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Leads a field-focused customer experience team supporting retail technology implementation, adoption, optimization, and customer relationships. Develops implementation plans, success metrics, configuration guides, and operational best practices; coordinates with Product, Engineering, Solutions, and implementation teams; leads customer meetings and process improvement initiatives; monitors deployment performance; and translates customer feedback into product and engineering enhancements.

Own end-to-end reliability for RADAR’s retail data infrastructure. Responsibilities include incident management, high-severity incident command, 24/7 NOC operations, observability pipelines, SLI/SLO definition, alerting, release engineering, postmortems, runbooks, on-call rotations, and reliability reporting. The role also mentors NOC analysts, improves incident response processes, and develops long-term roadmaps for automation and observability.

Provides technical support for retail store deployments, serving external customers and internal stakeholders. Troubleshoots issues with cross-functional IT and Engineering teams, manages service desk requests, performs root cause analysis, escalates incidents, and communicates technical information clearly. Develops SQL queries and automation scripts to improve productivity and SLA adherence. Supports process improvements, monitors customer issues, and participates in an on-call rotation.

Own system-level inventory features from definition through customer release. Analyze RFID data with Python, SQL, and BigQuery; write system requirements and acceptance criteria; coordinate validation across hardware, firmware, software, sensors, mobile applications, and cloud analytics; lead triage and debugging; assess subsystem performance; align cross-functional teams; and make release go/no-go decisions.

Drive strategic planning and execution by translating company strategy into owned project plans, establishing operating rhythms, tracking KPIs, coordinating cross-functional teams, introducing PM tools and governance, leading special projects and deep-dive analyses, surfacing risks and recommendations, and managing internal strategic communications to ensure alignment and measurable business outcomes.

Lead the development and delivery of fleetwide RFID solutions, managing software programs through the entire development lifecycle, optimizing workflows, and ensuring rigorous testing and validation.

Partner with Commercial, Customer, and Corporate Operations leaders to scale HR programs, improve performance management, design organizations, support employee relations and compliance, drive talent development, use people data for insights, and collaborate with Talent Acquisition to support hiring and workforce planning.