Onsite E3PL Support Lead — SLA & Automation

Required Skills:

1. 7+ years of E3PL implementation and support experience including hands-on issue resolution experience.
2. Knowledge of Labels, reporting, database, EDI, and integrations. Able to review, understand and critically examine design and configuration.
3. Strong service orientation and communication.

Job Description:

• Triage, troubleshoot, identify root cause, and resolve issues, including working with various software vendors.

• Deliver overall end to end support as a service in addition to technical triage and resolution. Includes change management and lower environment testing.

• Plan and organize multiple issues with competing priorities. Ensure E3PL issues are addressed and SLA's are maintained.

• Delegate, coach, train, oversee and provide guidance to a mix of on-site and offshore team members including creating SOPs, Knowledge articles, change specifications, etc.

• Strive to identify process and system improvements to reduce and eliminate system issues and inefficiencies

• Bring innovation and automation opportunities not limited to using AI/GenAI/AgenticAI based approaches to day-to-day work.

• Non-technical activities such as contribute to status reports, organization activities such as RFP, etc.

This is a post-production E3PL application support lead position located on-site. The role is for the on-site point of contact for customer providing end to end support delivery in collaboration with offshore team.