Director, Engineering - Tech Ops & Support (REMOTE)

At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams.  We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

OVERVIEW:

Reporting to the Vice President of Foundational Technologies, this executive leadership role is responsible for shaping and executing the strategic vision for a robust technology operations ecosystem that supports DICK’S Sporting Goods teammates across retail locations, distribution centers, corporate offices, and remote work environments. The Director will oversee core Tech Ops functions, such as change and incident management, and levels L0-L2 support functions to include executive-level (C-suite), ensuring seamless delivery, performance, and reliability of infrastructure, products, and services.

Additional key responsibilities include leading the Tech Ops (aka ITSM) platform, cloud Financial Operations (FinOps), and datacenter Operations. This role demands a strong focus on operational excellence through automated scalable tools and leading through outages. Success in this position will be measured by improvements in reliability, efficiency, and overall teammate satisfaction across the enterprise.

Role Responsibilities:

Leadership, Strategy & Financial Oversight:

• Set the multi-year TechOps and Support strategy aligned to business and departmental goals; define the target operating model, maturity roadmap, and measurable outcomes for reliability, speed, satisfaction, and cost.
• Lead and develop a high-performing organization of leaders, engineers, analysts, and support professionals through career development and growth, competency matrices, coaching and recognition programs, succession planning, and skills-gap remediation; align workforce planning to demand while fostering an inclusive, high-performance culture with a focus on continuous learning.
• Lead portfolio planning and prioritization governance, balance run vs transform investments, retire low-value work, and sequence initiatives that deliver the highest business impact and value.
• Manage financials/budgets, vendor relationships, and staffing plans to optimize delivery and cost efficiency throughout the organization.

Technology Operations & Support:

• Establish and govern the support framework and standards aligned to ITIL/SRE (incident, request, change, problem, and knowledge); define roles and responsibilities, playbooks/runbooks, service catalog and taxonomy, and a TechOps governance process to ensure consistency and auditability.
• Oversee L0-L2 support operations across stores, corporate, field, and distribution centers; define the tiering model and SLAs/OLAs, set intake and escalation paths, tune queue health and staffing, and drive first-call resolution, backlog hygiene, and teammate satisfaction.
• Own the end-to-end incident management lifecycle (detection, triage, communications, resolution, PIR); establish major incident command, business impact, on-call readiness, and tolling integrations to reduce MTTD/MTTR and prevent recurring issues.
• Drive shift-left and self-service at scale by expanding knowledge-guided workflows, virtual agents/chats, automated diagnostics, runbook automation, proactive response, define measurable deflection and first-call resoluti9on targets, and convert top call drivers into self-serve paths.
• Define and operationalize metrics, KPIs, and reporting (e.g., CSAT, MTTD/MTTR, FCR, deflection, backlog aging, change success, cost-per-incident, CMDB knowledge accuracy) and lead recurring reviews that drive continuous improvement and investment decisions.

Tech Operations Platform Engineering:

• Oversee the design, engineering, and continuous evolution of a comprehensive, data-driven technology operations platform that integrates key service management capabilities including support engagement and escalation workflows, IT Service Management, CMDB and asset tracking, observability tools, event correlation engines, AIOps, and intelligent automation frameworks.
• Establish governance models across all operational domains. Drive the adoption of standardized processes and best practices to ensure consistency, accountability, and compliance.
• Oversee the implementation of scalable automation and AI solutions that enhance service delivery, reduce human error, and improve response and service restoration times.  Promote standardization to ensure high-quality, predictable outcomes and elevate overall teammate support experience.