Technology Project Manager

The Technology Project Manager plays a critical role in ensuring the stability, performance, and continuous improvement of Jiffy Lube’s point-of-sale (POS) platform across 2,000+ locations. This role is responsible for managing escalations, driving resolution of complex system issues, and delivering enhancements that improve store operations and customer experience. Serving as a key liaison between franchisees, operations teams, IT partners, and vendors, this role ensures alignment, accountability, and timely execution across all stakeholders. The position also supports franchisee onboarding and training to drive adoption and effective use of technology capabilities. Escalation Management & Operational Ownership Act as the primary escalation point for franchisees and operations teams Coordinate across vendors and internal teams to resolve issues end‑to‑end Monitor recurring issues and drive root cause analysis to prevent future incidents Enhancements & Release Delivery Identify and drive system enhancements that improve operational efficiency Lead enhancements from requirements through deployment Partner with business and IT teams to validate, test, and prepare solutions for operations Support release activities with minimal disruption to stores Franchisee Engagement & Support Deliver onboarding and training for new franchisees Serve as a trusted advisor on system capabilities and best practices Stakeholder & Vendor Coordination Act as the central liaison between franchisees, operations, IT, and external vendors Drive alignment, accountability, and progress across multiple partners Communicate status, risks, and resolutions clearly and consistently Process Improvement & Governance Improve support processes, workflows, and documentation Drive standardization to reduce repeat issues Support PCI, data privacy, and compliance requirements, including audit readiness Qualifications Bachelor’s degree in IT, Business, Computer Science, or related field (or equivalent experience) 6+ years in technology operations, application support, or delivery‑focused roles Proven experience managing escalations across multiple teams and vendors Experience supporting system enhancements, releases, or change implementations Strong cross‑functional experience with business, operations, and external partners Experience with multi‑location or customer‑facing systems (retail/POS preferred) Direct end‑user support and training experience Ability to manage multiple priorities in a fast‑paced environment PCI or regulated environment experience preferred SQL proficiency (required) Experience with enterprise applications, POS systems, or retail tech platforms Familiarity with ServiceNow, Jira, or similar ticketing systems Strong analytical skills (Excel, Power BI, etc.) Scripting/programming experience (Python, .NET) is a plus Strong Microsoft Office proficiency Full‑time, office‑based in Houston, TX Monday–Friday, 5/40 schedule Flexibility within core hours (9am–3pm) Limited travel ( #J-18808-Ljbffr