About the Role:

The Senior Manager, DC Operations Systems & Processes serves as a strategic leader and the Distribution Center operations subject matter expert for the systems, applications, processes, and integrated technologies used to operate the Lyons Distribution Center. This is an operations role, not an Information Technology role. The position ensures that DC systems and system-enabled processes effectively support daily execution, service levels, productivity, inventory accuracy, order accuracy, throughput, labor efficiency, and brand requirements.

The role provides both strategic management and hands-on functional support to DC users, monitors system and process performance, troubleshoots operational system issues, trains associates and leaders, maintains documentation, supports testing and release readiness, and partners with Oxford IT, DC leadership, brand partners, vendors, and automation providers.

The position serves as the critical bridge between DC Operations and technical support teams by translating operational needs into clear requirements and system functionality into practical operating procedures.

Responsibilities include:

• Serve as the lead DC Operations subject matter technical and strategic operations expert for MAWM, WCS, automation systems, shipping and parcel systems, RF/scanning processes, label and printer processes, operational reporting tools, and related DC technologies.
• Manage team to provide, or as applicable 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.
• Manage team to, or as required independently, troubleshoot and resolve system-enabled process issues when appropriate; escalate application, integration, infrastructure, hardware, or vendor-managed issues to Oxford IT or external partners 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/security access, device setup, operational parameters, printer and label setup, shipping/carrier setup, and other DC-specific system needs in partnership with Oxford IT and approved vendors.
• Develop, maintain, and improve DC system-based SOPs, job aids, control procedures, troubleshooting guides, training materials, user documentation, and process maps.
• Manage and support the 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.
• Lead and support the development and use of operational reports and dashboards that provide visibility to productivity, throughput, aged work, inventory accuracy, order flow, exceptions, service levels, and other DC performance measures.
• Partner with Oxford IT, DC leadership, brand partners, Manhattan, Exotec, WCS providers, shipping system providers, parcel carriers, and other vendors to communicate requirements, coordinate issue resolution, support enhancements, and minimize operational disruption.
• Lead and support system changes by assessing operational impact, preparing users, coordinating training, supporting go-live readiness, and monitoring post-implementation performance.
• Lead peak readiness, new process onboarding, new brand onboarding, system cutovers, automation changes, carrier/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/or 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 team. Provide coaching on performance for individual and team development.

Experience and Requirements:

• Generally, 8+ years of experience in systems implementations and support, advanced troubleshooting and incident management expertise.
• Hands-on experience leading, using and supporting warehouse systems, preferably including WMS, WCS, automation systems, shipping systems, RF/scanning processes, printing/labeling processes, and operational reporting tools.
• Strong understanding of DC workflows, including receiving, putaway, replenishment, picking, packing, shipping, returns, inventory control, exception handling, and labor/productivity impacts.
• Analytical and problem-solving abilities for continuous improvement initiatives.
• Collaboration skills to work across teams and align systems with workflows.
• In-depth knowledge of MAWM and Exotec's SkyPod & DeepSky technology is desirable.
• Experience supporting system configuration, user access, device setup, reporting, testing, release validation, training, and process documentation.
• Ability to translate operational needs into clear requirements, use cases, test scenarios, SOPs, job aids, training materials, and user instructions.
• Strong analytical, problem-solving, organizational, follow-up, written, and verbal communication skills.
• Ability to manage multiple priorities in a time-sensitive operating environment while maintaining urgency, accuracy, and attention to detail.
• Proficiency with Microsoft Office applications and operational reporting tools; Power BI, SQL, or similar reporting/query experience preferred.
• Demonstrated ability to build effective working relationships across Operations, IT, brand partners, and external providers.
• Proven ability to lead and manage a team
• Routing standing, frequent bending/stooping/kneeling, and lifting up to 25 pounds required.

What happens next?

If you are interested in this opportunity please apply! You will receive an email confirming we received your application. We will review your application as soon as possible. You can update your resume or information at any time by accessing your candidate profile.