What are the responsibilities and job description for the Information Technology Manager position at Carmela Coffee?
The IT Manager is responsible for overseeing and maintaining all technology systems across corporate and franchise stores, including POS systems, loyalty platforms, and third-party delivery integrations.
This role ensures smooth technology operations, timely issue resolution, and implementation of new systems to support business growth.
Key Responsibilities:
Technology Management:
- Manage the setup, maintenance, and troubleshooting of POS systems, ensuring seamless operation across all stores.
- Oversee loyalty platforms and ensure accurate data tracking for customer rewards programs.
- Handle integrations with third-party delivery platforms such as Uber Eats and DoorDash, ensuring menus, pricing, and promotions are up-to-date.
System Maintenance and Troubleshooting:
- Monitor system performance to prevent downtime and minimize disruptions to store operations.
- Resolve technical issues promptly to maintain operational efficiency. Collaborate with vendors and service providers to ensure timely hardware and software maintenance.
Data and Reporting:
- Ensure secure and accurate collection of sales, inventory, and customer data through integrated systems.
- Provide technical insights and reports to the COO to support decision-making.
- Monitor and enforce data privacy and cybersecurity standards.
Technology Implementation:
- Recommend and implement new technologies to improve operational efficiency and customer experience.
- Support the rollout of system updates and train store teams on new tools and processes.
- Oversee the implementation of technology at new store openings.
Collaboration with Departments:
- Work with the Marketing Manager to ensure loyalty programs and promotions are accurately reflected in technology platforms.
- Collaborate with the Customer Experience, Training & Development Manager to train employees on technology usage.
- Coordinate with the Finance Manager to ensure accurate and secure financial data management.
Vendor Management:
- Serve as the primary point of contact for technology vendors and service providers.
- Negotiate contracts and service agreements to optimize costs and service levels.
- Monitor vendor performance and ensure adherence to service-level agreements (SLAs).
Key Metrics to Measure Performance (KPIs):
System Uptime & Reliability
- Implement & maintain 95% or higher uptime for POS, loyalty platforms, and delivery systems.
- Ensure zero critical system failures that disrupt store operations. Technical Issue Resolution
- Resolve 100% of technical issues within 24 hours or escalate promptly when needed.
- Ensure a first-time resolution rate of 90% for support. Technology Implementation & Adoption
- Achieve 100% rollout of system updates and new tools within set deadlines.
- Ensure 90% of employees are trained and proficient in using technology systems. Cost Optimization & Vendor Management
- Ensure 100% compliance with vendor service-level agreements (SLAs). Cybersecurity & Data Protection
- Maintain zero data breaches and ensure full compliance with data privacy standards.
- Conduct quarterly security audits to prevent vulnerabilities
Note: This position requires weekend availability and the flexibility to work on weekends as part of the regular schedule.
Skills and Qualifications:
- Experience: Minimum of 5 years in IT management, preferably within the retail or food & beverage industry.
- Technical Knowledge: Expertise in POS systems, third-party delivery integrations, loyalty platforms, and cybersecurity protocols.
- Problem-Solving Skills: Ability to troubleshoot technical issues efficiently and effectively.
- Project Management: Experience in implementing and managing technology rollouts.
- Communication Skills: Strong ability to explain technical concepts to non-technical stakeholders.
- Vendor Management: Proven track record of managing technology vendors and optimizing service agreements.
Note: This position requires weekend availability and the flexibility to work on weekends as part of the regular schedule.
Reporting Line:
- Reports To: COO
- Direct Reports: None (if outsourced) or IT support staff (if in-house).
- Collaborates With: Marketing Manager, Customer Experience & Training Manager, Finance Manager, and store teams.
Job Type: Full-time
Pay: From $45,000.00 per year
Schedule:
- 8 hour shift
- Weekends as needed
Work Location: In person
Salary : $45,000
