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Job Description & How to Apply Below
Role Summary
The POS Support Lead will be responsible for end‑to‑end support, stability, and continuous improvement of the Retail Pro POS ecosystem across fashion retail stores. This role ensures seamless store operations, accurate sales transactions, inventory synchronization, and integration with backend systems (ERP, eCommerce, WMS). The candidate will lead a support team, manage L1/L2/L3 escalations, and act as the single point of contact for POS operations, ensuring high uptime and superior in‑store customer experience.
Key Responsibilities- POS Operations & Support Management
- Own 24x7 support for Retail Pro POS across all stores.
- Manage and resolve L1/L2 incidents related to billing, returns, exchanges, promotions, loyalty, and payments.
- Act as escalation point (L2/L3) for critical store issues impacting revenue.
- Ensure >99.8% POS uptime across stores.
- Retail Pro Functional Expertise (Fashion Retail Focus)
- Support fashion retail processes:
- Size/Color matrix (variants)
- Season‑based collections
- Markdown & promotions
- Returns & exchanges workflows
- Manage:
- Pricing & discount rules
- Customer profiles & loyalty
- Store transfers and stock visibility
- Ensure correct execution of daily sales cycle and store operations.
- Store Operations Support:
- Provide real‑time support to stores for billing failures, payment gateway issues, pricing discrepancies, receipt/invoice issues.
- Support store opening/closing (Z‑report / EOD) processes.
- Ensure smooth execution during peak retail events (e.g., sales campaigns, seasonal launches).
- Integration & Data Flow Management:
- Monitor and support integrations between Retail Pro POS and ERP Integration and Data flow, eCommerce platforms, payment gateways.
- Troubleshoot sales upload failures, inventory sync issues, pricing mismatches.
- Ensure real‑time or near real‑time data consistency.
- Release & Change Management:
- Coordinate POS releases, patches, and configuration updates.
- Manage store rollouts and upgrades, new feature deployments.
- Validate changes through SIT/UAT cycles before production rollout.
- Team Leadership & Vendor Management:
- Lead and mentor a team of POS support analysts (onshore/offshore).
- Manage third‑party vendors (Retail Pro partners, hardware vendors).
- Ensure SLA adherence and performance tracking.
- Hardware & Peripheral Support:
- Oversee POS hardware ecosystem: billing terminals, barcode scanners, receipt printers, cash drawers.
- Coordinate with infrastructure teams for issue resolution.
- Monitoring, Reporting & Continuous Improvement:
- Track KPIs: POS uptime, incident resolution time, transaction failures.
- Identify recurring issues and drive root cause fixes.
- Recommend enhancements such as mobile POS, self‑checkout, digital receipts.
- Experience 5–10 years in POS support, with at least 3+ years on Retail Pro.
- Strong experience in fashion retail (apparel, footwear, lifestyle).
- POS Expertise Retail Pro (RP Prism / RP9 preferred).
- Functional Knowledge of pricing, promotions, returns, exchanges, inventory, store ops.
- Integration Experience with ERP integration (SAP preferred), APIs, batch jobs.
- Tools: ITSM tools (Service Now/JIRA), SQL (basic troubleshooting).
- Hardware Knowledge of POS peripherals and store infrastructure.
- Experience 5–10 years in POS support, with at least 3+ years on Retail Pro.
- Domain Strong experience in fashion retail (apparel, footwear, lifestyle).
- POS Expertise Retail Pro (RP Prism / RP9 preferred).
- Functional Knowledge Pricing, promotions, returns, exchanges, inventory, store ops.
- Integration Experience with ERP integration (SAP preferred), APIs, batch jobs.
- Tools ITSM tools (Service Now/JIRA), SQL (basic troubleshooting).
- Hardware Knowledge of POS peripherals and store infrastructure.
- Strong problem‑solving and troubleshooting ability.
- High ownership and accountability.
- Ability to work under pressure during peak retail hours.
- Strong communication with business and store teams.
- Leadership and team management.
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