Technical Operations Lead (remote)

We're excited about your interest in pursuing the next step in your career with US Foods! Your continuous growth and development is critical to our success. US Foods is committed to working with and providing reasonable accommodation to individuals with disabilities. If reasonable accommodation is needed to participate in the interview process or to perform essential job functions, please contact our US Foods Application Accommodation Line at 855-873-2468. You will be prompted to leave a message. Please state the specifics of the assistance needed and your contact information. A member of our HR department will return your call within two business days. NOTE: Before you begin your internal job search, please review the criteria you will need to start the process. At US Foods®, innovation and technology is our superpower. By expanding our digital ecosystem and leading with a customer-first mindset, we're delivering technology that empowers our customers and simplifies business. As we transform the digital landscape of the foodservice industry, we're outpacing our competitors faster than ever before. The Technical Operations Lead serves as the onshore technical escalation point and team lead supporting global Level 2 (L2) operations for Salesforce, Ecommerce, and related cloud systems. This role combines leadership, technical support expertise, and applied Site Reliability Engineering (SRE) principles to ensure operational stability, incident resolution, and effective coordination with offshore support teams. Flexible Work Policy: The work for the Technical Operations Lead position is completely remote anywhere in the United States except Hawaii or United States Territories. RESPONSIBILITIES Lead and coordinate offshore L2 operations teams across Salesforce, Ecommerce, and cloud platforms. Act as the technical escalation point for critical incidents, ensuring timely resolution and effective stakeholder communication. Provide expert guidance in Salesforce (Sales/Service Cloud) configuration, integration, and issue resolution. Support Ecommerce platforms (e.g., Salesforce Commerce Cloud, Shopify, Adobe Commerce) with monitoring, troubleshooting, and root cause analysis. Apply SRE principles to improve uptime, observability, and Mean Time to Resolution (MTTR), leveraging Dynatrace, CloudWatch, or similar tools. Partner with developers, platform teams, and product owners to ensure operational readiness for new releases. Maintain standard operating procedures, escalation playbooks, and knowledge base documentation. Facilitate daily/weekly standups with offshore teams to monitor incident trends and performance metrics. Drive IT Service Management (ITSM) best practices, ensuring consistent execution of incidents, problems, and change management processes. Other duties as assigned by manager. RELATIONSHIPS Internal: Application development, cloud operations, DevOps, QA, product management, and ITSM governance teams. External: Offshore managed service partners, SaaS vendors, and platform providers (Salesforce, Dynatrace, Ecommerce vendors). WORK ENVIRONMENT Remote: This role is fully remote, and the associate is expected to perform assigned responsibilities from a home-based environment. MINIMUM QUALIFICATIONS 3 years' experience in technical operations, application support, or production support. 3 years' experience in a lead or senior escalation role supporting offshore or global teams. Proven experience with Salesforce Sales/Service Cloud and Ecommerce platforms (Commerce Cloud, Shopify, Adobe Commerce). Familiarity with AWS cloud services, APIs, and observability tools (Dynatrace, Datadog, CloudWatch). Working knowledge of SRE principles and incident response frameworks. Experience with ITSM systems such as ServiceNow or Jira Service Management. Excellent communication and leadership skills; ability to manage across distributed teams. Travel: EDUCATION Bachelor's degree in Information Systems, Computer Science, or a related discipline; or equivalent work experience. PREFERRED QUALIFICATIONS Salesforce Administrator or Platform App Builder certification. ITIL Foundation certification. Experience with CI/CD pipelines, API monitoring, and automation scripting. Prior exposure to cloud-native Ecommerce ecosystems and DevOps practices. This role will also receive annual incentive plan bonus. Benefits for this role may include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: Grade: 13 Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law (for example: state minimum wage thresholds). The expected base rate for this role is between $65,000 - $100,000 EOE - Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Age/Genetic Information/Protected Veteran/Disability Status

Created: 2026-03-05