Manager III, Systems, Shopbop and Zappos

Description

Are you a technical leader who thrives on keeping complex systems running seamlessly - and is genuinely obsessed with delivering an exceptional experience for the people who depend on them?

As the IT Support and Networking Engineering Manager for Zappos and Shopbop, you'll lead a distributed team of 8-10 engineers across Las Vegas, Madison (WI), and New York City, ensuring the IT infrastructure and network systems that power two e-commerce brands stay fast, reliable, and ready for what's next. From corporate office technology to studio production environments, your team supports the complex, interconnected systems that employees and customers count on every day - and you take that responsibility seriously.

You'll own the strategy and execution behind network infrastructure, cloud services, audio/visual systems, and end-user computing, while partnering closely with Amazon IT teams to drive automation, reduce operational overhead, and raise the bar on service delivery. Whether you're resolving a critical infrastructure issue or building long-term resilience into your systems, you lead with a customer-first mindset - because when your team wins, millions of customers and the employees who serve them win too.

Key job responsibilities

As the IT Support and Networking Engineering Manager for Zappos and Shopbop, you will:

Team Leadership & Development

Hire, onboard, mentor, and develop a team of 8-10 IT professionals - including IT Support Engineers, Systems Engineers, and Network Engineers - distributed across Las Vegas, Madison (WI), and New York City

Establish clear performance standards, KPIs, and SLAs to drive accountability, service quality, and continuous improvement across the team

Foster a culture of ownership, where every engineer takes full responsibility for the systems, incidents, and customer experiences under their care

Network & Systems Engineering

Own and manage network infrastructure (Cisco-based environments), maintaining 99.99% uptime across all managed sites

Oversee Windows Server environments, Active Directory/ADFS infrastructure, and cloud-based systems

Lead AWS cloud infrastructure initiatives to reduce operational downtime and mitigate risk

Support Mac and PC device management programs across all locations

IT Operations & Service Delivery

Own end-to-end incident management - from triage and on-call response to resolution and post-incident review

Develop and maintain IT procedures and operational processes

Manage equipment and asset inventory across multiple sites

Studio & Collaboration Technology

Maintain audio/visual equipment and studio production technology infrastructure across all locations

Partner with Studio, Security, and Site Operations teams to ensure seamless cross-functional support

Strategic Initiatives & Amazon Partnership

Collaborate with Amazon IT teams to align on enterprise policies/standards and identify opportunities for automation, tooling improvements, and operational efficiency

Lead network and IT site expansions, infrastructure builds, and technology migrations

Drive adoption of AI-powered tools and automation to elevate IT service delivery

Create comprehensive documentation and knowledge management systems to support team scalability

Travel

Conduct regular site visits to Las Vegas and New York to assess infrastructure health, team performance, and operational needs

A day in the life

No two days look exactly the same - and that's part of what makes it exciting.

You might start your morning triaging overnight alerts and syncing with on-call engineers in New York and Las Vegas. By mid-morning, you're planning AV infrastructure with Studio Operations in Madison, then aligning with Amazon IT on a cloud migration. Your customers are Zappos and Shopbop employees - merchandisers, photographers, and corporate teams who depend on reliable technology daily. Afternoons bring SLA reviews, 1:1s, and vendor discussions.

Every day, you're solving for reliability, speed, and scale across two fast-moving e-commerce brands.

Basic Qualifications

* 5+ years of developing a team of technical professionals across multiple locations experience

* 4+ years of leading technology teams as a information technology operations manager experience, or Bachelor's degree

* Experience as a network engineer with deployments for large-scale networks in a corporate environment and hands-on experience in physical infrastructure installations including hardware integration, racking, and cabling

* Experience with AWS services or other cloud offerings

* Bachelor's degree

* Strong knowledge of Windows Server administration, Active Directory, and ADFS

Preferred Qualifications

* Knowledge of IT best practice frameworks (ITIL, COBIT) and operational excellence concepts or methodologies

* Experience in operations of highly available and scalable internet systems with a large customer base

* Experience with scripting (e.g. Python, Power Shell)

* Experience in e-commerce or retail technology environments

* Proficiency with Mac and PC device…