity.
- Ensure technical quality and consistency of deployments across supported platforms, including:
- Distributed Data and backup controllers
- Terminal lane checkout environments
- SDK, JavaPOS, and Device Broker components
- Monitor deployment progress, milestones, and blockers, and intervene when engagements deviate from plan.
- Ensure pilot deployments, production rollouts, and go-live events are appropriately staffed and supported.
Escalation Management and Technical Oversight
- Own the escalation path for complex technical issues and serve as the escalation point for customers, support organizations, and internal leadership during high-impact issues.
- Ensure root cause analysis is completed, documented, and reviewed for significant incidents, with confirmed facts separated from assumptions.
- Drive recurring and systemic issues to permanent resolution with Software Support rather than repeated workarounds.
- Manage critical situation communication, status cadence, and stakeholder expectations through resolution.
Customer and Executive Stakeholder Engagement
- Represent RTO to customer technical, operational, and executive stakeholders.
- Lead, sponsor, or oversee:
- Technical discovery and readiness workshops sessions
- Deployment planning activities
- User Acceptance Testing (UAT)
- Pilot deployments with go-live support
- Escalation and critical situation reviews
- Post-deployment reviews and After Action Reports
- Communicate technical risk, status, and commitments clearly to customer and internal leadership, and manage difficult conversations regarding scope, risk, timeline, and technical constraints.
- Provide deployment feasibility, effort, and risk input into solution reviews and customer commitments.
Operational Performance and Metrics
- Define, track, and report operational metrics for the RTO function, including deployment success rates, readiness defects, escalation volume, time to resolution, rework, and customer satisfaction.
- Report team and portfolio performance to leadership on a consistent cadence, using operational data to identify trends and systemic issues.
- Establish and maintain service expectations and response commitments with internal and external stakeholders.
- Drive measurable reduction in repeat issues, manual effort, and deployment cycle time.
Standards, Knowledge Management, and Continuous Improvement
- Own the RTO Engineering Deployment Library, including structure, governance, content quality, and adoption.
- Ensure deployment guides, troubleshooting playbooks, runbooks, and standards are created, validated, maintained, and reviewed before operational use.
- Own governance for AI-assisted engineering tools, including validation requirements, appropriate use, and accountability for accuracy.
- Lead continuous improvement initiatives across process, tooling, and automation, converting lessons learned from deployments and escalations into reusable standards.
Cross-Functional and Organizational Leadership
- Partner at the leadership level with Product Engineering, Customer Support, Project Management, Services, and customer IT organizations.
- Represent field and deployment realities in product planning, release readiness, supportability, and serviceability decisions.
- Resolve cross-organizational dependencies, conflicts, and ownership gaps, and drive outcomes without direct authority.
- Advocate for product, tooling, and documentation changes that reduce deployment and support burden.
Resource Planning and Business Management
- Forecast staffing and capacity requirements against the deployment and project pipeline.
- Manage team budget, travel, tooling, training, and contractor or vendor resources as applicable.
- Balance cost, utilization, and delivery commitments.
- Support workforce planning and organizational design for the RTO function.
Required Qualifications
- 10 + Years of experience leading technical teams, such as engineering, deployment, field engineering, or technical support teams, including hiring, coaching, performance management, and building durable team capability.
- Strong technical foundation sufficient to assess technical decisions, review root cause analysis, distinguish confirmed facts from assumptions, and hold credible technical discussions with engineers, Product Engineering, and customers.
- Experience owning escalation management and critical situations, including customer-facing communication with senior technical and executive stakeholders under pressure.
- Experience establishing and enforcing operational standards and validation processes, and defining, tracking, and reporting operational metrics.
Preferred Qualifications
- Experience managing teams that support retail point-of-sale, payment, or store systems environments.
- Understanding of containerized services, messaging, certificates, security configuration, and payment integrations.
- Experience leading teams through large-scale pilot deployments, go-live events, and production rollouts.
- Experience with budget ownership, vendor or contractor management, workforce planning, or scaling a technical function.
Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.
The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.
Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:
- Group health coverage (medical, dental, & vision)
- Employee Assistance Programs
- Pre-tax spending accounts
- 401(k) plan (with company match)
- Company provided life insurance
- Pet Insurance
- Employee discounts
- Generous paid holiday schedule, paid vacation & sick/personal days
EEO:
Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email benefits@toshibagcs.com to request an accommodation
DIVERSITY, EQUITY & INCLUSION:
We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We're passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.
