OVERVIEW

StoreForce is a leading SaaS B2B solution for the retail industry, providing advanced workforce and operational analytics. As we continue to grow, we are seeking a VP of Technical Operations to lead our technical infrastructure and operations teams. This senior leadership role will oversee DevOps, Cloud/Hosting Management, Observability, Level 2 Support, CI/CD processes and our critical client integrations while driving innovation through AI adoption. while driving innovation through AI adoption.

The VP of Technical Operations will be responsible for a team of approximately 10 professionals and will report directly to the CTO. The ideal candidate combines hands-on technical expertise with strategic leadership capabilities, thriving in our fast-paced environment while ensuring our SaaS platform delivers exceptional performance, reliability, and scalability to our retail clients.

WHAT YOU'LL DO

1. Strategic Leadership & Team Management

• Lead and mentor a team of 10+ technical professionals across DevOps, Cloud Operations, and Support functions.
• Develop and implement the technical operations roadmap aligned with company objectives.
• Foster a culture of continuous improvement, innovation, and knowledge sharing.
• Collaborate with ELT to establish technical priorities and resource allocation.
• Provide regular reporting on operational metrics, achievements, and challenges.

2. Integration Strategy & Execution

• Own the company's integration strategy, ensuring seamless data flows between StoreForce and client systems.
• Lead a team of Integration Engineers responsible for implementing and maintaining client data integration.
• Establish scalable integration frameworks supporting flat-file and API-based data exchanges.
• Partner with Development for complex integration requirements while maintaining operational ownership.
• Drive innovation in our integration capabilities to enhance data accuracy, timeliness, and reliability.
• Implement integration technologies and tools to improve efficiency and scalability.
• Oversee integration monitoring; ensure reliable data pipelines & timely resolutions.

3. Cloud Infrastructure & DevOps Excellence

• Oversee the architecture, performance, and security of our cloud infrastructure.
• Drive optimization of cloud resources to balance performance, reliability, and cost-effectiveness.
• Lead the evolution of DevOps practices, implementing industry best practices and automation.
• Ensure robust disaster recovery, business continuity, and security protocols.
• Evaluate and implement new technologies to enhance our infrastructure capabilities.

4. Observability & Service Reliability

• Establish comprehensive monitoring, alerting, and logging systems across our SaaS platform.
• Define and track SLAs, ensuring high availability and performance for our clients.
• Implement proactive incident management processes to minimize service disruptions.
• Lead post-incident reviews and ensure continuous improvement based on learnings.
• Develop dashboards and reporting tools to provide visibility into system health and performance.

5. CI/CD & Release Management

• Oversee the continuous integration and deployment pipeline, ensuring reliability and efficiency.
• Partner with Development to streamline release processes and reduce time-to-market.
• Implement automated testing and quality assurance within the CI/CD pipeline.
• Establish release management practices that minimize client impact while enabling rapid iteration.
• Balance innovation speed with operational stability and security requirements.

6. Level 2 Support Leadership

• Oversee Level 2 Support operations; ensure timely resolution of client issues.
• Establish escalation protocols and knowledge management systems to improve support efficiency.
• Analyze support trends to identify recurring issues and drive systemic improvements.
• Partner with Client Success to ensure technical operations align with client needs.
• Foster a client-centric mindset across the technical operations organization.

7. AI Innovation & Adoption

• Lead the evaluation and implementation of AI technologies to enhance operational capabilities.
• Champion AI adoption throughout the Technical Operations organization.
• Identify opportunities for AI-driven automation, predictive analytics, and operational intelligence.
• Collaborate with Product to integrate AI capabilities that add value.
• Stay abreast of emerging AI technology & potential applications in our environment.

QUALIFICATIONS
Competencies required:

• Leadership Seen as a role model; motivational, supportive. Fosters cooperation and collaborates with others.
• Integrity - Ethical and honest. Maintains principle when faced with challenge.
• Communication Able to deliver clear and concise instruction with the ability to adapt to their audience. Understands that listening is essential for clarity.
• Strategic Thinking - Visualizes the future and makes a commitment to the long-term end result with the ability to anticipate challenges and contingencies.
• Conceptual Thinking - Notices similarities between different and apparently unrelated situations; quickly identifies the central or underlying issues in complex situations.
• Problem Solving Distinguishes between symptoms and causes. Able to see multiple parts and the relationships in order to identify and resolve the root issue; generates alternative solutions.
• Technical Proficiency Curious and comfortable to tackle new systems or unknown territory. resourceful in learning.

KNOWLEDGE / EXPERIENCE

Technical Expertise

• 8+ years of experience in technical operations, with 3+ years in a leadership role.
• Bachelor's degree in Computer Science, Engineering, or related field.
• Deep knowledge of cloud platforms (Azure preferred) and infrastructure-as-code (Terraform, ARM templates).
• Strong understanding of modern DevOps practices, CI/CD pipelines, and containerization (Docker, Kubernetes).
• Experience with monitoring and observability tools (e.g., Prometheus, Grafana, ELK stack).
• Hands-on experience with automation and scripting (Python, PowerShell, Bash).
• Familiarity with AI/ML technologies and their operational applications.
• Understanding of security best practices and compliance requirements in SaaS environments.
• Experience with API integrations and data pipeline management.

Leadership & Soft Skills

• Proven ability to lead technical teams and develop talent.
• Exceptional communication skills, with the ability to translate complex technical concepts for various audiences.
• Strategic thinking balanced with tactical execution capabilities.
• Strong problem-solving abilities and a data-driven approach to decision-making.
• Experience managing relationships with stakeholders across the organization.
• Ability to thrive in a fast-paced environment maintaining focus on long-term objectives.

Industry Knowledge

• Experience in SaaS operations, preferably in B2B environments.
• Understanding of retail industry challenges and opportunities (preferred).
• Track record of implementing operational improvements that drive business value.
• Experience scaling technical operations in a growing organization.

WHY WORK WITH US AT STOREFORCE

StoreForce is growing quickly its the kind of place you can make a real impact. We thrive on change, collaboration, and trust; And are fueled by a mutual passion for Specialty Retail. At StoreForce youll have the chance not only to work with some amazing people, but also with some of the worlds best retail brands.

We invest in our people, celebrate diversity, and foster a space for you to learn and grow, every day. Some of our employees favourite workplace perks include:

• Flexible schedule and work from home policy
• Casual work environment in modern and bright office spaces
• Employer-paid health benefits including a Health Spending Account
• RRSP Matching with First Time Home Buyer support*
• Company paid training and professional development
• Extended Long Weekends and Religious Observance Days
• Employee Referral Program
• Dedicated Employee Assistance Program (EAP)
  *Speak with the HR Manager for full program details.

StoreForce is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment that is diverse and inclusive. This starts by welcoming and encouraging applications from all individuals including those with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.