Systems Director - Order Management & Call Center

The Ideal Candidate

The Director is responsible for developing and aligning Genesco's Ecommerce systems strategy with the Company's growth plans, overseeing the implementation of those strategies, managing department resources, establishing and maintaining relationships with key providers, and working closely with all relevant internal customers. The Director of Order Management and Call Center Applications leads a technical team in a dynamic environment that supports retail and eCommerce businesses.

The systems are utilized across separate business units with distinct cultures and goals.

The Director is responsible for providing strategic leadership and tactical guidance to IT professionals, ensuring high service levels, and leading innovative solutions to drive efficiency in order management and call center operations. This role requires strong expertise in IBM Sterling Order Management System (OMS) and call center technologies, along with leadership experience in software architecture and team management.

Clear communication, timely execution, and a strategic mindset are critical success factors in this position.

How You Will Make an Impact

• Maintain excellent service levels 24/7 to multiple Business Units for all IT-related functions within Order Management and Call Center Applications.
• Lead the Order Management and Call Center Applications team, ensuring smooth operation, innovation, and scalability.
• Responsible for staffing, managing, and developing IT employees within the OMS and Call Center domain.
• Manage and oversee third-party vendors responsible for OMS operational support and new project development, ensuring alignment with business objectives and delivery standards.
• Oversee system integrations, new technology implementations, and enhancements for IBM Sterling OMS and Call Center applications.
• Partner with business leaders to align technology solutions with operational goals, enhancing customer service efficiency.
• Provide technical and architectural direction to the team, ensuring best practices in order management workflows, fulfillment, and call center operations.
• Develop and maintain vendor relationships, ensuring optimal performance of OMS and call center technology providers.
• Evaluate, negotiate, and manage contracts for OMS and Call Center software solutions.
• Lead strategic planning, including 5-year technology roadmaps, capital requests, and budget forecasting.
• Serve as an active participant in the IT management team, influencing enterprise-wide technology decisions.
• Ensure security, compliance, and data protection best practices for OMS and Call Center systems.

• Must have extensive experience with IBM Sterling OMS, including architecture, implementation, and optimization.
• Must have previous experience leading order management system (OMS) teams, providing strategic technical leadership.
• Strong knowledge of call center applications, including Gladly, Salesforce Service Cloud, Nice, or similar platforms.
• Understanding of call center operations, customer service workflows, and system integrations.
• Experience designing and optimizing order fulfillment, order orchestration, and customer support processes.
• Strong background in enterprise IT architecture, system performance optimization, and cloud-based solutions.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 10+ years of experience in IT leadership roles, including software architecture and team management.
• Experience managing on-site and off-site development teams.
• Strong project management and IT strategic planning experience.
• Proven ability to communicate at all levels of the organization and influence business strategy.
• Experience in wholesale, retail, and/or eCommerce industries is required.
• Ability to lead by example, fostering a collaborative, high-performance team environment.
• Proficiency with Microsoft Office, including Excel, for reporting and analytics.
• Must be detail-oriented, well-organized, and able to manage multiple priorities.
• On-call support required; occasional travel may be necessary.

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