Sr Operations Director Jobs in Rochester, NY (NOW HIRING)

Job Summary:
Monro, Inc. is one of the leading automotive service and tire dealers in the United States, focused on providing high-quality service to their customers. The Senior Director, IT Applications – Front Office is responsible for leading the strategy and optimization of customer-facing applications, ensuring they align with business goals and enhance the customer journey.
Responsibilities:
• Define and execute the technology strategy for front-office applications that enable the customer experience
• Partner with (Sales & Marketing, Merchandizing, Customer Service and Store Operations, etc.) leaders to understand business strategy, priorities and roadmap and translate them into technology solutions
• Provide leadership for digital platform modernization and transformation efforts
• Drive the delivery and ongoing optimization of digital customer experiences, ensuring applications are user-friendly, integrated, and support business needs
• Oversee vendor partnerships, platform roadmaps, and contracts for front-office technology solutions; including vendor selection, make vs buy analysis
• Ensure alignment of front-office applications with enterprise architecture, data, security and integration standards
• Lead teams responsible for application development, integration, and support, fostering an agile and customer-focused culture
• Establish governance and best practices for application lifecycle management, upgrades, and continuous improvement.
• Drive data and analytics teams to enable insights into customer behavior, sales performance, and marketing effectiveness
• Maintain ongoing knowledge of industry trends to ensure the company is leveraging the right solutions to meet evolving business & IT needs
• Ensure proactive monitoring and management of the applications and integration environments
• Vendor management and oversight which includes partnerships to ensure vendors deliver to established objectives, scope, timelines, costs, SLAs
• Understand vendor upgrade road maps and how changes may impact the business
• Manage vendor contracts for all software & outside services within the Front Office application portfolio
• Consistently and prudently manage finances as per established standards, budgets and risks/opportunities
• Ensure compliance with data privacy, PCI, and other relevant regulatory requirements and support SOX, PCI, and other audits
• Support M&A initiatives, including evaluation and integration of customer-facing technologies
• Directly manage senior managers and application leaders across front-office domains
• Build, mentor, and retain high-performing technical teams
• Balance near-term delivery with long-term vision and innovation
Qualifications:
Required:
• Bachelor’s degree in Information Technology, Computer Science, Business, or related field; advanced degree preferred.
• 10+ years of progressive IT leadership experience, with a focus on customer-facing and front-office applications.
• Retail/POS experience is a PLUS.
• Demonstrated leadership capability and success in leading teams.
• Directly manage senior managers and application leaders across front-office domains.
• Ability to build, mentor, and retain high-performing technical teams.
• Capable of balancing near-term delivery with long-term vision and innovation.
• Deep expertise in CRM (e.g., Salesforce, Microsoft Dynamics), marketing automation, eCommerce platforms, and customer engagement tools.
• Ability to drive digital transformation initiatives, including mobile and omnichannel solutions.
• Experience with all aspects of financial management.
• Strong background in vendor management, application lifecycle management, and integration strategies.
• Excellent leadership, communication, and stakeholder management skills, with the ability to influence at senior levels.
• Ability to communicate clearly and concisely to executive management.
• Knowledge of Agile methodologies, DevOps practices, and cloud solutions (Oracle Cloud, AWS, Azure, Salesforce Cloud, etc.).
Company:
Monro, Inc. is one of the nation’s leading chains of independently owned and operated tire and auto service locations. Founded in 1959, the company is headquartered in Rochester, USA, with a team of 5001-10000 employees. The company is currently Late Stage.