Senior Director – Front Office IT

Monro’s family of brands is one of the leading automotive service and tire dealers in the United States. We work on approximately five million vehicles a year, but with us, it is personal. Every guest is important, and every teammate is valued. That is our people-first approach. 

Headquartered in our hometown of Rochester, New York, where our founder, Chuck August, opened his first store in 1957, we have grown to over 1,100 auto repair shops and tire dealers in 32 states from coast to coast. Monro powers 16 highly respected tire and auto service brands, supporting each company’s regional strength and community connections. From big cities to small towns to rural crossroads, you will find us in neighborhoods of every shape, size, and color. 

Under the Monro banner, we are united TEAM and share the same mission to bring our guests the highest quality tire and auto service in the industry. 

Do you have what it takes to shape a better future for yourself and the automotive service industry? Our vision is to be America’s leading auto and tire centers, trusted by consumers as the best place in our neighborhoods for quality automotive maintenance and repairs. We’re looking for motivated individuals at every stage in their career who share our vision. Positions are available in our retail locations across our many brands, in field management, and in store operations at our Store Support Center in Fairport, New York. If you like helping others, if you enjoy being part of a team, solving problems, and building guest relationships, if you value honesty and integrity - we have a Destination for you at Monro.

Destination Monro -Your Career is Here!

Job Summary:

The Senior Director, IT Applications – Front Office is responsible for leading the strategy, delivery, and optimization of customer-facing applications that drive revenue growth, customer engagement, and digital experiences. This role oversees platforms that support sales, marketing, eCommerce, CRM, customer service, digital channels, and the data and analytics platform, ensuring solutions are scalable, integrated, and aligned with business goals. Partnering closely with business leaders and IT peers, this role ensures front-office technology enables a seamless customer journey and supports Monro’s long-term growth strategy. 

• Key solution areas include (not limited to):  
• CRM Systems   
• Customer Experience & Digital Channels  
• Store Operations Applications and Point of Sale (POS)   
• Analytics & Reporting platform  
• Advanced Analytics/Machine Learning 

Compensation:  The salary range for this role is $165,000 - $185,000 annually.  This role is eligible for additional compensation and incentives.  Pay will be determined based on experience level. 

Essential Functions:

• Define and execute the technology strategy for front-office applications that enable the customer experience 
• Partner with (Sales & Marketing, Merchandizing, Customer Service and Store Operations, etc.) leaders to understand business strategy, priorities and roadmap and translate them into technology solutions 
• Provide leadership for digital platform modernization and transformation efforts 
• Drive the delivery and ongoing optimization of digital customer experiences, ensuring applications are user-friendly, integrated, and support business needs 
• Oversee vendor partnerships, platform roadmaps, and contracts for front-office technology solutions; including vendor selection, make vs buy analysis 
• Ensure alignment of front-office applications with enterprise architecture, data, security and integration standards 
• Lead teams responsible for application development, integration, and support, fostering an agile and customer-focused culture 
• Establish governance and best practices for application lifecycle management, upgrades, and continuous improvement. 
• Drive data and analytics teams to enable insights into customer behavior, sales performance, and marketing effectiveness 
• Maintain ongoing knowledge of industry trends to ensure the company is leveraging the right solutions to meet evolving business & IT needs  
• Ensure proactive monitoring and management of the applications and integration environments  
• Vendor management and oversight which includes partnerships to ensure vendors deliver to established objectives, scope, timelines, costs, SLAs 
• Understand vendor upgrade road maps and how changes may impact the business  
• Manage vendor contracts for all software & outside services within the Front Office application portfolio  
• Consistently and prudently manage finances as per established standards, budgets and risks/opportunities 
• Ensure compliance with data privacy, PCI, and other relevant regulatory requirements and support SOX, PCI, and other audits 
• Support M&A initiatives, including evaluation and integration of customer-facing technologies

Leadership & Management 

• Directly manage senior managers and application leaders across front-office domains 
• Build, mentor, and retain high-performing technical teams 
• Balance near-term delivery with long-term vision and innovation 

Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field; advanced degree preferred.  
• 10+ years of progressive IT leadership experience, with a focus on customer-facing and front-office applications. 
• Retail/POS experience is a PLUS. 

Knowledge & Skills:

• Demonstrated leadership capability and success in leading teams
• Directly manage senior managers and application leaders across front-office domains 
• Ability to build, mentor, and retain high-performing technical teams 
• Capable of balancing near-term delivery with long-term vision and innovation  
• Deep expertise in CRM (e.g., Salesforce, Microsoft Dynamics), marketing automation, eCommerce platforms, and customer engagement tools. 
• Ability to drive digital transformation initiatives, including mobile and omnichannel solutions.  
• Experience with all aspects of financial management. 
• Strong background in vendor management, application lifecycle management, and integration strategies.  
• Excellent leadership, communication, and stakeholder management skills, with the ability to influence at senior levels. 
• Ability to communicate clearly and concisely to executive management 
• Knowledge of Agile methodologies, DevOps practices, and cloud solutions (Oracle Cloud, AWS, Azure, Salesforce Cloud, etc.). 

Work Environment & Physical Requirements:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and fax machines. Position requires incumbent to see, read, hear, speak, reach, bend, sit/stand for prolonged periods of time at a desk and working on a computer. Ability to work weekends and holidays as needed.

Benefits  

• Health Insurance  
• Dental Insurance 
• 401K Retirement Plan with Company Match 
• Paid vacation 
• Paid Holidays 

Your next Destination!

Growth Opportunity:

At Monro we’re committed to helping our teammates grow their career through the combination of coursework, demonstrating leadership skills and open opportunities. Our teammates receive on-the-job training, company sponsored certifications, as well as course curriculum in Monro University that empowers them to advance to the next level of their careers.

Monro, Inc. is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.