Job Description
Vuori is re-defining what athletic apparel looks like: built to move and sweat in but designed with a casual aesthetic to transition into everyday life. We draw inspiration from an active coastal California lifestyle; an integration of fitness, creative expression and life. Our high energy fast paced retail environment is reflected in the clothes we make. We aim to inspire others to take on all aspects of their lives with clarity, enthusiasm and purpose…while having a lot of fun along the way. We are proud to be an outlet for opportunity and for personal growth and success.
Job Description
We are seeking a highly skilled and motivated Lead Support Specialist with a focus on retail operations. This role will lead a team of operational engineers. The primary responsibility is to ensure all technology systems continue to run efficiently and effectively in our retail stores, utilizing Jira for ticketing and data analysis, and Confluence for knowledge management.
What you'll get to do:
- Serve as a subject matter expert in all technology topics in Vuori Retail stores.
- Oversee the intake and resolution of support tickets in Jira, ensuring timely and accurate responses.
- Develop proactive measures to lessen the need of technology support in Vuori’s retail stores.
- Analyze data from Jira to identify trends, areas for improvement, and opportunities for proactive support.
- Communicate news, updates, and process changes related to technology in our retail stores.
- Manage the relationship with a 3rd party global service desk, coordinating meetings and maintaining knowledge bases in Confluence.
- Utilize the company's intranet site to keep retail stores informed about important information and updates.
- Explore and adopt AI technologies to enhance support for retail stores, improving efficiency and customer satisfaction.
Qualifications
Who you are:
- Bachelor's degree and 5+ years of Information Technology experience or a related field. Or related experience.
- Proven experience in a help desk or support management role, preferably in a retail environment.
- Strong knowledge of Jira for ticketing and data analysis.
- Experience with Confluence for knowledge management and collaboration.
- Excellent communication and interpersonal skills.
- Ability to lead and motivate a team, fostering a positive and productive work environment.
- Familiarity with AI technologies and their application in support functions is a plus.
- Leadership and team management
- Data analysis and reporting
- Effective communication
- Problem-solving and critical thinking
- Knowledge management
- AI adoption and implementation
