Director, B2B Commerce & Service Management

Director, B2B Commerce & Service ManagementNew York City (Hybrid) We are looking for a Director, B2B Commerce & Service Management for our direct client in NYC. Seeking someone who can do two things most candidates cannot: speak fluently with enterprise technology teams and push back constructively on the business when a better path exists.Sitting within Enterprise Applications and reporting to senior leadership, this position owns the business and operational layer of a complex commerce ecosystem — one that spans major retail accounts processed through SAP Commerce Cloud, smaller wholesale and B2B partners, and a growing direct-to-consumer channel. You will serve as the connective tissue between business stakeholders, technical teams, and external system integration partners.What You’ll OwnB2B Commerce LeadershipAct as a strategic partner to business stakeholders — not just a requirements-taker. Bring recommendations, challenge assumptions, and propose industry best practices when the current approach falls short.Lead ongoing evolution of the company’s B2B commerce platforms and operational workflows, supporting both large enterprise retailers (processed through SAP Commerce Cloud) and smaller wholesale and retailer channels.Define and drive improvements to user experience, operational workflows, and commerce architecture in collaboration with technical teams.Translate complex business needs into scalable platform solutions, balancing near-term execution with long-term platform health.SAP Commerce & Order ManagementOversee end-to-end order lifecycle operations across SAP Commerce Cloud and related enterprise systems, including order management, fulfillment coordination, shipping confirmations, billing, invoicing, and inventory integrations.Partner with ERP and enterprise application teams to ensure systems and business processes remain aligned as the platform evolves.Collaborate cross-functionally to support commerce enhancements, promotional campaigns, and operational integrations.Support future international rollouts and participate in implementations, testing, deployment, and post-go-live stabilization.Direct-to-Consumer (D2C) CommerceSupport D2C backend operations and integrations across the broader commerce ecosystem.Partner with digital and business teams to identify operational inefficiencies and drive improvements that enhance the customer experience.Ensure scalable backend support for ongoing ecommerce growth.Service & Repair OperationsSupport service and repair management workflows within SAP and related systems.Partner with business teams to improve service-related operational processes and overall customer experience.Prior experience with service or repair workflows is a plus, but not a requirement.Vendor & System Integrator ManagementOwn the relationship with external system integrators and third-party vendors, including delivery quality, project execution, and partner accountability.Coordinate across internal and external teams to drive successful implementations and ongoing support outcomes.What We’re Looking ForRequired10+ years of experience in ecommerce, enterprise applications, commerce operations, ERP, or related business systems environments.Demonstrated experience supporting B2B commerce operations and enterprise order management at scale.Strong understanding of end-to-end order-to-cash workflows.Track record of partnering directly with business stakeholders in a consultative capacity — someone who elevates conversations, not just fulfills requests.Proven ability to influence decisions, recommend process improvements, and drive execution independently.Experience managing or coordinating with third-party vendors, consultants, or system integrators.SAP Commerce Cloud experience Experience with SAP S/4HANA or other enterprise ERP platforms.D2C commerce experience.Background in omnichannel retail, wholesale, luxury retail, consumer products, or manufacturing.Exposure to service management or repair operations workflows.Experience supporting international rollouts or large-scale enterprise implementations.You’ll Thrive Here If You Are…Business-minded and operationally strong — you understand how the business works, not just how the systems work.Comfortable navigating both technical and business conversations without losing credibility in either room.Consultative and confident — you don’t just take orders. You ask questions, surface better options, and bring data and reasoning when pushing back.Highly organized and execution-oriented — strategy without delivery doesn’t interest you.Able to operate with limited oversight in a fast-paced, evolving enterprise environment.A natural collaborator who can align cross-functional teams and external partners around shared outcomes.