Johnston & Murphy · 20 hours ago
Systems Director - Order Management & Call Center Applications
Nashville, Tennessee, United States
Full-time
Onsite
Director/Executive
10+ years expJohnston & Murphy is looking for a Systems Director to oversee the Order Management and Call Center Applications. The Director will develop and align the Ecommerce systems strategy with the company's growth plans, manage IT resources, and ensure high service levels while leading innovative solutions for order management and call center operations.
ApparelRetail
Responsibilities
Maintain excellent service levels 24/7 to multiple Business Units for all IT-related functions within Order Management and Call Center Applications
Lead the Order Management and Call Center Applications team, ensuring smooth operation, innovation, and scalability
Responsible for staffing, managing, and developing IT employees within the OMS and Call Center domain
Manage and oversee third-party vendors responsible for OMS operational support and new project development, ensuring alignment with business objectives and delivery standards
Oversee system integrations, new technology implementations, and enhancements for IBM Sterling OMS and Call Center applications
Partner with business leaders to align technology solutions with operational goals, enhancing customer service efficiency
Provide technical and architectural direction to the team, ensuring best practices in order management workflows, fulfillment, and call center operations
Develop and maintain vendor relationships, ensuring optimal performance of OMS and call center technology providers
Evaluate, negotiate, and manage contracts for OMS and Call Center software solutions
Lead strategic planning, including 5-year technology roadmaps, capital requests, and budget forecasting
Serve as an active participant in the IT management team, influencing enterprise-wide technology decisions
Ensure security, compliance, and data protection best practices for OMS and Call Center systems
Qualification
Required
Must have extensive experience with IBM Sterling OMS, including architecture, implementation, and optimization
Must have previous experience leading order management system (OMS) teams, providing strategic technical leadership
Strong knowledge of call center applications, including Gladly, Salesforce Service Cloud, Nice, or similar platforms
Understanding of call center operations, customer service workflows, and system integrations
Experience designing and optimizing order fulfillment, order orchestration, and customer support processes
Strong background in enterprise IT architecture, system performance optimization, and cloud-based solutions
Bachelor's degree in Computer Science, Information Technology, or a related field
10+ years of experience in IT leadership roles, including software architecture and team management
Experience managing on-site and off-site development teams
Strong project management and IT strategic planning experience
Proven ability to communicate at all levels of the organization and influence business strategy
Experience in wholesale, retail, and/or eCommerce industries is required
Ability to lead by example, fostering a collaborative, high-performance team environment
Proficiency with Microsoft Office, including Excel, for reporting and analytics
Must be detail-oriented, well-organized, and able to manage multiple priorities
On-call support required; occasional travel may be necessary
Company
Johnston & Murphy
Johnston & Murphy is for a premium selection of men's and women's shoes, accessories, apparel and gifts.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Connie Cartmill
Vice President of Retail
H
Heather Marsh
VP, Customer Experience
Recent News
Twin Cities Business
2025-10-22
Retail Dive
2025-10-01
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