WMS Systems Support Lead
WMS Systems Support Lead Newark, NJ $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/oz5161qyfr7u5o9pkbfpqn5hzr?crt=358 Refer a friend, get up to $1000!
05/07/2026
full timetechnology
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