• 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.

Role Description This is a fully remote, on-demand role where you'll provide specialist support to local authority clients across Revenues, Benefits, Assessments and Property Inspection services during periods of increased demand, project delivery, or staffing pressure. You'll play a key role in ensuring that Council Tax, Business Rates and Benefits administration is delivered accurately, efficiently and in accordance with current legislation. Depending on your experience, you'll work within one or more specialist areas including Revenues, Assessments or Property Inspection activities. This role is ideal for an experienced local government professional who enjoys working independently, managing their own workload and making a direct impact for clients across the UK. Key Responsibilities - Process Council Tax, Business Rates and Benefits work accurately and in line with relevant legislation and regulations - Assess information from multiple sources to determine claims, liabilities, reductions, discounts, exemptions and recovery actions - Respond to customer, stakeholder and client enquiries by telephone, email and written correspondence - Carry out account maintenance, billing, payment arrangements, recovery actions and overpayment processing as required - Gather, review and verify evidence in support of Housing Benefit and Council Tax Support claims - Process revisions, appeals, disputes and overpayment recovery actions in accordance with legislation and local procedures - Maintain accurate records and management information whilst meeting agreed service levels and deadlines - Access client systems and work in accordance with contract requirements, processes and procedures - Liaise with government departments, local authority stakeholders and external agencies where required - Undertake property inspections, validation visits and reporting activities where relevant to your specialism - Access and utilise DWP Customer Information System (CIS) where appropriate Qualifications - Minimum three years' experience working within Revenues, Benefits, Assessments or a related local government environment - Strong working knowledge of Council Tax, Business Rates, Housing Benefit and/or Council Tax Support legislation - Experience processing assessments, liabilities, payments, recovery actions or property inspection activities - Confident using Revenues and Benefits systems and online case management platforms - Excellent communication skills with the ability to explain complex regulations clearly and professionally - Strong customer service experience dealing with members of the public and stakeholders - Ability to work independently with minimal supervision whilst managing competing priorities - Highly organised with excellent attention to detail and accuracy - Able to work effectively under pressure and consistently meet targets and deadlines - Experience using DWP CIS is desirable Requirements - IRRV Technician Qualification - Experience working across multiple Revenues and Benefits software platforms - Knowledge of problem-solving methodologies - Experience supporting and mentoring less experienced colleagues - Property Inspection experience relating to Council Tax or Business Rates liabilities Benefits - 25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days! - Days of Difference – Up to 3 extra days off for volunteering. - Pension Contributions – 5% employer match to support your future. - Income Protection – Up to 75% salary cover for long-term illness. - Life Assurance – 4x salary tax-free lump sum. - Critical Illness Cover – £25,000 lump sum (extendable to dependents). - Health Cash Plan – Claim back physio, therapies & more. - Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles. - Affinity Groups – Join employee-led communities. - Bounty Bonus – Refer a friend & get rewarded.