Manager III, Systems, Shopbop and Zappos

Are you a technical leader who thrives on keeping complex systems running seamlessly - and is genuinely obsessed with delivering an exceptional experience for the people who depend on them?

As the IT Support and Networking Engineering Manager for Zappos and Shopbop, youll lead a distributed team of 8-10 engineers across Las Vegas, Madison (WI), and New York City, ensuring the IT infrastructure and network systems that power two e-commerce brands stay fast, reliable, and ready for whats next. From corporate office technology to studio production environments, your team supports the complex, interconnected systems that employees and customers count on every day - and you take that responsibility seriously.

Youll own the strategy and execution behind network infrastructure, cloud services, audio/visual systems, and end-user computing, while partnering closely with Amazon IT teams to drive automation, reduce operational overhead, and raise the bar on service delivery. Whether youre resolving a critical infrastructure issue or building long-term resilience into your systems, you lead with a customer-first mindset - because when your team wins, millions of customers and the employees who serve them win too.

Key Job Responsibilities

As the IT Support and Networking Engineering Manager for Zappos and Shopbop, you will:

Team Leadership & Development

• Hire, onboard, mentor, and develop a team of 8-10 IT professionals - including IT Support Engineers, Systems Engineers, and Network Engineers - distributed across Las Vegas, Madison (WI), and New York City
• Establish clear performance standards, KPIs, and SLAs to drive accountability, service quality, and continuous improvement across the team
• Foster a culture of ownership, where every engineer takes full responsibility for the systems, incidents, and customer experiences under their care

Network & Systems Engineering

• Own and manage network infrastructure (Cisco-based environments), maintaining 99.99% uptime across all managed sites
• Oversee Windows Server environments, Active Directory/ADFS infrastructure, and cloud-based systems
• Lead AWS cloud infrastructure initiatives to reduce operational downtime and mitigate risk
• Support Mac and PC device management programs across all locations

IT Operations & Service Delivery

• Own end-to-end incident management - from triage and on-call response to resolution and post-incident review
• Develop and maintain IT procedures and operational processes
• Manage equipment and asset inventory across multiple sites

Studio & Collaboration Technology

• Maintain audio/visual equipment and studio production technology infrastructure across all locations
• Partner with Studio, Security, and Site Operations teams to ensure seamless cross-functional support

Strategic Initiatives & Amazon Partnership

• Collaborate with Amazon IT teams to align on enterprise policies/standards and identify opportunities for automation, tooling improvements, and operational efficiency
• Lead network and IT site expansions, infrastructure builds, and technology migrations
• Drive adoption of AI-powered tools and automation to elevate IT service delivery
• Create comprehensive documentation and knowledge management systems to support team scalability

Travel

• Conduct regular site visits to Las Vegas and New York to assess infrastructure health, team performance, and operational needs

A Day in the Life

No two days look exactly the same - and thats part of what makes it exciting. You might start your morning triaging overnight alerts and syncing with on-call engineers in New York and Las Vegas. By mid-morning, youre planning AV infrastructure with Studio Operations in Madison, then aligning with Amazon IT on a cloud migration. Your customers are Zappos and Shopbop employees - merchandisers, photographers, and corporate teams who depend on reliable technology daily. Afternoons bring SLA reviews, 1:1s, and vendor discussions. Every day, youre solving for reliability, speed, and scale across two fast-moving e-commerce brands.