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Infios · 1 week ago

Sr. Manager Customer Experience/Customer Success OMS

United States

Full-time

Remote

Senior Level

$140K/yr - $160K/yr

Infios is a leader in supply chain software solutions, dedicated to improving operations and efficiency. As the OMS Senior Manager, you will oversee global support for enterprise Order Management Systems, focusing on operational excellence and issue resolution to enhance customer experiences.

AppsInformation TechnologySoftwareWarehouse Automation

Responsibilities

Lead 24x7 global L2/L3 OMS support operations, including staffing and on-call coverage

Own incident, problem, and change management, serving as the primary escalation point

Drive RCA, defect prevention, and proactive operational improvements

Manage production releases, upgrades, migrations, hotfixes, and patches

Improve automation, observability, alerting, and performance monitoring

Ensure adherence to SLAs, KPIs, and operational metrics

Build and maintain runbooks, knowledge articles, and operational documentation

Manage, mentor, and develop OMS support teams through training and cross-skilling

Partner with product, architecture, and delivery teams to improve platform supportability

Qualification

OMS platforms experienceIncident managementProduction supportAPIsMiddlewareCloud platformsITSM toolsProblem managementChange managementRCADefect preventionRetail experienceECommerce experienceITIL certificationLeadership skillsCommunication skills