OMS Manager, Unified Commerce Operations

Recruiter
Tapestry
Location
North Bergen, New Jersey, USA
Posted
27 Apr 2022
Closes
03 Jun 2022
Ref
99977
Function
Technology
Level
Manager
Primary Purpose:
- The OMS Manager - Unified Commerce Operations will be responsible for overseeing support, operations, engineering best practices and delivery quality within the End-to-End operations and support.
- This person will collaborate with Product, Customer Service, Store operations, Brand, Digital, and other IT stakeholders in ensuring operational excellence.

The successful individual will leverage their proficiency in Order Management system and Integration to...
- Demonstrate strong information technology knowledge and skill to communicate effectively to technical and non-technical audiences.
- Build, manage and mentor a strong team of onsite and offshore professionals to support and improve the proactive end to end monitoring and reconciliation efforts
- Provide thought leadership on operation efficiencies and continuous process improvement.
- Define, track, and ensure SLAs and KPIs with vendors and integrated systems.
- Proactively monitor OMS and other system exception reports and work with upstream and downstream teams to analyze for any systemic issues
- Focus on automation over manual SOPs.
- Build dashboards to demonstrate system activities, statuses, availability and other KPIS through data visualization and other techniques wherever possible.
- Track and drive incidents until proper remediation and closure.
- Drive communication & strategic planning across internal and external stakeholders to improve consumer experience.
- Be a subject matter and domain expert in OMS and other downstream systems spaces.

The accomplished individual will possess...
- 6+ years' of experience preferably in OMS, Retail and Customer Service Systems working in a fast-moving environment solving problems at scale.
- Demonstrated experience in strategy, budgeting, vendor management, system integration, process improvement, incident management, operation efficiencies, project management and release management.
- Strong presentation skills, negotiation, facilitation and consensus building skills.
- Leadership skills.
- Experience on SDLC using Agile or Waterfall.
- Strong Operations or Software development or QA background to troubleshoot issues faster and to understand and challenge technical teams when needed to mitigate and resolve issues sooner with required due diligence.
- Familiarity with tools like Service now, JIRA, Confluence.
- Experience with 3rd party and legacy integrations for payment, tax, fraud, etc.
- Knowledge on various cloud infrastructure like AWS, Azure, Google Cloud, etc.
- Great knowledge and experience on Store Operations, Customer Service, Inventory and Order flow.
- Manage vendors/consultants and monitor their SLAs for improvements.
- Knowledge and Experience on IBM Sterling OMS is a plus

Our Competencies for All Employees
- Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
- Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
- Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
- Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
- Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Our Competencies for All People Managers
- Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
- Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
- Building Effective Teams: Blends people into teams when needed; creates strong morale
and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. #LI-AH1 Visit Tapestry, Inc. at http://www.tapestry.com/

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