Urbn Manager, OMS Support

URBN Urban Outfitters, Inc. (www.urbn.com) is a portfolio of global consumer brands comprised of Anthropologie, BHLDN, Free People, FP Movement, Terrain, Urban Outfitters, Nuuly and Menus & Venues. Over the last 50 years, we have inspired our customers through our creative and entrepreneurial approach to products and services. At URBN, we Lead with Creativity…. Creativity guides our approach to product, environment, experience, and community. It drives our vision, strategy, and decision-making. It touches every job at URBN.

Title

URBN Manager, OMS Support

Reports to

URBN Senior Manager, Technology

Overview

This role is a key technology position with responsibility for providing external facing support for URBN multi brand global direct to customer order management. The scope of this role includes troubleshooting and resolving issues related to inventory availability, order sourcing and full ownership of order lifecycle from cart to delivery. This role partners with the business and other IT teams to ensure that the technology is enabling the business goals and meeting customer expectations. This role will manage a team of support analysts who are proficient in Sterling order management, Tibco integrations and Blue Yonder/Yantriks availability and sourcing. This role will coordinate the escalation and resolution of issues with technical operations, engineering, and architecture. This role requires exceptional written and verbal communication skills and a customer-centric mindset.

Responsibilities

• Understands full order lifecycle and business processes in a Direct-to-Consumer retail environment.

• Able to utilize expertise to provide effective and timely support for Sterling OMS implementations.

• Manage a team of support analysts who are responsible for resolving issues, performing root cause analysis, and providing recommendations for improvement.

• Coordinate and track issue resolution with technical resources on the operations and engineering team.

• Manage, escalate, and communicate triage of complex issues; explain the impact and partner with others in URBN Technology group and business to find the best solution to the problem.

• Partner with business and operational peers on new development delivery or issue resolution.

• Manage Jira Service Manager to monitor and report on key performance indicators and service level agreements for OMS support.

Qualifications

• 5-7 years of experience with direct-to-consumer OMS, Omni Channel fulfillment and Call Center applications

• Experience managing a support team.

• Strong data analysis skills.

• SQL preferred, but analysis and report development in a UI-driven reporting tool is acceptable (Microstrategy, Qlik, MS Access, etc)

• Customer-oriented and able to handle multiple priorities and deadlines.

Education

Bachelor's Degree in Information Technology, Business, or a related field.

Location

Philadelphia, PA

Travel

N/A

Urban Outfitters, Inc. celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.