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Why You’ll Love Working at BJ’s

At BJ’s Wholesale Club, our team members are at the heart of everything we do. That’s why we offer a comprehensive benefits package designed to support your health, well-being and future – both on and off the job. When you grow, we grow.

Here’s just some of what you can look forward to:

+ Weekly Pay: Get paid every week so that you can manage your money on your terms.

+ Free BJ’s Memberships: Enjoy a complimentary The Club Card Membership, plus a free Supplemental Membership for someone in your household.*

+ Generous Paid Time Off: Take the time you need with vacation, personal, sick days, holidays, bereavement, and jury duty leave.*

+ Flexible and Affordable Health Benefits: Choose from three medical plans, and access optional dental, vision, Health Savings Account (HSA), and flexible spending account options to fit your lifestyle.*

+ 401(k) Retirement Savings Plan: Build your financial future with a company match (available to team members 18 and older).*

+ Employee Stock Purchase Plan: Accumulate funds through after-tax payroll deductions that can be used to purchase shares of BJ’s common stock at a 15% discount.*

*Eligibility requirements vary by position.

Job Summary:

Service Manager – Supply Chain Technology is a leadership role within the IT Supply Chain Products team, responsible for ensuring a consolidated, cohesive, and effective operation d-and support function across all Supply Chain technology supporting Ambient and Perishable businesses. This role demands a deep understanding of mission-critical supply chain systems, exceptional operational management skills, and the ability to lead both internal teams and vendor partners across hybrid support environments.

Responsibilities:

+ Define and lead implementation of Level 1, 2 and 3 support strategy and approaches for continuous improvement and effective organizational support across Supply Chain applications.

+ Maintain external vendor accountabilities and drive compliance/improvement on commitments specific to Ambient and Perishable supply chain platforms.

+ Identify vendor skill gaps in technology support and make recommendations for improvements.

+ Drive a unified approach to support processes and increase utilization across the Supply Chain application portfolio.

+ Lead discussions to balance team skillsets and leverage excess capacity across under-supported areas within Ambient and Perishable domains.

+ Anticipate new support requirements as new Supply Chain solutions or enhancements are introduced.

+ Lead a highly skilled team of application support engineers through day-to-day support, incident resolution, and operational activities.

+ Manage the work products of contracted and in-house staff to ensure on-time, on-budget, and high-quality support delivery.

+ Ensure all assigned Supply Chain areas meet defined SLAs and KTLO performance targets.

+ Serve as the primary liaison for support transitions during implementation or enhancement of new Supply Chain systems.

+ Review, tune, and approve SOPs for L1.5/2/2.5 support tiers across the Ambient and Perishable Supply Chain platforms.

+ Establish and enforce cross-functional support procedures to reduce silos between technical and business operations teams.

+ Drive and contribute to ITIL processes to ensure consistency, operational effectiveness, and ongoing service improvement.

+ Participate in, review, and approve root-cause analyses for production incidents across supported applications.

+ Manage and optimize production support workflows and escalation processes.

+ Define and guide processes for break-fix and small enhancements within the Supply Chain support scope.

+ Participate in departmental budgeting and EPIC planning for service delivery and operational capacity.

+ Manage, guide, mentor, and develop support team members to build domain expertise in Ambient and Perishable systems.

+ Define and enforce standards for compliance, quality control, documentation, and peer review.

Required Skills:

+ Bachelor’s degree in information systems, Computer Science, Supply Chain Management or a related discipline.

+ 8 or more years of IT experience in application development and/or production support.

+ 6 or more years of experience supporting enterprise Supply Chain systems in retail, distribution, or logistics environments.

+ 3 or more years of experience in IT operational service delivery or ITIL-aligned support roles.

+ 3 or more years of leadership experience in a hybrid support environment (onshore/offshore).

+ Ability to quickly understand and lead support for complex application ecosystems with limited documentation.

Desired Skills:

+ 10 or more years of related IT experience in the retail or supply chain domain.

+ 10 or more years working in hybrid team structures (onshore/offshore/vendor-supported).

+ Results-oriented leader with a strong desire to drive support excellence across business-critical systems.

+ Relevant certifications in ITIL, Supply Chain technologies, or operations management.

+ Demonstrated ability to guide and delegate work within diverse and distributed support teams.

+ Strong communication and collaboration skills to align with both technical and business stakeholders.

This is a hybrid role. Tuesday through Thursday are in-office days at BJ's Club Support Center in Marlborough, MA and Monday and Friday are remote days.

In accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. At BJ’s Wholesale Club, we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. The pay range for this position is $125,500.00 - $160,000.00