SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain!
Seeking an experienced Manager I – EDI Testing/Retail Onboarding to lead a team of 8-10 Consultants. The role focuses on overseeing the successful delivery of Electronic Data Interchange (EDI) solutions, ensuring suppliers meet retailer requirements and business processes. The ideal candidate will combine strong leadership skills with deep technical expertise in EDI testing/retail onboarding to drive exceptional customer satisfaction, timely responses, and high-quality outcomes.
Location:
You can live anywhere in the Philippines. This role is 100% remote.
Working Hours:
This role will operate within flexible U.S. time zones, depending on business needs.
KEY RESPONSIBILITIES
- Team Leadership: Manage, mentor, and develop a team of 8-10 Consultants, fostering a collaborative and high-performing team culture.
- Project Oversight: Ensure successful execution of EDI testing/retail onboarding projects, meeting retailer-specific requirements and business process standards.
- Customer Satisfaction: Drive exceptional customer satisfaction by ensuring timely, accurate, and high-quality deliverables.
- Issue Resolution: Handle escalated or elevated customer issues with speed, accuracy, and professionalism, ensuring swift resolution and client confidence.
- Performance Management: Monitor and report on team performance metrics, including project timelines, quality standards, and customer feedback.
- Process Improvement: Identify opportunities to optimize implementation processes, enhancing efficiency and client experience.
- Collaboration: Work closely with cross-functional teams, including sales, product development, and customer support, to align on client needs and expectations.
- Training & Development: Provide ongoing training and support to consultants, ensuring they stay updated on EDI standards, process updates, and best practices.
QUALIFICATIONS:
- Experience:
- 3+ years of people management experience, preferably in customer support and/or technology environments.
- 5-7+ years of hands-on EDI implementation experience, with a strong understanding of supplier-retailer EDI requirements and business processes.
- Skills:
- Proven leadership and team-building skills, with a track record of managing high-performing teams.
- Deep knowledge of EDI standards (e.g., ANSI X12, EDIFACT) and implementation processes.
- Exceptional problem-solving skills, with the ability to manage and resolve escalated customer issues effectively.
- Strong communication and interpersonal skills, with a customer-centric mindset.
- Ability to multitask and prioritize in a fast-paced environment.
- Education: Bachelor’s degree in Business, Technology, or a related field (or equivalent experience).
- Preferred: Experience with EDI platforms/tools and familiarity with supply chain or retail industry processes.
Key Performance Metrics:
- Achieve high customer satisfaction scores (e.g., CSAT or NPS targets).
- Ensure on-time delivery of implementation projects.
- Maintain quality standards with minimal errors or rework.
- Effectively resolve escalated issues within agreed-upon timelines.
Commitment to our Employees:
At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.
We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
