Senior Manager - Retail Technology Operations

Toshiba Global Commerce Solutions is seeking a Senior Manager, Retail Technical Operations (RTO) that will be responsible for the deployment, integration, technical enablement, validation, and operational support of Toshiba retail solutions. RTO serves as the technical bridge between Product Engineering, customer environments, deployment teams, project teams, and support organizations to ensure successful solution delivery and long-term customer success.

The Senior Manager, Retail Technical Operations leads the RTO engineering team and is accountable for deployment readiness, deployment execution, technical escalation management, and operational support across the customer portfolio. The role owns team performance, capability development, delivery quality, and the operational standards the team works to.

The Senior Manager combines people leadership, technical credibility, delivery governance, and executive communication. The role sets standards, removes blockers, manages technical risk across concurrent engagements, and represents RTO to customers, Product Engineering, and internal leadership. Success is measured by the outcomes of the team and the portfolio rather than individual technical contribution.

• Lead, coach, and develop a team of RTO Engineers spanning multiple skill levels, platforms, and locations, owning career and technical progression.
• Own hiring and onboarding, maintain the team skills matrix, and close capability gaps through training, cross-training, and hiring.
• Set clear performance expectations, provide regular direct feedback, conduct performance reviews, and address performance and behavioral issues promptly.
• Manage workload distribution, travel load, and after-hours and on-call rotations for go-live and production support.

• Own readiness standards, entry criteria, and assessment checklists used across all customer engagements.
• Ensure readiness assessments are consistently executed and documented, covering infrastructure, architecture, networking, hardware, software, dependencies, and certificate and security planning.
• Own or approve technical go/no-go decisions for testing, pilot, and production deployment.
• Review aggregated technical risk across the portfolio and hold the team and partner organizations accountable for closing readiness gaps before deployment.

• Oversee concurrent deployments across multiple customers, platforms, and regions, assigning engineers based on skills, engagement complexity, and available capacity.
• Ensure technical quality and consistency of deployments across supported platforms, including:
• In-store Controllers
• Distributed Data and backup controllers
• Terminal lane checkout environments
• ELERA platform solutions
• TCxSky OS environments
• SDK, JavaPOS, and Device Broker components
• Monitor deployment progress, milestones, and blockers, and intervene when engagements deviate from plan.
• Ensure pilot deployments, production rollouts, and go-live events are appropriately staffed and supported.

• Own the escalation path for complex technical issues and serve as the escalation point for customers, support organizations, and internal leadership during high-impact issues.
• Ensure root cause analysis is completed, documented, and reviewed for significant incidents, with confirmed facts separated from assumptions.
• Drive recurring and systemic issues to permanent resolution with Software Support rather than repeated workarounds.
• Manage critical situation communication, status cadence, and stakeholder expectations through resolution.