• Develop and execute a technology roadmap for customer care tools and solutions to align with business goals and SLA requirements.
• Evaluate emerging technologies, platforms, and tools to determine their potential to enhance support operations across phone, chat, and email.
• Collaborate with stakeholders in Operations, IT, and Customer Experience to ensure solutions meet the needs of multilingual teams in NA, EMEA, and APAC markets.

• Oversee the implementation of customer support tools, including CRM, omnichannel platforms, chatbots, IVR, ticketing systems, and workforce management solutions.
• Ensure integrations between tools are seamless and deliver actionable insights for operations teams.
• Drive automation and self-service initiatives to improve operational efficiency and reduce customer effort.

• Identify and address gaps in system performance, user experience, and process inefficiencies.
• Define KPIs and regularly assess the performance of tools in meeting SLA targets and business objectives.
• Partner with Analytics teams to leverage customer data to improve service delivery and personalization

• Build and lead a high-performing team of technical specialists, analysts, and system administrators.
• Manage relationships with third-party vendors and solution providers to ensure timely delivery and optimal support of technology solutions.
• Facilitate contract negotiations and maintain budgets for customer care technology investments.

• Bachelor’s degree in information technology, Business Administration, or a related field.
• 5+ years of experience in technology strategy, implementation, or operations, and leadership role supporting customer care or contact center environments.
• Proven track record of managing large-scale technology projects in a multilingual, multi-channel customer service environment.
• Deep understanding of CRM platforms, contact center solutions, and omnichannel support tools.
• Experience implementing Al-driven solutions like chatbots, automation tools, and machine learning-powered analytics.
• Strong knowledge of SLA management, WFM tools, and contact center performance metrics.
• Exceptional communication and stakeholder management skills, with the ability to present technical concepts to non-technical audiences.
• Strategic thinker with a focus on results and execution.
• Ability to thrive in a fast-paced, global environment.
• Strong leadership skills with a passion for team development and cross-functional collaboration.

The annual base salary range is $125000 - $145000 / year. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive short term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below.

Foot Locker Benefits:

• Employee Discount
• Paid Time Off
• Medical | Dental | Vision Coverage
• 401(k) | Roth 401(k)
• Stock Purchase Plan
• Life Insurance
• Flexible Spending Account
• Opportunities for Advancement
• Tuition Reimbursement for Qualified Courses
• Strong Company Culture
• Employee Resource Groups