Manager, Business Support and Monitoring

About the role

The role involves monitoring end-to-end order visibility and performance, ensuring seamless flow from order placement through warehouse fulfillment to invoicing. As a subject matter expert, this team member will combine business process expertise with strong systems knowledge to be the trusted partner in critical operational situations at the Distribution Center.

Responsibilities

• Maintain system stability and uninterrupted order flow by monitoring supply chain application interfaces and order entry systems daily.
• Identify, troubleshoot, and resolve integration issues to maintain seamless operational performance.
• Serve as first-line support by facilitating escalated incidents with Level 2 (L2) support teams, ensuring timely resolution and clear communication to stakeholders.
• Act as a Subject Matter Expert (SME) and Super User for ERP systems and system integration points across warehouse and supply chain operations.
• Lead and support change management initiatives for operational systems, including testing, rollout support, hypercare stabilization, and post-implementation optimization.
• Own escalation management processes, partnering across Digital & Technology (D&T) and Operations to drive structured root cause analysis and sustainable solutions.
• Develop and deliver training for Operations Super Users to strengthen system capability, adoption, and compliance.
• Collaborate with Operations leaders to understand business processes, identify improvement opportunities, and support execution of process optimization initiatives.
• Champion change and strategic problem-solving by influencing stakeholders, fostering strong cross-functional relationships, and driving continuous improvement.
• Partner with local and global teams to share best practices, support cross-functional initiatives, and contribute to projects across regions.
• Develop, maintain, and govern the Standard Operating Procedure (SOP) repository and electronic reference materials to ensure documentation accuracy and accessibility.

Requirements

• Bachelor’s degree in IT, Supply Chain, Operations Management or related field
• 5+ years of experience supporting system integrations, configurations, and incident management within complex operational environments.
• Demonstrated experience in supply chain, warehouse operations, and/or control tower environments with end-to-end process visibility across enterprise platforms such as ERP, WMS and TMS systems
• Advanced proficiency in data analysis tools and business intelligence dashboards, with the ability to translate data into actionable operational insights.
• Proven ability to proactively diagnose complex issues, perform root cause analysis, and implement sustainable, scalable solutions.
• Track record of successfully supporting and leading cross-functional initiatives, influencing stakeholders across matrixed organizations
• Collaboration: Ability to collaborate well across functions and band levels
• Strong Communication: Clear and concise, with ability to adapt to audience
• Adaptable: Flexible in managing multiple priorities in an Agile environment while staying committed to deadlines
• Customer-Focused: Understands the importance of end-user satisfaction and prioritizes delivering functional, user-friendly solutions
• Resilience: ability to remain calm and deliver under pressure

Qualifications

• Experience in a similar role within a large retail or manufacturing organization
• Knowledge of ERP systems, WMS, and TMS
• Experience with data analysis tools and business intelligence
• Ability to work independently and manage multiple tasks simultaneously
• Excellent interpersonal and communication skills
• Ability to work in a fast-paced, dynamic environment

Skills

• Data analysis and business intelligence
• ERP systems and integration
• Supply chain management
• Warehouse operations
• System configuration and incident management
• Change management
• Training and development
• Collaboration and stakeholder management

Benefits

• Base salary: $111,000 - $139,000 commensurate with experience
• Health benefits: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D
• Retirement: 401K plan
• Employee discounts and recognition programs
• Learning and development: Continuous feedback, LinkedIn learning, tuition reimbursement
• Flexible time off: Vacation, Personal, Sick, Celebration days and Paid Holidays

Pay

Salary range: $111,000 - $139,000 commensurate with experience

Schedule

Full-time position