Manager / Senior Manager-IT || Retail Co || Delhi(NCR)

Key Responsibilities

1. Order Management System (OMS) Ownership:

- Own the end-to-end product lifecycle of the OMS platform including configuration, enhancements, version management, and vendor governance.

- Define and maintain the OMS product roadmap in alignment with business objectives covering order routing, allocation logic, returns management, and exception handling.

- Partner with operations, logistics, and customer service teams to identify gaps and drive system improvements that reduce order failures, delays, and manual interventions.

- Oversee OMS integrations with e-commerce platforms, ERP (NetSuite), WMS, POS, and 3PL partners, ensuring data accuracy and process reliability.

- Lead OMS upgrade cycles, regression testing, and go-live sign-off processes.

2. Order Journey & Customer Experience:

- Take full ownership of the order journey from placement through to delivery and returns mapping every touchpoint, system dependency, and failure point.

- Monitor and improve order confirmation, fulfilment status, shipping notification, and returns workflows to deliver a best-in-class post-purchase experience.

- Collaborate with the e-commerce and CRM teams to ensure order data flows accurately across customer-facing touchpoints (website, email, app, WhatsApp).

- Define and track SLAs and KPIs for order processing speed, fulfilment accuracy, on-time delivery rate, and return processing time.

- Lead root cause analysis and resolution for order journey failures, escalations, and customer impacting incidents.

3. Fulfilment Technology & Logistics Integration:

- Own the technology underpinning the fulfilment ecosystem including warehouse management system (WMS) integrations, last-mile carrier connectivity, and click-and-collect flows.

- Drive integrations with third-party logistics (3PL) providers, courier partners (e.g., Delhivery, Shiprocket, Ecom Express), and fulfilment centres to enable real-time order tracking and status sync.

- Lead the implementation of new fulfilment models including ship-from-store, dropship, and dark store fulfilment from a technology standpoint.

- Collaborate with the warehouse and supply chain teams to optimise pick, pack, and despatch workflows through technology.

- Ensure fulfilment platform resilience during peak trading events (end-of-season sales, Diwali, EOSS) through capacity planning and pre-event testing.

4. Middleware & Integration Platform:

- Own and drive the middleware integration layer that connects commerce ecosystem including the e-commerce platform (Shopify / Magento), OMS, ERP, WMS, POS, CRM, CDP, and logistics partners.

- Define integration standards, data contracts, error handling protocols, and API governance frameworks.

- Work with integration vendors and internal developers to build, maintain, and scale integration pipelines with high reliability and low latency.

- Monitor integration health through dashboards and alerts, proactively identifying and resolving data sync failures, latency issues, and broken flows.

- Drive the evolution of the middleware architecture evaluating and recommending platforms (e.g., MuleSoft, Dell Boomi, Celigo, custom iPaaS) as business complexity grows.

- Maintain comprehensive integration documentation including data flow diagrams, API catalogues, and runbooks.

5. Product Roadmap & Innovation:

- Develop and maintain a commerce technology product roadmap that balances near-term operational fixes with medium and long-term capability investments.

- Evaluate and recommend new commerce technology solutions including AI-powered order routing, predictive inventory allocation, dynamic fulfilment logic, and real-time order visibility tools.

- Run structured discovery processes including stakeholder interviews, journey mapping, and data analysis to identify and prioritise technology investments.

- Lead proof-of-concept (PoC) initiatives and pilot programs for new commerce capabilities.

6. Vendor & Platform Governance:

- Manage relationships with OMS, middleware, and fulfilment technology vendors including SLA performance reviews, escalation management, and contract negotiations.

- Evaluate vendor roadmaps and ensure platform capabilities align with evolving commerce requirements.

- Maintain a risk register for the commerce technology stack and proactively address technical debt, single points of failure, and compliance gaps.

7. Stakeholder Management & Reporting:

- Act as the primary IT liaison for e-commerce, operations, logistics, customer service, and finance teams on all commerce technology matters.

- Present product updates, roadmap progress, and platform performance metrics to the VP IT and senior leadership.

- Manage project budgets, vendor costs, and resource planning for the commerce vertical.

- Drive cross-functional alignment on commerce platform decisions, ensuring IT and business teams move in lockstep.

Essential:

- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field. MBA or postgraduate qualification is a strong advantage.

- 8-12 years of IT experience, with at least 4-5 years in a product management, commerce technology, or systems ownership role.

- Hands-on experience owning or implementing an OMS platform (e.g., Unicommerce, Increff, Manhattan Associates, Brightpearl, Fluent Order Management, or similar).

- Strong understanding of the end-to-end order lifecycle in a D2C or omnichannel retail context.

- Experience managing middleware or integration platforms (e.g., MuleSoft, Dell Boomi, Celigo, Zapier, custom REST/GraphQL integrations).

- Proven track record of managing multiple system integrations across e-commerce, ERP, WMS, POS, and logistics platforms.

- Strong analytical skills with the ability to interpret data, define KPIs, and drive performance improvements.

- Experience working in agile or iterative product development environments.

Desirable:

- Experience in fashion, apparel, or lifestyle e-commerce.

- Exposure to Shopify Plus or Magento in an enterprise retail context.

- Familiarity with NetSuite ERP and its commerce integrations.

- Knowledge of Indian logistics and last-mile delivery ecosystem (Delhivery, Ecom Express, Shiprocket, etc.).

- Understanding of GST compliance requirements in the context of OMS and ERP data flows.

- Experience with API management tools and event-driven architecture (webhooks, message queues).