Director, B2B Commerce & Service Management

Director, B2B Commerce & Service Management

New 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 Own

B2B Commerce Leadership

• Act 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 Management

• Oversee 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) Commerce

• Support 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 Operations

• Support 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 Management

• Own 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 For

Required

• 10 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.