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# URBN OMS Support Manager

- **Company:** Urbn Inc.
- **Location:** Philadelphia, PA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Data Analysis, JIRA, MicroStrategy, SQL Databases, Information Technology, Qlikview, Tools for Reporting, TIBCO (Software)
- **Published:** September 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ca347ed1a8d23ec2

## About the Role

* 5-7 years of experience with direct-to-consumer OMS, omni-channel fulfillment, and/or call center applications.
 * Experience managing a support team, including coaching and performance development.
 * Demonstrated experience or strong interest in automation/agentic tooling applied to support workflows.
 * Strong data analysis skills; SQL preferred, though experience with a UI-driven reporting tool (Microstrategy, Qlik, MS Access, etc.) is acceptable.
 * Customer-oriented, with the ability to manage multiple priorities and deadlines.
 * Bachelor's degree in Information Technology, Business, or a related field.

## Description

URBN is seeking a Manager, OMS Support who will provide external-facing support for URBN's multi-brand global direct-to-consumer order management. This role owns end-to-end case resolution - including troubleshooting inventory availability, order sourcing, and full order lifecycle from cart to delivery - while also driving the team's evolution toward agentic and automated support. The Manager will maintain a clear, data-informed view of support trends to guide priorities, training, and escalation, and will build a high-performing, well-coached team. This role partners closely with engineering, operations, and business stakeholders and requires exceptional communication and a customer-centric mindset.
Role Responsibilities:

 * Manage a team of support analysts responsible for resolving issues, performing root cause analysis, and providing recommendations for improvement.
 * Ensure the team meets response and resolution SLAs across all supported systems, maintaining a strong reputation for responsiveness and reliability with business stakeholders.
 * Own the team's 24x7 on-call support roster, ensuring continuous coverage, and serve as a standing member of the rotation, responding to and triaging critical incidents outside standard business hours.
 * Maintain visibility into case trends - patterns, recurring issues, volume, and resolution quality - to inform team priorities, training needs, and escalation decisions.
 * Lead the team's adoption of agentic and automated support tools, identifying high-volume repeatable cases suited for automation and tracking adoption progress over time.
 * Develop working knowledge of the systems the team supports (e.g., Sterling OMS, Tibco integrations, Blue Yonder/Yantriks) sufficient to manage support work confidently, identify abnormal system behavior, and communicate technical issues accurately.
 * Drive process improvements that reduce manual effort, improve consistency, or accelerate resolution - including SOP development, automation requests, and coordination with engineering on permanent fixes.
 * Coordinate and track issue resolution with technical resources on the operations and engineering teams; escalate and communicate triage of complex issues, explaining impact and partnering with others in the URBN Technology group to find the best solution.
 * Partner with business and operational peers on new development delivery and issue resolution.
 * Manage Jira Service Manager to monitor and report on key performance indicators and service level agreements for OMS support.
 * Build a high-performing team through structured onboarding, coaching, and recognition, ensuring each team member has clear expectations and a defined development path.