Job Responsibilities
Team Leadership & ManagementThis is a people-management role with direct reports, consisting of platform administrators supporting the applications portfolio (e.g., NetSuite, Shopify, and NewStore). The Enterprise Applications Manager leads, develops, and is accountable for the performance of this team, and is expected to scale it as the portfolio grows. Leadership responsibilities include:
• Define team structure, roles, and responsibilities in partnership with the VP of Information Technology, and lead recruiting, interviewing, and onboarding of platform administrators.
• Provide day-to-day direction, prioritization, workload balancing, and technical guidance to direct reports.
• Set goals and performance expectations, conduct regular one-on-ones, and complete performance reviews.
• Coach and develop team members, identifying training needs and supporting certification and skill growth.
• Establish and enforce team standards for configuration, documentation, change management, and quality.
• Foster a collaborative, service-oriented culture and serve as an escalation point for the team.
Application Portfolio Governance & Oversight
• Provide governance and oversight across the enterprise applications portfolio, including NetSuite, Shopify, NewStore, Zendesk, Avalara, VersaPay, and connected systems.
• Establish and maintain standards for configuration, security, access, change management, and documentation across platforms.
• Maintain a holistic view of how applications and data flow across the portfolio, and ensure changes are coordinated and well-governed.
• Define and enforce administration, security, and segregation-of-duties practices across SaaS platforms, partnering with platform administrators and vendors on day-to-day configuration.
• Coordinate release and update cycles across SaaS applications, assessing cross-platform impact and communicating changes to affected teams.
Platform Roadmaps & Continuous Improvement
• Own and maintain platform roadmaps for the applications portfolio, aligning enhancements and new capabilities to business priorities.
• Maintain a prioritized backlog of enhancements, integrations, and improvements, and manage it transparently with business stakeholders.
• Identify and lead continuous-improvement opportunities that increase automation, reduce manual workarounds, and improve cross-platform efficiency.
• Evaluate emerging features and new applications, and recommend solutions that leverage SaaS capabilities and best practices.
Business Process Optimization
• Partner with Finance, Purchasing, Retail, Supply Chain, Customer Service, and eCommerce teams to document current-state processes and identify optimization opportunities.
• Translate business requirements into well-governed application, workflow, or automation solutions across the portfolio.
• Drive standardization and simplification of business processes, reducing offline spreadsheets and manual workarounds.
• Define and document business processes, system procedures, and standard operating procedures.
Vendor & Partner Management• Manage relationships with SaaS vendors, implementation partners, and consultants across the applications portfolio.
• Coordinate enhancement requests, support escalations, issue resolution, and project delivery with external partners.
• Review vendor work for quality and adherence to requirements, and hold partners accountable to commitments and timelines.
• Provide input into licensing, renewals, service levels, and scoping of statements of work.
Integration & Data Management• Oversee the integrations that connect the applications portfolio, including flows among:
◦ NetSuite ERP
◦ Shopify
◦ NewStore
◦ Zendesk
◦ Avalara
◦ VersaPay
◦ Korber WMS, banking/payment, and other connected systems
• Monitor integration health, error queues, and reconciliation processes to ensure data moves accurately and reliably across platforms.
• Coordinate diagnosis and resolution of integration issues with internal teams, vendors, and integration/middleware partners.
• Lead data governance and master data management practices, establishing standards that preserve data quality across systems.
Reporting & Analytics
• Oversee reporting, dashboards, KPIs, and executive-level metrics across the applications portfolio.
• Ensure reporting is accurate, consistent, and aligned to agreed definitions across business systems.
• Support leadership reporting and operational decision-making through meaningful, trustworthy analytics.
• Identify and implement opportunities to automate recurring or manual reporting.
User Adoption & Enablement
• Champion user adoption across the applications portfolio and serve as a senior escalation point for business teams.
• Oversee development of training materials, job aids, process documentation, and knowledge bases.
• Support user training and onboarding across departments and platforms.
• Gather user feedback, identify adoption gaps, and drive continuous improvement in how the business uses its applications.
Additional Responsibilities and Requirements
Project & Change Management
• Lead and contribute to enterprise application initiatives on the technology roadmap, including requirements, design input, and testing.
• Plan and coordinate testing, deployment, cutover, and go-live readiness across applications.
• Apply change management discipline: communicate changes, manage approvals, and document what changed, when, and why.
• Support future enterprise application projects and enhancements as the portfolio grows in scope.
Success Measures
Performance in this role will be measured by:• Stable, reliable, well-governed operation of the enterprise applications portfolio.
• Healthy, reliable integrations and trustworthy data across platforms.
• High levels of user adoption and satisfaction across business teams.
• Improved reporting, data quality, and business visibility.
• Advancement of platform roadmaps and continuous-improvement initiatives that increase operational efficiency.
• Effective management of vendors and partners, and strong partnership with business leaders.
• A scalable, well-documented foundation for future enterprise applications landscape.