Job Description
Job Description
WMS Systems Support Lead
Newark, NJ, Onsite, Full Time
$130,000 - $180,000
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.
Email Resume: Joel@maiplacement.com
Apply Online:
https://jobs.crelate.com/portal/maiplacement/job/oz5161qyfr7u5o9pkbfpqn…
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