WMS Systems Support Lead

WMS Systems Support Lead

Newark NJ Onsite Full Time

$130000 - $180000

Description / Position Overview

This role owns the performance reliability and execution standards of the WMS (Warehouse Management System) support function.

The WMS Systems Support Lead ensures that all system-related issues are handled with clear ownership structured escalation and consistent follow-through. This role exists to reduce operational disruption improve system reliability and ensure warehouse and logistics teams can execute without delays caused by system issues.

This is a high-accountability role operating on a daily execution cadence where issues must be identified escalated and resolved quickly to maintain operational continuity.

Responsibilities

Team Leadership & Accountability

Lead and manage WMS support team members ensuring ticket quality and resolution ownership
Establish and enforce standards for follow-through documentation and communication
Conduct regular performance check-ins and elevate team capability
Drive accountability for outcomes not activity

Support Quality & Escalation Management

Own ticket quality including clarity of issue definition resolution and documentation
Ensure escalations are structured tracked and resolved without delays
Reduce ticket reopen rates and unnecessary escalations to engineering

Process Improvement & System Reliability

Identify recurring issues and drive root cause resolution to reduce repeat failures
Improve support workflows and operational processes tied to WMS performance
Partner with engineering and product teams to address systemic issues

Cross-Functional Coordination

Act as escalation point for high-impact system or operational issues
Coordinate with warehouse operations IT and product teams to resolve issues quickly
Ensure alignment between system performance and operational requirements

Stakeholder Communication

Maintain clear proactive communication with internal stakeholders on system performance and risks
Provide structured updates during high-impact incidents
Set and manage expectations when timelines shift or issues escalate

Success in This Role

Improved WMS system reliability with fewer operational disruptions
Reduced ticket reopen rates and stronger first-time resolution quality
Faster issue resolution with clear ownership and escalation paths
Increased trust from operations teams in system support and communication
Fewer recurring issues through proactive root cause resolution

Requirements

Experience supporting WMS ERP or operational systems in a production or warehouse environment
Prior experience leading or mentoring technical support or systems teams
Strong structured problem-solving and issue triage capability
Ability to coordinate across operations IT and product teams
Strong communication skills in high-pressure time-sensitive environments
Experience working with ticketing systems and support workflows
Ability to operate in a fast-paced execution-focused environment

Must-Have Capabilities

Hands-on experience with WMS or similar operational systems
Strong ownership mindset with ability to drive issues to resolution
Experience managing escalations and enforcing follow-through
Ability to identify root causes and reduce repeat system issues

Final Invitation to Apply

If you are a structured execution-driven leader who thrives in operational environments where system reliability accountability and cross-functional coordination are critical this role offers the opportunity to own and improve a high-impact support function.

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