Radial Senior Director, Operations & Customer Care Technologies in King of Prussia, Pennsylvania
Senior Director, Operations & Customer Care Technologies
Location:King of Prussia, PA
Senior Director, Operations & Customer Care Technologies We are Radial, the leader in Integrated Commerce offering technologies and operations to help our customers succeed! Hundreds of leading brands leverage our Order Management, Payment, Tax, Fraud, Omni-channel, Fulfillment, Transportation, and our Customer Care capabilities to provide “click to receive” services to their consumers.
Find out more at www.radial.com
We are seeking a Senior Director, Operations & Customer Care Technologies who will assume responsibility for setting the strategic direction, drive application services, and assure daily operation are supported. Specifically, the successful candidate will be accountable for the technology strategy, systems development, service delivery and systems operations for Radial’s fulfillment, warehouse, inventory, transportation, and call center platforms across twenty-two fulfillment facilities and five customer service centers primarily based in North America. This position reports to Radial’s Chief Information and Technology Officer and be based in our King of Prussia, PA headquarters. This role will also partner with the Chief Technology Officer for Radial International and bpost Europe where applicable to align on common software strategies and vendor relationships.
Responsibilities Establish strategic direction for the Operations IT organization, ensuring its positioned to meet the current and future needs of the company. Current priorities center around WMS consolidation, TMS systems and Integration tools. Be a leader in the day-to-day operations of Operations IT functions and serve as the “go-to” technology leader working closely with the EVP, Operations Services. Collaborate with Technology Services and Sales / Marketing leaders on future go-to-market technologies and product road-mapping. This includes:How to Integrate technology-based activities into the corporate strategy; Provide thought leadership around new technologies and assess their potential for utilization, including business case justification. Continually evaluate emerging technologies and ways to innovate and enhance Radial’s core operations platforms. Oversee the identification of IT projects to ensure that they have the potential to add value to the company; provide appropriate planning and scoping of projects to gain consensus on objectives, goals and utilization of new systems.
Leverage, build, develop, mentor and support talent within the organization. Build cultivate and manage relationships with key vendors, negotiating contracts as applicable. The successful candidate will possess a strong, traditional IT background along with a well-rounded knowledge of technologies, methodologies, and operations with a demonstrated record of successful projects. Basic Requirements Include: Bachelor’s degree in computer science, information systems, engineering or a related field; A minimum of 10 years of IT experience at a mid-large size corporation with transformation responsibility and a geographically diverse makeup. A solid understanding of industry best practices and methodologies and demonstrated experience in recognizing new technologies and bringing them into the company’s strategic decision-making process. Possess demonstrated experience in technology solutions in fulfillment functions in an Omni-channel ‘integrated commerce’ environment, incorporating e-com, wholesale distribution, store replenishment, and ship from store Have experience in developing a comprehensive solution and roadmap for core operations technologies: Warehouse Management Systems (WMS) Warehouse Control Systems (WCS), Transportation and Parcel Management systems (TMS) Customer Facing Dashboards/ Portals/ Reporting Solutions Customer Care Operations and Technologies SDLC experience in Agile and Waterfall methodologies. Budget responsibilities from long range planning to weekly operations. Experience in Third Party Logistics (3PL) business model preferred. Leadership Characteristics Leadership Capability –acumen and credibility to work across the entire organization from Board of Directors to the valued associates in the field operations. Innovation – Expected to think beyond current industry models and systems functionality. Leverage unique Radial enterprise “DNA” to drive innovation in Ops & CC Technology. Entrepreneurial Spirit – Acts like this is your own business within the framework of the Radial Operating System that drives network wide standards and deploys best practices Results and Execution Orientation – High energy, results-driven, determined, flexible, with a disciplined work ethic. Measures and tracks business results and best practices Communication – Champions a climate of systematic open communication and participation across the business and multiple partner channels Relationship Building – Sets an example for building positive business relationships across the companies People Development –. A track record of recruiting highly qualified IT team members. Develops people systematically through stretch assignments and planned development. Cultivates a “pipeline” of people with potential for promotion; consistently moves them into challenging roles. Organizational Buy-In – Develops, well-aligned strategies that win commitment for key initiatives. Builds support at multiple levels. Conducts events specifically aimed at enhancing employee, customer and/or partner energy and commitment.
Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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