VP – IT Operations

Grocery Outlet; Emeryville (CA); On-site; USD 220,000 - 250,000; Full time

Benefits offered by this job

Annual Bonus Program

Equity

401(k) Profit Sharing

Medical, Dental, Vision & More

Job summary

Grocery Outlet is seeking a VP of IT Operations to lead the strategy and delivery of IT services across its stores and corporate teams. The successful candidate will define a 3–5 year vision, oversee IT infrastructure and service management, and manage both operational and financial performance.

A strong background in retail technology, 10+ years in IT infrastructure, and proven leadership skills are essential. This role offers a competitive salary and comprehensive benefits including a bonus program, equity, and 401(k) profit sharing.

Qualifications

• 10+ years in IT infrastructure, service delivery, or enterprise operations.
• 5+ years in senior leadership roles with strategic and operational accountability.
• Hands-on operations leader with customer-focused service delivery.

Responsibilities

• Lead the strategy, delivery, and improvement of IT operations.
• Define a 3–5 year vision for IT operations aligned with goals.
• Build and develop a high-performing team across IT functions.

Skills

IT infrastructure

Service delivery

Operational accountability

Retail technology experience

Cloud operations

Team building

Education

Bachelor’s degree or equivalent

Advanced degree or MBA preferred

Job description

About the Role

As the VP of IT Operations, you will lead the strategy, delivery, and continuous improvement of Grocery Outlet’s core IT operations functions—Infrastructure, Network, Service Desk, and Store Technology. You will ensure seamless, scalable, and reliable technology services that power the company’s stores, warehouses, and corporate teams, driving operational maturity across infrastructure platforms and supporting the growing retail footprint.

Responsibilities Include

Strategic Leadership & Vision

• Define and execute a 3–5‑year vision for IT Operations aligned with enterprise goals and transformation programs
• Translate enterprise objectives into roadmaps across infrastructure, service management, and store systems
• Serve as a strategic partner to executive leaders, enabling operational readiness for business growth
• Evolve traditional infrastructure and support into a product‑aligned, service‑oriented model

Core Infrastructure & Technology Operations

• Lead enterprise‑wide infrastructure services, including cloud, data center, network, end‑user computing, and retail systems
• Oversee store Point‑of‑Sale platforms, hosting infrastructure, and corporate application operations
• Ensure 24 × 7 service availability and performance for all production environments, including peak retail periods
• Drive platform observability, resilience, and standardization across store and enterprise technologies

Service Management & Operational Excellence

• Build and mature ITIL‑aligned practices (incident, change, problem, configuration)
• Lead service desk transformation, knowledge management, and shift‑left/self‑service automation
• Champion proactive incident management and RCA practices to reduce unplanned downtime
• Establish and monitor operational KPIs including MTTR, SLA compliance, and customer satisfaction

People & Vendor Leadership

• Lead and develop a high‑performing team across infrastructure, service delivery, and retail systems
• Build skills in cloud operations, automation, SRE, and field support
• Establish clear performance goals, succession plans, and learning pathways
• Manage strategic vendor and MSP relationships with outcome‑based SLAs and governance

Financial & Portfolio Management

• Own OpEx and CapEx budgets for infrastructure and operations; ensure alignment with business value
• Drive efficiency through consolidation, automation, and vendor optimization
• Partner with Finance and the PMO to forecast resource needs and support program delivery
• Provide executive transparency into project readiness, spend, and ROI

About the Pay

• Base Salary Range: $220,000 - $250,000 annually
• Annual Bonus Program
• Equity
• 401(k) Profit Sharing
• Medical, Dental, Vision & More
• Final compensation will be determined based upon experience and skills and may vary based on location

About You

• 10+ years in IT infrastructure, service delivery, or enterprise operations
• 5+ years in senior leadership roles with strategic and operational accountability
• Retail technology experience (POS, store infrastructure) strongly preferred
• Bachelor’s degree or equivalent combination of experience and education; advanced degree or MBA preferred
• Hands‑on, outcomes‑oriented operations leader with deep infrastructure knowledge and a passion for delivering reliable, customer‑focused services
• Thrives in complex, fast‑paced environments, bringing discipline, structure, and strategy to everything you touch
• Leads with empathy, thinks at enterprise scale, and delivers technology that just works
• Strategic and operational thinker who drives alignment across people, process, and technology
• Skilled communicator with the ability to translate technical issues into business impact
• Proven team builder and mentor; fosters a culture of accountability, ownership, and continuous learning
• Effective in vendor negotiations, contract management, and partner collaboration
• Able to operate with urgency while building long‑term stability
• High integrity, strong business judgment, and customer‑centric mindset
• Deep understanding of hybrid cloud operations (AWS/Azure/GCP) and platform engineering
• Demonstrated success implementing SRE, automation, and ITSM/ITIL practices at scale
• Experience managing large vendor ecosystems and support teams across multiple locations
• Strong command of budgeting, forecasting, and multi‑year investment planning