Director of Order Management & Call Center

Resource Tek is partnering with a specialty retail organization to identify a Director of Order Management & Call Center Applications
. This leadership role will play a key part in shaping and executing the company’s technology strategy supporting order management, customer service, and eCommerce operations.

The Director will be responsible for aligning Order Management and Call Center application strategies with the company’s long-term growth objectives. This includes overseeing system architecture and enhancements, leading a high-performing technical team, managing vendor partnerships, and collaborating closely with cross-functional business stakeholders. The role supports multiple business units with unique operating models and cultures, requiring both strategic vision and operational agility.

This position demands a hands-on technology leader with deep expertise in IBM Sterling OMS
, strong knowledge of call center platforms, and the ability to drive innovation while maintaining reliable, high-availability systems. Clear communication, executional discipline, and a forward-looking mindset are essential for success.

• Provide 24/7 operational support and maintain high service levels across multiple business units for all Order Management and Call Center application systems.
• Lead, mentor, and develop the Order Management and Call Center Applications team, ensuring scalability, stability, and continuous improvement.
• Own staffing strategy, performance management, and professional development for IT team members within the OMS and Call Center domain.
• Direct and manage third-party vendors supporting day-to-day operations and project-based initiatives, ensuring quality delivery and alignment with business priorities.
• Oversee system integrations, upgrades, enhancements, and new technology implementations related to IBM Sterling OMS and call center platforms.
• Collaborate with business leaders to translate operational needs into effective technology solutions that improve customer experience and fulfillment efficiency.
• Provide architectural guidance and technical leadership, ensuring best practices across order orchestration, fulfillment, and customer support workflows.
• Establish and maintain strong vendor partnerships, driving accountability and performance.
• Lead evaluation, negotiation, and management of contracts for OMS and Call Center software and services.
• Drive strategic planning efforts, including multi-year technology roadmaps, capital planning, and budget forecasting.
• Serve as a key contributor to the IT leadership team, influencing enterprise-wide technology strategy and decisions.
• Ensure systems meet security, compliance, and data protection standards.

• Extensive hands-on experience with IBM Sterling Order Management System
  , including solution architecture, implementation, and optimization.
• Prior experience leading OMS-focused technical teams and providing strategic direction.
• Strong working knowledge of call center platforms such as Gladly, Salesforce Service Cloud, NICE
  , or comparable technologies.
• Solid understanding of call center operations, customer service workflows, and system integrations.
• Experience designing and optimizing order fulfillment, orchestration, and customer support processes.
• Strong foundation in enterprise IT architecture, performance tuning, and cloud-based solutions.

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• 10+ years of progressive IT leadership experience, including software architecture and people management.
• Experience managing both onshore and offshore development or support teams.
• Demonstrated success in IT project management and long-term technology planning.
• Ability to communicate effectively with technical and non-technical stakeholders at all organizational levels.
• Industry experience within retail, wholesale, and/or eCommerce environments is required.
• Proven leadership style that promotes collaboration, accountability, and high performance.
• Proficiency with Microsoft Office tools, including Excel, for reporting and analysis.
• Highly organized, detail-oriented, and capable of managing competing priorities.
• On-call availability required; occasional travel may be necessary.