IT Senior Director of Operations, Infrastructure & Customer Care - Full-time / Part-time

Job Description:

The APG IT Senior Director of Operations, Infrastructure, and Customer Care reports directly to the APG IT Chief Information Officer (CIO) and leads the IT Operations comprised of a combination of internal and outsourced operations teams. The Senior Director of Operations, Infrastructure, and Customer Care is responsible for the infrastructure and operations implementation and on-going support of APG’s systems, working in concert with the GPC IT Shared Services team.  This role will implement and evangelize ITIL and ITSM throughout the organization. The role is also accountable for directing and supervising the operations and monitoring of systems, infrastructure, process, analysis, and technical support. The Senior Director of Operations, Infrastructure, and Customer Care is responsible for ensuring that the IT Department provides robust operations implementation of new technologies in support of APG’s overall strategies.  The Senior Director of Operations, Infrastructure, and Customer Care will be required to help drive and participate in strategic and tactical meetings with GPC IT to represent and coordinate APG’s requirements within the overall corporate framework and to educate the executive team on how IT Operations can help enable the overall corporate mission and goals.  This role will interface with cross-functional peers, managers and Executive Management Team members to develop strong working relationships and understand the Information and Support needs of the business.

Role Responsibilities:

• Direct responsibility for the Customer Care Center; responsible for Store Support, DC Support, NAPA Online and TRACS (marketed shop management system), and Corporate functions.
• Responsible for NAPA Store infrastructure, including telephone service, network service, and workstation and server engineering functions.  
• Responsible for all operations functions, some through 3rd parties, to meet the performance requirements of the company and its business partners.
• Develop strategies and plans for the operational infrastructure of systems, processes, and personnel designed to meet the needs of the changing organization.
• Optimize APG’s IT operations for maximum efficiency and stability. Including improving operating metrics, staffing levels, utilization rates, and performance efficiencies.
• Build and execute a plan to deliver ITIL/ITSM across the organization.
• Establish and build successful relationships with key clients and partners across all locations.
• Mentor and develop the operational team for training, growth, and efficiency for successful deliveries.
• Develop a deep understanding of APG’s products, divisions, market focus, competitive edge, and global presence.
• Be a thought leader in the ongoing improvement of delivery strategies.
• Manage a team of associates located in both Atlanta, GA and Dallas, TX.  

Required Experience and Skills:

• Minimum 10 years’ of senior operations leadership in a high volume, complex environment.
• Five years managing multiple vendors in an outsourced environment.
• Extensive experience setting up, deploying, and managing ITIL/ITSM. Certifications in ITIL, CMMI, COBiT, etc. are a plus.
• Technical experience in high-availability AS/400, Mainframe, Open Systems, On-Line Systems, multi-datacenter, MPLS, and virtualized environments.
• Demonstrated track record of leading change and operational excellence.
• Excellent leadership, communication, strategic, interpersonal, and presentation skills with the ability to prepare and deliver clear and concise presentations to all levels of the organization, partners and clients.
• Leadership and operational experience in high-availability POS, e-commerce and distribution systems in wholesale and retail environments.
• Ability to successfully lead an in/outsourced virtual team.
• Degree in Computer Science, Information Systems, Business or equivalent enterprise level experience.
• MS in Computer Science or MBA is strongly preferred.
• Demonstrated industry thought leadership is a plus (publications, speaking engagements, etc.).
• Ability to relate technical architectures to application and information systems architectures, security architecture and IT governance architectures.
• Ability to handle complexity and ambiguity and provide structure to complex problems
• Strong ability to advise, coach and teach with respect to leading best practices and improvement initiatives.

GPC believes the fair and equitable treatment of employees, customers, suppliers and other persons is critical to fulfilling its vision and goals. GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender identity, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC’s policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.