Senior Manager – Retail Operations & Technology

Role Purpose

We are looking for an experienced Senior Manager – D365 Retail Technology to lead the technology landscape supporting grocery retail store operations, with strong hands-on expertise in various Microsoft Dynamics 365 modules such as Store Commerce

The role will be responsible for managing, enhancing, and supporting D365 Retail applications and related store technology, ensuring seamless and reliable operations across stores. The ideal candidate should combine strong technical expertise with retail business knowledge, particularly in grocery, and be comfortable working hands-on with application configuration, integrations, troubleshooting, and solution design.

Key Responsibilities

1. D365 Retail / Commerce Technology

a. Own and manage the various Microsoft Dynamics 365 Commerce/Retail modules in application landscape supporting grocery store operations.

b. Provide hands-on technical leadership for various D365 Commerce modules, POS, Store Commerce, pricing, promotions, inventory, product management, and related retail capabilities.

c. Work as Solution Architect and define solutions, configuration for customization and lead the team on enhancements, upgrades, and technical troubleshooting across D365 Retail.

d. Review business requirements and translate them into scalable D365 technical solutions.

e. Drive application performance, stability, security, and availability across the retail environment.

f. Drive adoption of digital tools across stores and operations

g. Evaluate new Microsoft/D365 capabilities and identify opportunities for automation and process improvement.

Ensure appropriate application architecture, coding standards, configuration, and technical documentation

2. Integrations & Retail Ecosystem

a. As IT Workstream Lead manage integrations between D365 and other retail applications, including:

a. Payment gateways and payment terminals

b. ERP and Finance systems

c. E-commerce platforms and Loyalty systems

d. Pricing and promotion engines

e. Third-party store applications

b. Troubleshoot integration failures and ensure data consistency across systems.

c. Work with integration teams on APIs, middleware, batch interfaces, and real-time integrations.

3. IT POS Retail Operations

a. As IT Workstream lead for POS the role expectation is to work closely with Store Operations, Merchandising, Supply Chain, Finance, IT, and Business teams to understand operational requirements.

b. As IT Retail POS Workstream lead Support critical grocery retail processes including:

o POS and checkout operations

o Product and assortment management

o Pricing and promotions

o Returns and refunds

o Customer and loyalty transactions

o Tender and payment processing

o Online/offline store operations

c. As Retail Tech Lead Ensure D365 solutions effectively support high-volume grocery transactions and store requirements.

4. IT POS Application Support

a. As IT Workstream lead, Own the production support and application management of D365 Retail applications.

b. Establish and manage incident, problem, change, and release management processes.

c. Lead resolution of critical production incidents impacting stores and customers.

d. Monitor application health, interfaces, transaction flows, and system performance.

e. Identify recurring issues and drive permanent corrective actions.

f. Define and monitor SLAs/KPIs for application support.

g. Ensure strong business continuity, disaster recovery, and operational readiness.

5. Project & Change Management

a. Lead retail transformation and system implementation projects

b. Manage budgets, timelines, and risks

c. Drive change management and user adoption initiatives

d. Ensure smooth rollout of new processes and technologies

Required Qualifications & Experience

1. Bachelor’s or master’s degree in business, Retail Management, IT, or related field

2. 10–15+ years of experience in retail operations and/or retail technology

3. Strong experience and hands on experience with various retail technology systems like Microsoft Dynamics 365 Commerce or similar platforms

4. Worked as Solution Architect for Retail Tech with various D365 commerce modules and their integrations

5. Experience with Azure integration technologies, APIs, middleware, and cloud services.

6. Good understanding of SQL/database concepts and troubleshooting.

7. Experience with application monitoring, performance optimization, and production support.

8. Knowledge of DevOps, CI/CD, source control, and release management.

9. Proven leadership and stakeholder management skills

10. Experience in large-scale retail transformations

Core Competencies

1. Strong hands-on expertise in Microsoft Dynamics 365 Commerce

2. POS & Store Technology configuration, extensions, offline/online operations, transaction processing, returns/refunds, tender management and store hardware integrations.

3. Solution Architecture with Third Party Inetgrations Designing and Solutioning

4. Working knowledge of Microsoft Azure, Azure Integration Services, APIs, middleware, messaging, batch and real-time integration patterns.

5. Ability to lead technical teams, review designs/code, establish engineering standards, manage vendors and provide technical direction across multiple workstreams

6. Problem-solving & decision-making

7. Change management

Key Performance Indicators (KPIs)

1. POS uptime – Availability of Store Commerce / POS systems

2. On-time delivery (%) – % of milestones delivered as per project plan

3. SLA adherence

4. Requirement coverage – % of business requirements successfully implemented

5. Performance improvements (POS speed, batch jobs, sync time)

6. SOPs and policies compliance