Senior Manager, IT Strategy & Network Operations

Senior Manager, IT Strategy & Network Operations

Since 2009, we've been on a mission to bring sustainable fashion to everyone. Named one of Fast Company's Brands That Matter and winning a Best Carbon Footprint award, we have big goals like being Climate Positive by 2025, Circular by 2030, and pushing the whole industry forward along the way. Our work has gotten love in Drapers and Sourcing Journal, and TIME wrote about how great our CEO, Hali Borenstein, is. Basically, we're saving the Earth and looking damn good doing it.

We're a global brand with 50+ stores (and counting) around the world, and our own sustainable factory in LA. We innovate across categories like accessories, swimwear, and sleepwear, and we reach millions of people with campaigns like this, this, and this.

None of this work is possible without the incredible people behind it. We're a mission-based company that invests in an inclusive culture, so we can innovate together and ensure everyone has the space to grow, thrive, and belong.

And starting right now, we want to do all that with you.

This position is an on-site role at our Vernon HQ, Monday through Friday, with the ability to step in during off hours as needed to support key business operations and keep our teams running smoothly.

What You'll Do (Strategy, Partnership & Leadership - 60%)

• Ensure and drive excellent, high-quality, customer-centric technical service for all corporate employees.
• Own the IT service strategy for all corporate staff. Define support requirements, develop the strategic roadmap, and execute projects to accomplish these requirements in partnership with key corporate stakeholders.
• Partner closely with corporate leads to align support strategies, manage expectations, and proactively improve technology delivery across all facilities.
• Manage relationships, contracts, and licensing for key corporate systems and oversee vendor performance and renewals.
• Expand the effective use of existing ticketing and observability systems to enhance scale, reporting, trend monitoring, and predictive support capabilities.
• Learn and analyze complex business processes that rely on technology. Produce clear, professional documentation and spearhead the development of a comprehensive knowledge base to drive efficiency.
• Provide high-level guidance and mentorship to two independent Helpdesk Technicians, managing ticket escalation paths and ensuring consistent service quality.

What You'll Do (Critical Network & Escalation - 40%)

• Act as the expert escalation point and sole operational backup for the Network Engineer. This includes being capable of independently managing, troubleshooting, and resolving emergency-level issues related to corporate network infrastructure.
• Jump into and own the complete resolution of emergencies related to network outages or critical corporate technology failures, driving swift resolution and root cause analysis.

What You'll Need (Mandatory Requirements)

• Minimum 10 years of experience in IT operations or technical support, with 5+ years in a senior/managerial role focused on strategy, roadmapping, and stakeholder partnership within a multi-site environment.
• Strong, hands-on experience with Cisco Meraki management (MX/MS/MR), including advanced troubleshooting of: Firewall Rules, VPNs (site-to-site and remote access), and complex Wi-Fi and VLAN issues across corporate and DC facilities.
• Proven ability to define, implement, and manage high-quality IT service delivery processes and metrics.
• Exceptional communication skills with a proven ability to partner with non-technical business leaders and explain complex issues clearly.
• Expert understanding of networking and support challenges in a multi-facility (HQ/Office/DC) and remote work environment.
• Extensive experience supporting employees in a Mac OS X environment.

Bonus Skills (Nice-to-Haves)

• Windows Server management and administration experience.
• Experience with Google Workspace administration and security hardening.
• JumpCloud or similar modern cloud-based IAM experience.

At Reformation, we believe in transparency and equity when it comes to compensation. For this role, the anticipated base salary range is $150,000 - 165,000 + 10% bonus eligibility, depending on a variety of factors, including but not limited to relevant experience, skills, qualifications, and internal compensation equity. This role may also be eligible for an annual discretionary bonus based on a range of factors, including company performance, department goals, and individual contributions. Bonus amounts and eligibility are not guaranteed and are determined at the company's discretion. Please note that compensation decisions are made thoughtfully and may vary from the listed range to reflect individual circumstances and evolving business needs. Our total rewards package also includes benefits, perks, and opportunities for growth that contribute to overall compensation.

Eligible employees get employer-sponsored private medical, dental, and vision insurance, as well as commuter benefits to help support your travel to and from work. We offer competitive paid time off policies including vacation, sick leave, and company holidays for eligible employees. We offer retirement planning support for eligible employees, including the option to invest in Environmental Social Governance-aligned (fancy way to say sustainable) funds. We're a mission-based company with offices in LA, NYC and London, as well as a global retail team, which means you'll get to collaborate with people all around the world. You'll get access to fertility care support through Carrot, and up to a $5,000 USD reimbursement for related fertility expenses after 1 year of employment. We care about the causes our employees care about so we donate to community efforts on a yearly basis. We offer a clothing discount, culture events (like our annual Ref Values week and Volunteer Time Off), you know, all the meaningful and fun stuff!

Reformation is proud to be an Equal Opportunity Employer. We're committed to building a diverse and inclusive team that reflects the world we want to live in. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status—in accordance with applicable international, federal, state, and local laws. If you require accommodations during the application or interview process, please let us know. We're here to ensure you have what you need to show up as your best self. Still don't know if you should apply? We get it—studies show that many women and individuals from historically underrepresented communities hold back from applying unless they meet every single requirement. At Reformation, we're all about growth, not gatekeeping. If you're passionate about the role and excited about making fashion more sustainable, we'd love to hear from you. If this role doesn't totally excite you, consider applying to our general application.