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!