Technology Operations Analyst

COMPANY DESCRIPTION Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration. POSITION OVERVIEW As a member of the Retail Technology team, this role is responsible for supporting and enhancing the global Workforce Management (WFM) platform (UKG), which powers critical retail functions including scheduling, time and attendance, labor forecasting, budgeting, and workforce analytics. The position partners with business stakeholders, vendors, and offshore support teams to deliver operational support, system improvements, and project initiatives, with a primary focus on the U.S. market. The role also works closely with cross-functional IT teams to maintain system availability, resolve incidents, support critical integrations, and ensure technology solutions align with business needs. Over time, the position will expand responsibilities across adjacent retail technology platforms, developing broader expertise in areas such as Point of Sale (POS), traffic analytics, and in-store inventory management systems. ESSENTIAL DUTIES & RESPONSIBILITIES • Support the deployment, enhancement, and ongoing operation of retail technology solutions across the region, ensuring stable and efficient store operations. • Serve as the regional subject matter expert (SME) for store systems, applications, and business processes, providing operational and technical guidance. • Deliver high-quality support services while meeting established service level agreements (SLAs), IT processes, and customer satisfaction objectives. • Ensure compliance with IT governance, security controls, Sarbanes-Oxley (SOX) requirements, and global technology standards. • Partner with regional and global IT teams, business stakeholders, and external vendors to successfully deliver projects throughout the full solution lifecycle. • Coordinate with vendors and business partners to prioritize, plan, and implement system enhancements, upgrades, and new technology solutions. • Support the planning and execution of phased store rollouts using agile delivery practices, including cross-functional collaboration, incremental releases, and strong stakeholder engagement. • Participate in System Integration Testing (SIT) and User Acceptance Testing (UAT) activities to ensure solutions meet business and technical requirements. • Develop and maintain functional requirements, implementation guides, knowledge articles, and support documentation to facilitate smooth transitions to operational support teams. • Deliver training and knowledge-transfer sessions to business users and support teams to drive successful adoption of new systems and processes. • Monitor project progress, manage risks and dependencies, and proactively escalate issues to ensure successful project outcomes. • Conduct periodic site visits to retail stores to support implementations, validate project execution, and assess operational readiness. • Build and maintain strong working relationships with key stakeholders, including Regional IT, Global IT, business departments, store users, and external technology partners. EXPERIENCE, SKILLS & KNOWLEDGE • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. • 4+ years of experience in IT application support, systems operations, technology delivery, or related roles. • Experience supporting enterprise applications and participating in system implementations, enhancements, integrations, or continuous improvement initiatives. • Preferred experience with Workforce Management (WFM), HR systems, or retail technology platforms such as POS, traffic analytics, inventory management, or mobile applications. • Basic understanding of SQL, scripting, or programming concepts is a plus. • Experience working with third-party vendors and distributed teams in a global business environment. • Proficiency with Microsoft 365, Jira, Zoom, and other collaboration and project management tools. • Strong communication skills in English, with the ability to translate technical concepts for non-technical audiences; bilingual Chinese and English preferred. • Demonstrated ability to build relationships and collaborate effectively with cross-functional teams, stakeholders, and business partners. • Strong analytical and problem-solving skills, with the ability to prioritize, troubleshoot, and resolve issues in a fast-paced environment. • Highly organized, adaptable, and capable of managing multiple priorities while maintaining attention to detail. • Self-motivated team player with strong commercial awareness, stakeholder management skills, and a collaborative mindset. Ralph Lauren will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance laws. Please note background checks will be evaluated individually.