Staff Tech Ops Lead

At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our four global Home Offices, Distribution Centers or Retail Stores—TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer. 

Job Description:

Operational Leadership & Service Reliability

• Provide leadership and governance for service provider operational support teams, ensuring incidents, service requests, problems, and changes are managed effectively and in accordance with agreed service levels.
• Establish and maintain operational standards that ensure service stability, resiliency, availability, and business continuity across supported platforms.
• Act as the senior operational escalation point for critical incidents and major service disruptions, providing leadership, coordination, and stakeholder communication. 
• Partner with business, technology, infrastructure, and vendor teams to align operational priorities, support outcomes, and service improvement initiatives. 
• Ensure operational readiness for critical business activities including peak trading, stock counts, month-end, quarter-end, and year-end processing. 

Service Management & Reliability Engineering

• Manage the governance of Incident, Problem, Change, and Service Request Management processes across the Oracle MOM support landscape. 
• Ensure major incident reviews and root cause analyses are completed to a high standard, with corrective actions tracked through to resolution. 
• Drive a culture of proactive service management, focusing on reducing incident recurrence, improving application stability, and enhancing overall service reliability. 
• Establish operational metrics, service health indicators, and reliability objectives to measure and improve support effectiveness. 
• Identify operational risks and ensure appropriate mitigation plans, controls, and governance mechanisms are in place. 

Continuous Improvement, Automation & Innovation

• Lead continuous service improvement initiatives to enhance operational efficiency, service quality, and customer satisfaction. 
• Drive the automation strategy for the Oracle MOM support function, ensuring investment is focused on reducing operational toil and improving reliability. 
• Champion the adoption of observability, AIOps, automation, and operational tooling to improve proactive monitoring and service performance. 
• Prioritise and govern reliability, automation, and operational enhancement backlogs to maximise business value and service outcomes. 
• Maintain awareness of emerging technologies, support models, and industry best practices, incorporating relevant innovations into the operational roadmap.

Vendor & Service Provider Management

• Hold service providers accountable for delivering agreed service levels, quality standards, operational metrics, and contractual obligations. 
• Review and challenge service performance, driving continuous improvement and ensuring effective remediation of service gaps. 
• Support Statement of Work reviews, operational governance forums, and supplier performance management activities. 
• Build strong partnerships across internal and external teams to deliver consistent, reliable, and customer-focused operational services. 

Operational Governance & Knowledge Management

• Establish standards for operational documentation, runbooks, support procedures, and knowledge management practices. 
• Ensure support teams maintain accurate, current, and effective operational documentation aligned to service management standards. 
• Promote knowledge sharing, operational excellence, and cross-functional collaboration to strengthen organisational capability and service resilience. 
• Ensure governance processes are in place to maintain audit readiness, operational compliance, and adherence to organizational standards.

In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

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