About this role
Required Skills & Experience
• 5+ years of experience as an IT Account Manager, Technology Account Lead, Implementation Lead, Project Manager, or similar customer-facing technology role.
• Experience leading technical solution discussions with customers and business stakeholders.
• Strong Warehouse Management System (WMS) experience, including implementation, support, troubleshooting, or configuration.
• Experience creating process flows, workflow diagrams, and technical documentation using Visio.
• Strong understanding of IT disciplines, including:
• Applications
• Infrastructure
• Security
• Integrations
• Change Management
• Proven ability to translate business requirements into technology solutions.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to documentation.
• Ability to manage multiple accounts, projects, and priorities simultaneously.
• Experience working within warehousing, logistics, transportation, supply chain, or distribution environments.
Nice to Have Skills & Experience
• Experience working within a 3PL environment.
• Experience supporting or configuring Manhattan SCALE WMS.
• Exposure to EDI integrations and supply chain system connectivity.
• Experience supporting both warehouse/distribution and transportation operations.
• Understanding of WMS workflows, transaction sequencing, and system-to-system process dependencies.
Job Description
We are seeking an experienced IT Warehouse Operations Manager to serve as the primary technology lead and customer-facing IT partner for multiple strategic supply chain and logistics accounts. This individual will own the overall IT relationship for 2–3 customer accounts, acting as the central point of coordination between customer stakeholders, operations teams, and internal IT resources.
The ideal candidate will have a strong background in warehouse and supply chain technology, excellent customer relationship skills, and the ability to oversee technical support, system enhancements, budgeting, resource planning, and change management initiatives. This role requires someone who can effectively bridge business and technology discussions while ensuring smooth day-to-day operations within a fast-paced 3PL environment.
Key Responsibilities
Serve as the primary IT point of contact for assigned customer accounts, owning the overall technology relationship.
Lead discussions with customer stakeholders and internal teams regarding IT issues, system enhancements, incidents, and operational priorities.
Manage account-level IT budgets, resource planning, and technology-related initiatives.
Coordinate and oversee customer change requests, ensuring proper prioritization, execution, and communication.
Provide first-level support and triage for operational and application-related issues, understanding system workflows and process dependencies.
Partner with internal application, infrastructure, security, and integration teams to drive issue resolution and continuous improvement.
Maintain current account documentation, process maps, solution designs, and support procedures.
Lead customer status meetings and provide regular updates on incidents, projects, risks, and ongoing initiatives.
Support implementation and go-live activities, including increased onsite presence during critical deployment periods.
Manage multiple priorities and customer demands while ensuring service levels and customer expectations are met.
Escalate risks and service-impacting issues appropriately and ensure root causes are documented and addressed.
Compensation:
$115K CAD to $125K CAD per year annual salary.
Exact compensation may vary based on several factors, including skills, experience, and education.