URBN OMS Support Manager

URBN•Philadelphia, PA

About The Position

URBN is seeking a Manager, OMS Support who will provide external-facing support for URBN's multi-brand global direct-to-consumer order management. This role owns end-to-end case resolution — including troubleshooting inventory availability, order sourcing, and full order lifecycle from cart to delivery — while also driving the team's evolution toward agentic and automated support. The Manager will maintain a clear, data-informed view of support trends to guide priorities, training, and escalation, and will build a high-performing, well-coached team. This role partners closely with engineering, operations, and business stakeholders and requires exceptional communication and a customer-centric mindset.

Requirements

5–7 years of experience with direct-to-consumer OMS, omni-channel fulfillment, and/or call center applications.
Experience managing a support team, including coaching and performance development.
Demonstrated experience or strong interest in automation/agentic tooling applied to support workflows.
Strong data analysis skills; SQL preferred, though experience with a UI-driven reporting tool (Microstrategy, Qlik, MS Access, etc.) is acceptable.
Customer-oriented, with the ability to manage multiple priorities and deadlines.
Bachelor's degree in Information Technology, Business, or a related field.

Responsibilities

Manage a team of support analysts responsible for resolving issues, performing root cause analysis, and providing recommendations for improvement.
Ensure the team meets response and resolution SLAs across all supported systems, maintaining a strong reputation for responsiveness and reliability with business stakeholders.
Own the team's 24x7 on-call support roster, ensuring continuous coverage, and serve as a standing member of the rotation, responding to and triaging critical incidents outside standard business hours.
Maintain visibility into case trends — patterns, recurring issues, volume, and resolution quality — to inform team priorities, training needs, and escalation decisions.
Lead the team's adoption of agentic and automated support tools, identifying high-volume repeatable cases suited for automation and tracking adoption progress over time.
Develop working knowledge of the systems the team supports (e.g., Sterling OMS, Tibco integrations, Blue Yonder/Yantriks) sufficient to manage support work confidently, identify abnormal system behavior, and communicate technical issues accurately.
Drive process improvements that reduce manual effort, improve consistency, or accelerate resolution — including SOP development, automation requests, and coordination with engineering on permanent fixes.
Coordinate and track issue resolution with technical resources on the operations and engineering teams; escalate and communicate triage of complex issues, explaining impact and partnering with others in the URBN Technology group to find the best solution.
Partner with business and operational peers on new development delivery and issue resolution.
Manage Jira Service Manager to monitor and report on key performance indicators and service level agreements for OMS support.
Build a high-performing team through structured onboarding, coaching, and recognition, ensuring each team member has clear expectations and a defined development path.