Director, IT (Buying Office Client Services & Infrastructure)

Our values start with our people, join a team that values you!

Bring your talents to Ross, our leading off-price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.

As part of our team, you will experience:

• Success . Our winning team pursues excellence while learning and evolving
• Career growth . We develop industry leading talent because Ross grows when our people grow<
• Teamwork . We work together to solve the hard problems and find the right solution
• Our commitment to Diversity, Equality & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.

Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2025 revenues of $22.8 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

GENERAL PURPOSE

Director, IT, Client Services & Infrastructure (Buying Offices) is responsible for leading infrastructure operations, mobility services, VIP support, and workplace technology services for the New York and Boston Buying Offices. This highly visible role operates in a fast-paced environment and requires strong leadership, a sense of urgency, and a commitment to delivering exceptional customer service to executives, business leaders, and associates. This role is responsible for ensuring stable, secure, and reliable technology services; proactively managing risks and priorities; driving operational excellence; and building a high-performing team. The role partners closely with enterprise IT, Corporate Properties, HR, vendors, and business stakeholders to support workplace initiatives, executive technology needs, and business operations while maintaining a responsive, high-touch support experience.

The base salary range for this role is $137,400 – $259,050. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

ESSENTIAL FUNCTIONS

• Lead infrastructure operations, mobility, VIP support, and workplace technology services for the New York and Boston Buying Offices, ensuring reliable, responsive service and consistently high performance.

• Build and lead a high-performing team, setting clear expectations and role-modeling accountability, collaboration, responsiveness, and customer service through effective delegation, coaching, development, and performance management.

• Maintain a visible, hands-on leadership approach, providing strategic direction while stepping into operational details when needed to resolve issues, remove barriers, and ensure successful outcomes.

• Deliver a high-touch customer service experience with a strong sense of urgency, particularly when supporting executives and other high-profile stakeholders. Exercise sound judgment, discretion, and confidentiality while proactively solving problems and communicating effectively.

• Lead technology projects and workplace initiatives, including infrastructure refreshes, office buildouts, renovations, relocations, and operational readiness. Establish clear plans, proactively communicate status and risks, ensure appropriate resources, and intervene when needed to keep deliverables on track.

• Oversee network, telecommunications, server room, mobility, and workplace technology services in partnership with enterprise IT teams, business partners, and external vendors.

• Own service performance and operational excellence, including incident, problem, change, escalation, and on-call processes. Use metrics, root-cause analysis, and service trends to identify risks and drive continuous improvement.

• Manage operating and capital budgets, including forecasting, expense management, vendor spend, and investment planning, ensuring appropriate financial discipline and alignment with business priorities.

• Build strong partnerships and influence across the organization, working closely with IT leadership, business leaders, HR, Corporate Properties, and vendors to anticipate needs, align priorities, resolve issues, and communicate risks and recommendations.

• Exercise sound judgment, discretion, and confidentiality, particularly when supporting executives, handling sensitive business information, and managing associate or operational matters. Demonstrate professionalism and appropriate judgment in all interactions.

COMPETENCIES

Building Effective Teams

Developing Talent

Collaboration

Leading by Example

Communicates Effectively

Ensures Accountability & Execution

Manages Conflict

Business Acumen

Plans, Aligns & Prioritizes

Organizational Agility

Technical Competence/Expertise

Customer Focus

Problem Solving Strategic Thinking

Decision Quality

QUALIFICATIONS & SPECIAL SKILLS REQUIRED

• At least 10 years of progressive experience delivering IT infrastructure, technology operations, workplace technology, mobility, or end-user support services.

• At least 5 years of experience leading technical teams, including managers, engineers, analysts, support professionals, consultants, or vendor resources across multiple locations.

• Strong experience managing enterprise infrastructure and workplace technologies, including networking, wireless services, telecommunications, network rooms, structured cabling, low-voltage systems, backup power, and conference room technologies.

• Experience managing executive or VIP support and mobility services, including device lifecycle, policy compliance, vendor coordination, operational support, and service performance.

• Strong knowledge of IT service management practices and demonstrated experience managing incidents, problems, changes, escalations, service levels, vendors, contracts, budgets, forecasts, and capital and operating expenses.

• Strong analytical, business, communication, and problem-solving skills, with the ability to balance operational stability, service delivery, and competing priorities while working effectively with senior leaders in a matrixed organization.

• Relevant infrastructure, networking, workplace technology, cloud, or security certifications are a plus. Experience supporting office buildouts, renovations, relocations, or workplace modernization projects is also a plus. Some travel may be required; ITIL Foundation or higher certification preferred.

• Ability to access network rooms, equipment areas, conference rooms, and other office technology spaces as needed.

• This role requires full-time in-office presence to support team leadership, in-person collaboration, client and executive support, mentoring, coaching, and operational needs.

EDUCATION / CERTIFICATIONS

• Undergraduate degree in information systems, computer science, engineering, business administration, or a related technical discipline, or equivalent relevant experience.

PHYSICAL REQUIREMENTS

Job requires ability to work in an office environment, primarily on a computer

Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc

Consistent timeliness and regular attendance

Vision requirements: Ability to see information in print and/or electronically

SUPERVISORY RESPONSIBILITIES

Manager, Buying Office Technology

Infrastructure Engineers and Analysts

Mobility and VIP Support Resources

Contract and Vendor Resources

DISCLAIMER:

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management’s discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company’s overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.

DISCLAIMER

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.

The base pay range for this role $137,400.00 to $259,050.00. The base pay range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.