IT Site Support Manager II

Job Description:
Your Opportunity:
Chewy is looking for an IT Site Support Manager II to join our MCO1 Fulfillment center team and work with passionate pet lovers. The ideal candidate will provide IT operational oversight at the MCO1 Chewy Fulfillment Center while leading a talented, team of IT Support Technicians. You will support the existing facility and help expand the next generation of Chewy Fulfillment Centers by delivering scalable, reliable solutions across IT infrastructure, warehouse automation, program management, and continuous improvement. You will work backward from the needs of internal and external customers, navigating ambiguity and technical complexity with sound judgment and a collaborative approach. Reporting to the Associate Director, Regional IT Support, you will partner with Operations, Launch, technology teams, and third-party vendors to help Chewy operate as a world-class eCommerce organization.
What You'll Do:

• Build, lead, mentor, and develop a team of IT Support Technicians through thoughtful hiring, goal setting, performance reviews, compensation planning, coaching, and career development.
• Direct daily IT support activities and drive the timely resolution of complex application, hardware, network, warehouse technology, and escalated service desk issues.
• Identify operational efficiency opportunities and lead Kaizen and continuous improvement initiatives that strengthen service delivery, reliability, and team effectiveness.
• Partner with business and technology stakeholders to align Fulfillment Center IT support, deployment activities, product roadmaps, and local Operations priorities.
• Develop operational planning documents, project plans, governance materials, resource assignments, and stakeholder updates for IT Operations and program management initiatives.
• Define critical support key performance indicators and create dashboards and reporting mechanisms that enable trend analysis, performance reviews, and data-informed decisions.
• Lead weekly, monthly, and quarterly Fulfillment Center IT business reviews, including goal tracking, risk reporting, lessons learned, and progress against operational commitments.
• Represent Fulfillment Center IT in Change Advisory Board reviews, new-site bills of materials, expansion and retrofit planning, testing, patching, security releases, and quality assurance activities.
• Forecast, budget, and schedule client-device lifecycle programs while maintaining governance over regional IT goals, priorities, and resource requirements.
• Collaborate with Launch teams and third-party material handling equipment vendors to establish operational readiness testing, maintain supported control systems, manage remote access, and transition new facilities into steady-state operations.

What You'll Need:

• Bachelor's degree in Computer Science, Engineering, Mathematics, Statistics, another related technical field, or equivalent practical work experience.
• 5+ years of progressive people management experience, preferably supporting geographically distributed teams.
• 5+ years of IT infrastructure program or project management experience in a complex, service-oriented environment.
• Experience supporting mobile devices, printing technologies, PCs, Windows, and Azure within a warehouse, fulfillment, manufacturing, or comparable operational environment.
• Demonstrated experience leading continuous improvement initiatives and managing work in an SLA-driven support organization.
• Experience managing vendor contracts, service providers, business relationships, and the resolution of service outages or operational escalations.
• Ability to translate complex technical topics into clear information for audiences with varying levels of leadership experience and technical knowledge.
• Ability to travel up to 10%, work flexible schedules that may include nights, weekends, and holidays, and participate in a 24/7 support and on-call rotation. This position also requires the ability to stand or walk for 10-12 hours per day as well as the ability to lift and push 50lbs. Ability to balance multiple priorities, and to quickly adjust strategy and execution in the face of new information.
• Excellent communication and problem-solving skills
• Experience working in a CMS
• Highly developed intrapersonal skills
• Ability to follow an in-house style guide
• Love of pets and passion for their care and health

Bonus

• Current CCNA, MCSE, MCSA, Six Sigma, or Project Management Professional certification.
• Experience with Motorola or Zebra radio-frequency devices, including the MC9190, VC6090, or WT41N0.
• Expertise in mobile device management, radio-frequency technologies, warehouse automation, or material handling control systems.
• Working knowledge of ITIL, Agile, and established project management frameworks.
• Experience developing dashboards and operational reporting in Tableau.
• Experience supporting eCommerce, retail, high-growth, or startup environments.
• Additional experience managing third-party hardware and software vendors or service providers.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
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