Senior Manager, Operations Systems & Processes

About the Role

We are seeking an experienced and strategic Senior Manager, DC Operations Systems & Processes to serve as the primary subject matter expert for all systems, applications, processes, and integrated technologies supporting Distribution Center operations. This is an operations-focused leadership role — not an Information Technology position — designed for a hands-on leader who understands how systems enable execution on the floor and can bridge the gap between DC operations and technical support teams.

The ideal candidate brings deep experience in warehouse management systems, automation technologies, and DC processes, combined with the ability to translate operational needs into clear system requirements and convert system functionality into practical, floor-ready operating procedures.

Key Responsibilities

• Serve as the lead DC Operations subject matter expert for warehouse management systems (WMS), warehouse control systems (WCS), automation systems, shipping and parcel systems, RF/scanning processes, label and printer processes, operational reporting tools, and related DC technologies
• Manage the team to provide, or directly provide, first-level functional support for DC system and process issues, including user questions, transaction exceptions, workflow failures, configuration issues, interface exceptions, scanning/printing issues, shipping system issues, and operational disruptions
• Troubleshoot and resolve system-enabled process issues; escalate application, integration, infrastructure, hardware, or vendor-managed issues to appropriate technical teams with clear documentation of symptoms, business impact, priority, and examples
• Monitor daily system and process health, including operational exceptions, aged tasks, interface failures, error reports, work queues, order flow, inventory transactions, shipping exceptions, and other indicators of performance or risk
• Manage and maintain issue tracking, follow-up, and communication for DC systems matters including open items, root cause, resolution status, escalation path, and preventive actions
• Partner with DC leadership and operational teams to ensure system functionality, configurations, workflows, and procedures support receiving, putaway, replenishment, inventory control, picking, packing, shipping, returns, value-added services, automation, and other DC processes
• Lead and support system configuration, user setup, role and security access, device setup, operational parameters, printer and label setup, shipping and carrier setup, and other DC-specific system needs
• Develop, maintain, and improve DC system-based SOPs, job aids, control procedures, troubleshooting guides, training materials, user documentation, and process maps
• Manage and support training of DC associates, supervisors, managers, trainers, and super users on system functionality, process changes, standard operating procedures, hardware use, exception handling, and escalation practices
• Lead and support testing, validation, user acceptance testing, regression testing, release readiness, and post-release stabilization for new functionality, system upgrades, configuration changes, process changes, integrations, automation changes, and enhancements
• Gather and document business requirements, operational use cases, test scenarios, process impacts, and success criteria for system enhancements, process changes, new brand requirements, automation changes, and DC initiatives
• Develop and analyze reports, dashboards, system data, user feedback, and floor observations to identify inefficiencies, recurring issues, training needs, process gaps, and continuous improvement opportunities
• Partner with IT, DC leadership, brand partners, vendors, and automation providers to communicate requirements, coordinate issue resolution, support enhancements, and minimize operational disruption
• Lead peak readiness, new process onboarding, new brand onboarding, system cutovers, automation changes, carrier and shipping changes, and other DC initiatives requiring coordinated process, system, and user readiness
• Promote standardized system usage and consistent execution across shifts, departments, and user groups
• Lead and participate in root cause analysis and continuous improvement efforts related to system-enabled workflows, inventory accuracy, order accuracy, labor efficiency, service performance, and operational control
• Provide on-site and occasional after-hours or weekend support as business needs require, including during peak periods, system releases, major incidents, go-lives, and other critical operating events
• Build, lead, and manage a team; provide coaching on performance for individual and team development

Required Qualifications

• Demonstrated experience in Distribution Center or fulfillment center operations in a systems-focused leadership role
• Deep hands-on knowledge of Warehouse Management Systems (WMS) — experience with Manhattan Active Warehouse Management (MAWM) strongly preferred
• Experience with Warehouse Control Systems (WCS) and DC automation technologies
• Familiarity with shipping and parcel systems, RF/scanning processes, label and printer management, and carrier setup
• Strong ability to troubleshoot system-enabled operational issues and translate findings into clear escalation documentation
• Experience developing and maintaining SOPs, job aids, training materials, and process documentation
• Proven ability to lead user acceptance testing, regression testing, and go-live readiness efforts
• Experience gathering and documenting business requirements and working cross-functionally with IT, vendors, and operations leadership
• Strong analytical skills with experience using operational reporting tools and dashboards to monitor performance and identify improvement opportunities
• Demonstrated team leadership experience including coaching, development, and performance management
• Ability to work on-site in a distribution center environment with flexibility for after-hours and weekend support during peak periods and critical events

Preferred Qualifications

• Experience with goods-to-person automation systems (Exotec or similar robotics/automation platforms)
• Experience supporting multi-brand or multi-client DC operations
• Background supporting new system implementations, brand onboarding, or DC go-live initiatives
• Experience working in an apparel, retail, or consumer goods distribution environment