• Partner with Life Sciences stakeholders to understand business requirements and translate them into analytical solutions • Translate launch strategy into segmentation frameworks, KPIs, and data products used by commercial leadership. • Drive stakeholder alignment across Marketing, Sales, Market Access, and Analytics • Own and prioritize the product backlog, ensuring alignment with launch milestones. Partner with the engineering team to design Snowflake-native data models optimized for scalability and reuse. • Ensure strong Power BI semantic model understanding (measures, relationships, performance). • Enable self-service analytics through well-designed datasets—not dashboards alone. • Establish KPI governance, adoption tracking, and success metrics for the product. • Lead a small cross-functional pod (data engineers, analysts). • Operate in an agile delivery model with clear sprint outcomes and executive visibility. • Act as the primary interface between business stakeholders and the technical team.

• Provides leadership for the development and delivery of research, evaluation, and advisory services • Responsible for growing and sustaining a portfolio of client engagements • Shapes service offerings, guides project design and delivery • Monitors contract performance, resource utilization, and delivery risk

• Define, track, and consistently meet or exceed key performance indicators (KPIs) for the support organization, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and average resolution time (ART). • Develop, coach, and mentor a high-performing support team, fostering a culture of urgency, accountability, and deep product knowledge across all PrestoSports offerings, and creating clear pathways for career growth and professional development. • Design, deploy, and continuously optimize AI-driven support solutions (such as Intercom/Fin) to automate tier-one responses, enhance self-service discovery, and improve agent efficiency without compromising personalized client care. • Oversee and optimize the support technology stack, with primary focus on leveraging Salesforce Service Cloud for case management, reporting, and knowledge base integration, and utilizing Jira for seamless escalation and bug tracking with Development. • Manage and optimize workflows between automated AI conversational agents and live support tiers, ensuring seamless ticket escalation, accurate context handoff, and a frictionless client experience. • Establish performance baselines and KPIs for AI support tools, tracking metrics such as AI resolution rate, deflection accuracy, and customer sentiment during AI interactions. • Manage communication during critical incidents and outages, coordinating resources and providing timely, clear updates to both internal stakeholders and external clients. • Investigate and champion the integration of emerging AI and machine learning tools to enhance self-service options, automate tier-one response, and improve agent efficiency without compromising personalized client care. • Analyze support data and trends to identify root causes of client issues, translating insights into actionable recommendations for the Product and Engineering teams to reduce future support volume. • Ensure the creation and maintenance of a comprehensive, high-quality knowledge base and self-service portal tailored to the unique needs of Sports Information Directors and athletic administrators. • Manage the support budget, including staffing, tooling, and training resources, ensuring cost-effective service delivery.

Role Description Director to lead the design, delivery, and optimization of a complex Order Management ecosystem. This role owns both onshore and offshore delivery, ensuring strong governance, clear communication, and consistent execution across global teams. This leader will be responsible for driving OMS strategy and technical direction, establishing best‑of‑breed solutions across SaaS platforms, and ensuring the OMS landscape effectively supports business growth, scalability, and operational excellence. The role requires deep hands-on experience with IBM Sterling OMS, combined with the ability to operate at a program and stakeholder level. The ideal candidate brings immediate credibility with Sterling OMS and related supply‑chain technologies, and can quickly assess the current environment, identify gaps, and define a roadmap for improvement. This individual will oversee inventory visibility, sourcing, and order orchestration capabilities, while rationalizing overlapping tools across warehousing, portals, integrations, and EDI. In addition to technical leadership, this role serves as a key partner to business and product stakeholders, translating business objectives into scalable technical solutions. The Senior OMS Technical Manager / Director will establish standards, guide solution design, oversee delivery quality, and continuously improve platform performance and reliability. Responsibilities - Provide technical and delivery leadership for IBM Sterling OMS across onshore and offshore teams - Own OMS architecture, solution design, and roadmap, aligning technology decisions with business priorities - Drive knowledge transfer, governance, and best practices across global teams - Lead evaluation and selection of OMS‑adjacent tools (inventory visibility, sourcing, EDI, portals, WMS integrations) - Oversee inventory visibility and order orchestration to ensure accurate, real‑time supply chain data - Partner with business, product, and operations leaders to translate requirements into scalable technical solutions - Define and enforce delivery standards, acceptance criteria, and quality controls - Guide implementation decisions based on business asks, system constraints, and long‑term scalability - Champion continuous improvement, automation, and operational efficiency within the OMS platform Qualifications - 8–12+ years of experience working with IBM Sterling OMS, including: Sourcing, Inventory Visibility, Order Hub / Order Orchestration - 3+ years in a Technical Lead, Manager, or Director‑level role, leading global (onshore/offshore) teams - Proven experience owning solution design, architecture decisions, and delivery oversight - Strong experience deploying or operating OMS solutions in cloud environments (IBM Cloud preferred) - Demonstrated ability to evaluate customization vs. configuration and drive platform optimization - Strong stakeholder communication skills with experience interfacing with senior business leaders - Experience managing delivery through Jira or similar tools, including backlog prioritization and governance - Ability to review and understand code and technical logic (Java, JavaScript, etc.), even if not hands‑on developing Preferred Skills and Experience - EDI experience, including Outbound ASN development (mapping, integration, testing, deployment) - Deep experience deploying IBM Sterling OMS in cloud‑native architectures - Automation and testing experience (automated test scripts, regression frameworks) - Experience modernizing or rationalizing OMS ecosystems across multiple enterprise systems Benefits - Compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents - For certain sales roles, Wesco offers a commission structure that provides additional compensation based on sales results - Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans Company Description At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on. Our Company’s greatest asset is our people. Wesco is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. We promote a culture that is grounded in teamwork and respect. With a workforce of over 20,000 people worldwide, we embrace the unique perspectives each person brings. Through comprehensive benefits and active community engagement, we create an environment where every team member has the opportunity to thrive. Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.