WMS Systems Support Lead

Mai Placement•Newark, NJ

10d•$100,000 - $150,000

About The Position

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.

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
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

Responsibilities

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
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
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
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
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