Director, Digital & Retail Technology Operations

Pandora A/S; København; Hybrid; DKK 1,800,000 - 2,500,000; Full time

Benefits offered by this job

LEED Gold Certification

Copenhagen HQ

Job summary

Pandora A/S is seeking a Director of Digital & Retail Tech Operations to lead the operational health of our stores and websites from Copenhagen. You’ll oversee a geographically dispersed team and partner with Product and Engineering to ensure new features are production-ready and smoothly transitioned into operations.

We value strong leadership, dev-ops expertise, risk management, and a data-driven approach to improve performance and reliability across Pandora’s global retail channels.

Qualifications

• Typically 8+ years of relevant professional experience.
• Strong people leadership and engagement capabilities across geographically dispersed teams.
• Experience in technology operations, operational excellence, incident management or related field.
• Knowledge of DevOps and ITIL practices.
• Experience with observability and DevOps tools.
• Strong analytical skills connecting operations with business impact.
• Understanding of operational risk, cybersecurity collaboration and compliance.
• Excellent stakeholder management and cross-functional collaboration skills.
• High learning agility and an improvement-focused mindset.
• Lean Six Sigma or similar qualification would be an advantage.

Responsibilities

• Lead the seamless operation of Pandora’s digital and retail technology across channels.
• Monitor real-time health and performance of products and services; use data to identify trends and prevent issues.
• Strengthen incident management and reduce time to detect, contain, and resolve incidents affecting customers and trade.
• Embed operational excellence via DevOps and ITIL-based practices; ensure outages are resolved promptly and documented.
• Anticipate operational risks and implement preventive measures to reduce impact of future incidents.
• Increase use of synthetic monitoring across eligible products.
• Foster collaboration between Cybersecurity and Operations.
• Support compliance across channels, including PCI-related requirements.
• Lead, develop and engage a geographically dispersed team with clear direction.
• Manage costs and contribute to decisions on revenue, CAPEX and OPEX.
• Collaborate with stakeholders across Global Retail and E-commerce Core Tech and external vendors.

Skills

People leadership

DevOps

ITIL

Observability

Incident management

Data-driven decisions

Cybersecurity collaboration

Stakeholder management

Lean Six Sigma (advantage)

Cross-functional collaboration

Tools

DevOps tools

ITIL tooling

Job description

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Director, Digital & Retail Technology Operations

Country/Region: DK

Application Deadline: 06-10-2026

Technology plays a critical role in every customer interaction, from our websites to our stores. We are looking for a Director of Digital & Retail Tech Operations to ensure these platforms and services operate seamlessly, reliably and securely across Pandora’s global business.

Based in Copenhagen, you will lead a geographically dispersed operations team of 10+ direct reports, including skilled analysts and managers working across Pandora locations and vendor teams. Reporting to the VP of Digital & Retail Technology, you will also join the Digital & Retail Technology Leadership Team and help shape the function’s strategic roadmap and transformation.

About the role

As Director of Digital & Retail Tech Operations, you will take overall responsibility for the operational health and performance of technology supporting Pandora’s stores and websites.

Working closely with Product and Engineering teams, you will ensure that new products and features are fit for purpose and transitioned effectively into operations. You will champion a DevOps by design mindset, strengthen unified operations and advance observability across the domain.

This is an opportunity to lead at scale, improve operational maturity and make a direct impact on the technology experiences supporting our customers and global retail business.

Key responsibilities:

• Lead the seamless operation of technology across Pandora’s digital and retail channels.
• Monitor the real-time health and performance of products and services, using data to identify trends, improve performance and address potential issues before they escalated.
• Strengthen incident management and reduce the time taken to detect, contain and resolve incidents affecting customers and trade.
• Embed operational excellence through DevOps and ITIL-based practices, ensuring outages are resolved in a timely and documented way.
• Anticipate operational risks and implement preventive measures that reduce the likelihood and impact of future incidents.
• Increase the use of synthetic monitoring across eligible products.
• Build stronger tactical relationships between Cybersecurity and Operations.
• Facilitate risk management across Digital & Retail Technology services and products, monitoring the delivery of agreed mitigations.
• Partner with Cybersecurity to support compliance across channels, including PCI-related requirements.
• Lead, develop and engage a geographically dispersed team, providing clear direction through an empowering and supportive leadership approach.
• Build talent, manage performance and create the conditions for individuals and teams to succeed.
• Manage operational costs and contribute to decisions relating to revenue, CAPEX and OPEX.
• Collaborate with internal stakeholders across Global Retail and E-commerce Core Technology, as well as multiple external vendors.

What we are looking for:

You are an experienced technology operations leader who combines strong operational judgement with a clear understanding of business and customer impact. You are comfortable working in a fast-moving global environment and can remain calm, focused and decisive when challenges arise.

We envision, you will bring:

• Typically, 8 plus years of relevant professional experience, or an equivalent combination of education and experience.
• Strong people leadership and engagement capabilities, ideally gained through leading geographically dispersed teams.
• Experience within technology operations, operational excellence, incident management or a related field.
• Knowledge of DevOps and ITIL practices.
• Experience with observability and DevOps tools.
• Strong analytical skills and the ability to connect operational decisions with business impact.
• An understanding of operational risk, cybersecurity collaboration and compliance.
• Excellent stakeholder management and cross-functional collaboration skills.
• High learning agility and the ability to understand new and varied topics quickly.
• A resilient, energetic and improvement-focused mindset.
• Lean Six Sigma or a similar qualification would be an advantage.

Location

This is a Copenhagen-based global leadership role within Pandora’s Digital & Retail Technology function.

You will be working out of our beautiful Digital & Technology Hub in Copenhagen, in a rapidly growing environment of highly skilled and experienced colleagues, which is a key initiative that goes along with Pandora’s experience &ambitions. Besidesour beautiful interior design, we are also proud of our LEED Gold Certification for Energy and Environmental Design. This means that we use as few natural resources as possible and that we use them with respect. The result is a professional and dynamic space that is unique,comfortableand inspirational – and delivers a true Pandora experience to anyone who works here or comes to visit.

About Pandora

Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. Pandora jewellery is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewellery with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 32.5 billion (EUR 4.4 billion) in 2025.