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.

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.

Teammate Experience & Service Management:

• Lead engineering roadmaps for teammate collaboration technologies such as Microsoft SharePoint and Teams; govern and set standards for apps/bots, connectors, and integrations; optimize licensing, forecast growth, and manager vendor relationships.
• Own the enterprise ITSM platform roadmap and governance, defining multi-year objectives, and alignment to incident, request, change, knowledge, and asset/CMDB processes; align ITSM capabilities with broader digital transformation, automation, and AI initiatives.
• Drive integration architecture and automation, delivering API-based workflows with CI/CD, chat/virtual agent intake, intelligent routing, and runbook automations that reduce manual effort and improve MMTR/FCR.
• Operationalize service metrics and reporting by defining SLAs/OLAs and dashboards for CSAT, MTTD/MTTR, backlog health, deflection, and cost-to-serve.
• Oversee knowledge management lifecycle including support artifacts, SOPs, and playbooks to ensure content is accurate, searchable, and routinely maintained while fostering a culture of knowledge sharing across support teams. 

Financial Operations Engineering:

• Own the cloud FinOps operating model; establish standards, cost allocation rules (product/team/environment), and show back practices.
• Drive cloud consumption, optimization, and commitments; lead right-sizing, autoscaling, and storage lifecycle policies; manage savings plans/committed-use discounts and reservations; reduce data transfer/egress and idle resources across IaaS/PaaS/managed services.
• Maximize value from ‘-as-a-Service’ investments; own license hygiene (seat reclamation, tier rationalization, feature utilization) and orchestrate renewals and true-ups to align cost with realized adoption and outcomes.
• Lead vendor and contract performance management; own commercial strategy for cloud, SaaS, and observability platforms; benchmark pricing, set consumption guardrails/SLOs, and enforce outcome-based KPIs that link spend to reliability and experience.

Executive & A/V Support:

• Own the executive support and white-glove operations for the C-suite and board, concierge workflows, and an always-on coverage model across corporate headquarters, boardrooms, and remote sites.
• Ensure reliability of A/V, UC, and meeting experiences by standardizing room designs, lifecycle and refresh plans, proactive health monitoring, dry-runs for critical executive meetings, and rapid-failover procedures.
• Direct executive device and mobility programs (laptops, tablets, phones, travel kits), partnering with IT Security to enforce access controls, data protection, secure connectivity, and identity safeguards without sacrificing usability.
• Collaborate with Corporate Communications, IT Security, Telecomm Engineering, and Facilities to coordinate and support executive board meetings, investor / earnings calls, and townhall events.
• Own the strategy, and standards for company-wide A/V solutions, end-user experience and adoption, and deployment of training and self-service guides ensuring accessibility to all stakeholders.

QUALIFICATIONS:

• Bachelor’s in Computer Science, Information Technology, or related field (or equivalent experience)

• 10 to 15+ years experience

• First-line and second-line HR management and leadership of personnel, both employees and contractors, with a focus of building and developing high performing teams, high engagement survey results, and successfully influencing others

• Technology operations and support with 5+ years leading managers and teams across service disciplines, operational tooling, and multi-site environments

• ITIL v3/v4, SRE, or equivalent background

• Demonstrate ownership of ITSM processes (incident, problem, change, knowledge), SLAs/OLAs, and operational KPIs

• Experience building/operating an enterprise support platform (e.g., Jira Service Management, ServiceNow, or Remedy), with CMDB/Asset, discovery and integrations

• Experience leading major incident management and executive-level communications

• Hands-on leadership of Audio/Video technologies and unified communications support for executive spaces

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Targeted Pay Range: $127,000.00 - $237,800.00. This is part of a competitive total rewards package that could include other components such as: incentive, equity and benefits. Individual pay is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all teammate pay regularly to ensure competitive and equitable pay.DICK'S Sporting Goods complies with all state paid leave requirements. We also offer a generous suite of benefits. To learn more, visit www.benefityourliferesources.com.