Manager, Retail Technology Operations

Retail Tech Operations Manager
Have you led and coordinated a geographically distributed team of Operation Specialists (Retail Tech Analysts) across EMEA and APAC region and through them drove cluster engagement through structured reporting, cadence meetings, and continuous service improvement initiatives?

Do you have experience of Leading Retail Command Centres to manage daily retail operations, including incident, event and problem management, and service continuity across stores in systems across systems?

Could you lead a Level 2 application support team for Store applications, mainly PoS in EMEA and APAC. Anchor and evolve operational excellence initiatives such as monitoring, automation, and knowledge base expansion. Champion the integration of AI-driven automation and observability into MPOS operations to enhance uptime, reduce manual intervention, and improve customer experience. Manage vendor relationships and service delivery, including escalations, and invoicing, if yes! Then we would love to hear from you!

What is needed to succeed

• Strong background in retail technology operations, in particular POS, store hardware (e.g., Meraki, iPads), and store network infrastructure.
• Experience with ITSM tools (e.g., ServiceNow) across incident, problem, change, and service request management workflows.
• Familiarity with monitoring platforms (e.g., New Relic, Opsgenie) and proactive service management.
• Proven capability in deploying monitoring and automation for Retail Tech, in particular Point of Sale systems, to enhance uptime and reduce manual interventions.
• Strong understanding of AI/ML-based automation tools for anomaly detection, predictive maintenance, and intelligent alerting in retail environments.
• Ability to design or collaborate on automation workflows that reduce ticket volumes and improve operational reliability.

Ideally You will Demonstrate

• Strong background in retail technology operations, including POS and, store hardware (e.g., Meraki, iPads), and store network and infrastructure, ideally global.
• Experience with ITSM tools (e.g., ServiceNow) across incident, problem, change, and request management workflows.
• Familiarity with monitoring platforms (e.g., New Relic, Opsgenie) and proactive service management. · Strong understanding of AI/ML-based automation tools for anomaly detection, predictive maintenance, and intelligent alerting in retail environments and experience with AI-powered workflows to reduce ticket volumes and improve store reliability.
• Leadership experience with specialist roles in a digital team
• 5-8 years of progressive experience in retail operations, digital retail technology, or IT service management.
• 3–5 years in a leadership role, managing cross-functional teams across multiple geographies. · Proven track record in retail technology environments
• Experience leading AI-driven automation initiatives or digital transformation projects is highly desirable.

Personal Competencies

• Thrives well in a distributed team setting and shares own knowledge readily
• Experience with agile technology development methods, Project managent – Lean Six Sigma (Green/Black Belt)
• Experience with planning and coordinating work between vendor, IT and users.
• Background: Bachelor’s or Master’s Degrees in: Information Technology or IT Administration
• Operations Management, Supply Chain Management, Data Analytics
• Valuable Certifications, ITIL Foundation
  
  

Did we get your attention?    

 We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site www.pandoragroup.com.     

Icing on the cake     
You will be working out of our beautiful Head Office in Copenhagen V, established in 2016 and designed to unite and inspire our teams. Besides our beautiful interior design, we are also proud of our LEED Gold Certification for Energy and Environmental Design. This means that we use as few natural resources as possible and that we use them with respect. The result is a professional and dynamic space that is unique, comfortable and inspirational – and delivers a true Pandora experience to anyone who works here or comes to visit.    

About Pandora     
Pandora is the world's largest jewellry brand, specializing in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores. 

Headquartered in Copenhagen, Denmark, Pandora employs 37,000 people worldwide and crafts its jewellery using only recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 31.7 billion (EUR 4.2 billion) in 2024. 

At Pandora, we believe that creating an inclusive and diverse workplace and reflecting societal diversity in our customer engagement is essential to delivering on our company purpose: to give a voice to people’s loves. We dedicate ourselves to fostering, cultivating and preserving a culture of inclusion and diversity where everyone feels respected and valued. So, if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch.