URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

URBN OMS Support Manager

URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly) • $80K — $95K *
Philadelphia, PA 19120In-Person
Retail & Consumer Goods
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in direct-to-consumer order management systems (OMS) and omni-channel fulfillment.
  • Proven track record in managing support teams, including staff coaching and performance evaluation.
  • Experience or keen interest in implementing automation and agentic tooling within support workflows.
  • Strong analytical skills with proficiency in SQL or familiarity with reporting tools like Microstrategy or Qlik.
  • Customer-focused mindset with the ability to juggle multiple tasks and meet deadlines.
  • Bachelor's degree in Information Technology, Business, or a closely related discipline.

Responsibilities

  • Manage a support analyst team to resolve issues, conduct root cause analysis, and recommend improvements.
  • Ensure the team's adherence to response and resolution service level agreements (SLAs) for all supported systems.
  • Oversee the 24x7 on-call support roster, participating in critical incident response during off-hours.
  • Analyze case trends to identify patterns and guide team training and escalation priorities.
  • Lead the adoption of automated support tools, focusing on high-volume repeat cases suitable for automation.
  • Develop an understanding of supported systems like Sterling OMS and Blue Yonder for effective issue management.
  • Implement process enhancements to streamline workflows, improve consistency, and accelerate resolutions.

Benefits

  • Comprehensive medical, dental, and vision insurance.
  • Paid time off (PTO) for personal and vacation days.
  • Generous employee discounts on URBN products.
  • Retirement savings plans to help secure your future.
  • Additional perks may vary by location and employment status.
Full Job Description
Role Summary

URBN is seeking a Manager, OMS Support who will provide external-facing support for URBN's multi-brand global direct-to-consumer order management. This role owns end-to-end case resolution - including troubleshooting inventory availability, order sourcing, and full order lifecycle from cart to delivery - while also driving the team's evolution toward agentic and automated support. The Manager will maintain a clear, data-informed view of support trends to guide priorities, training, and escalation, and will build a high-performing, well-coached team. This role partners closely with engineering, operations, and business stakeholders and requires exceptional communication and a customer-centric mindset.

Role Responsibilities

  • Manage a team of support analysts responsible for resolving issues, performing root cause analysis, and providing recommendations for improvement.
  • Ensure the team meets response and resolution SLAs across all supported systems, maintaining a strong reputation for responsiveness and reliability with business stakeholders.
  • Own the team's 24x7 on-call support roster, ensuring continuous coverage, and serve as a standing member of the rotation, responding to and triaging critical incidents outside standard business hours.
  • Maintain visibility into case trends - patterns, recurring issues, volume, and resolution quality - to inform team priorities, training needs, and escalation decisions.
  • Lead the team's adoption of agentic and automated support tools, identifying high-volume repeatable cases suited for automation and tracking adoption progress over time.
  • Develop working knowledge of the systems the team supports (e.g., Sterling OMS, Tibco integrations, Blue Yonder/Yantriks) sufficient to manage support work confidently, identify abnormal system behavior, and communicate technical issues accurately.
  • Drive process improvements that reduce manual effort, improve consistency, or accelerate resolution - including SOP development, automation requests, and coordination with engineering on permanent fixes.
  • Coordinate and track issue resolution with technical resources on the operations and engineering teams; escalate and communicate triage of complex issues, explaining impact and partnering with others in the URBN Technology group to find the best solution.
  • Partner with business and operational peers on new development delivery and issue resolution.
  • Manage Jira Service Manager to monitor and report on key performance indicators and service level agreements for OMS support.
  • Build a high-performing team through structured onboarding, coaching, and recognition, ensuring each team member has clear expectations and a defined development path.


Role Qualifications

  • 5-7 years of experience with direct-to-consumer OMS, omni-channel fulfillment, and/or call center applications.
  • Experience managing a support team, including coaching and performance development.
  • Demonstrated experience or strong interest in automation/agentic tooling applied to support workflows.
  • Strong data analysis skills; SQL preferred, though experience with a UI-driven reporting tool (Microstrategy, Qlik, MS Access, etc.) is acceptable.
  • Customer-oriented, with the ability to manage multiple priorities and deadlines.
  • Bachelor's degree in Information Technology, Business, or a related field.


The Perks

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

About URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

URBN is a portfolio of global consumer brands comprised of Urban Outfitters, Anthropologie Group, Free People, BHLDN, Terrain, Nuuly and Menus & Venues. Urban Outfitters, Inc. is a lifestyle specialty retail company that operates under the Urban Outfitters, Anthropologie, Free People, BHLDN, Terrain, Nuuly and Menus & Venues brands. The company's Urban Outfitters brand offers women's and men's fashion apparel, footwear, beauty and accessories, activewear and gear, and housewares, as well as music, primarily vinyl records and cassettes. The Anthropologie Group brand sells women's apparel, accessories, intimates, home decor, and gifts. The Free People brand includes bohemian apparel, accessories, intimates, and swimwear. The BHLDN brand offers wedding collections. The Terrain brand sells home goods, gifts, and garden products. The Nuuly brand is a subscription-based rental service for women's apparel. The Menus & Venues brand is a hospitality group that operates restaurants and catering.
Learn more about URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)
Size
25,000 employees
Industry
Retail & Consumer Goods
Net Income
$282 million
Founded
1970
5 Year Trend
+5%
Revenue
$4 billion
NASDAQ
URBN
* Ladders Estimates

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