Business Applications Engineer
Brentwood, TN

Hybrid - 3 days onsite/2 days virtual

About the Role

The Business Applications Engineer is on the Business Systems team and partners with others on the Business Systems, Data & Analytics, IT, and other Business teams (Operations, Patient Access, Billing, Clinical/Pharmacy, etc.) around the organization to develop, test, and deploy automated event/timed based processes that support our core practice management system (hosted in Azure) and our other core business systems. This role is vital to the success of enhancing current business processes to be more effective through technology.

What You'll Do

• Partner with Business Systems to lead active development of our workflow management tech processes in Azure Cloud that will drive workflows in our core practice management system, Unlimited Financials.
• Facilitate & lead unit testing of developed logic within the Business Systems unit to prepare for UAT.
• Partner with Business Systems leaders & analysts on intake requests, requirement gathering, scoping, and iterative UAT sessions to finalize the new build or enhancement.
• Develop a standardized troubleshooting, bug fixes, & optimization process internally for the existing workflow management technical processes.
• Develop processes for workflow & security monitoring to mitigate exposure & downtimes.
• Develop application downtime processes & recovery plans.
• Become the technical subject matter expert on all existing/future workflow tech process in our Azure environment for while mentoring other junior members on the team to develop their skills in the area.
• Document & enforce a strict SDLC process for our workflow management process and any other processes that fall under the role, including development, testing & deployments.
• Become the Azure Cloud Applications subject matter expert of the company beyond our workflow management process to promote other areas of optimization leveraging Azure Cloud Applications & Services.

What We're Looking For

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, Cloud Computing, or a related technical field or equivalent years of relevant experience.
• Minimum of 3–5 years of experience designing, developing, or supporting applications and automated workflows within a Microsoft Azure cloud environment.
• Demonstrated experience developing and maintaining Azure-based automation and integration solutions, including services such as Azure Logic Apps, Azure Functions, and related Azure application services.
• Experience working with Microsoft SQL Server or other relational databases, including writing queries and supporting data integrations.
• Experience working with data and integration formats such as JSON and XML and integrating systems using APIs or web services.
• Working knowledge of at least one modern programming language such as Python, C#, JavaScript, F#, or Java.
• Experience participating in software development lifecycle (SDLC) processes including requirements gathering, development, testing, deployment, and troubleshooting.

Preferred Experience:

• Experience with Unlimited Financials (UF) is a plus
• Microsoft Azure Developer Associate certification (preferred or ability to obtain within a defined timeframe).
• Microsoft Azure DevOps Engineer Expert
• Microsoft Azure Solutions Architect Expert

Core Competencies:

• Analytical problem solving and troubleshooting
• Attention to detail and quality assurance in system development
• Clear technical documentation and communication skills
• Ability to collaborate with cross-functional technical and business teams
• Ability to manage multiple technical priorities and support operational needs

Functional & Technical Skills:

• Azure Cloud application development and workflow automation
• Integration of enterprise systems through APIs and automation tools
• SQL database querying and data integration
• System monitoring, troubleshooting, and performance optimization
• Documentation and adherence to structured development and deployment processes

OVERVIEW

At Alo our focus is on our employee customer promise, quality and safety. The Site Director is responsible for leading and managing all aspects of the Warehouse’s operations to ensure on time delivery of all shipments, efficiency, productivity, and compliance with company policies and industry standards. This role is critical for driving performance and throughput capacity, overseeing inventory management, coordinating inbound and outbound logistics, and ensuring that goods are processed and shipped on time to meet customer demands. The ideal candidate will be a strategic thinker with strong leadership skills and an in-depth understanding of supply chain, logistics, and warehouse management.  

The Site Director is responsible for end-to-end leadership of a high-volume, fast-paced distribution center. This role ensures exceptional customer service through accurate, same-day/next-day order fulfillment while optimizing cost, speed, scalability, and safety. The Site Director drives operational excellence across people, processes, technology, and automation in an always-on fulfillment environment. 

RESPONSIBILITIES

E-Commerce Fulfillment Operations 

• Lead all fulfillment center operations including inbound receiving, put-away, picking, packing, shipping, returns, and reverse logistics.
• Deliver high service levels for same-day, next-day, and peak-season order fulfillment (e.g., holidays, promotions).
• Ensure high order accuracy, fast cycle times, and consistent customer experience across all channels.

Peak & Capacity Management 

• Own peak planning and execution (holiday surges, flash sales, promotional events).
• Manage labor forecasting, flex staffing models, and capacity planning to meet demand volatility.
• Develop contingency plans to ensure uninterrupted operations during demand spikes or system outages.

People Leadership & Culture 

• Build and lead a high-performing leadership team in a 24/7 or extended-hours
• Drive employee engagement, retention, training, and career development.
• Champion a strong safety culture and ensure compliance with all OSHA and workplace safety standards.

Technology & Automation 

• Oversee performance and optimization of WMS, OMS, TMS, labor management, and fulfillment technologies.
• Lead implementation and scaling of automation (sortation, robotics, AMRs, goods-to-person, packing automation).
• Partner with IT and engineering teams to improve system reliability and throughput.

Continuous Improvement & Execution 

• Apply Lean, Six Sigma, and Kaizen principles to improve speed, quality, and cost.
• Analyze fulfillmentKPIs such as units per hour, order cycle time, on-time ship rate, and cost per order. 
• Drive root-cause analysis and corrective actions for service failures and customer escalations.

Financial & Performance Ownership 

• Own the site budget, including labor, freight, packaging, maintenance, and capital expenditures.
• Deliver productivity gains and cost-per-order improvements while maintainingservice excellence. 
• Track and report site performance to senior leadership with clear action plans.

Cross-Functional Collaboration 

• Partner with E-Commerce, Merchandising, Transportation, Customer Experience, HR, Finance, and IT teams.
• Act as the primary site contact for executive leadership and third-party logistics partners (3PLs). 

QUALIFICATIONS

• Bachelor’s degree in supply chain, Operations, Engineering, Business, or related field (Master’spreferred). 
• 8–12+ years of operations leadership experience in e-commerce, omnichannel, or high-volume fulfillment.
• Proven experience managing large, multi-shift teams in a fast-paced fulfillment environment 
• Deep understanding of e-commerce fulfillment workflows and last-mile delivery requirements.
• Strong data-driven decision-making and KPI management skills.
• Experience leading automation, technology, and change initiatives.
• Financial acumen with site-level P&L or budget ownership.
• Strong leadership, communication, and execution focus.
• Distribution/fulfillment center environment with extended hours and peak-season demands.
• Ability to workflexible schedules, including nights, weekends, and holidays. 
• Limited travel may be required.

The Role

The Service Delivery Manager acts as the client’s advocate, ensuring services and products meet expectations while driving adoption and performance. They monitor delivery quality, resolve issues, and implement improvements at both operational and product levels. Through proactive communication and governance, they build trust within the client’s organisation, achieve customer satisfaction, and position the organisation as a strategic partner.

Responsibilities

• Client Relationship Management
  • Manage Client Expectations: Serve as the primary point of contact for clients, ensuring that their expectations align with service offerings.
  • Service Reviews and Reporting: Conduct regular service reviews with clients to discuss product performance, identify areas for improvement, and address any concerns.
  • Client Satisfaction: Monitor client satisfaction metrics, handle complaints, and proactively address issues to enhance the overall client experience.

• Service Performance and Quality Assurance
  • Service Level Agreements (SLAs): Develop and track that all services meet agreed SLAs and key performance indicators (KPIs), reporting any deviations to clients and management.
  • Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance service delivery quality.
  • Performance Tracking: Regularly monitor, analyse, and report on service delivery metrics, identifying trends or issues that may impact service quality.
  • Compliance Assurance: Drive and contribute in compliance requirements and questionnaires raised by clients with regards to the Product offering.
  • Contract Renewal and Negotiations: Support contract renewals, negotiating service terms to meet both the business and the client needs.

• Incident and Problem Management
  • Issue Resolution: Coordinate and oversee the resolution of incidents, ensuring timely response and effective communication with clients.
  • Root Cause Analysis (RCA): Coordinate and oversee incident review sessions with internal teams. Set out clear improvement plans to avoid future recurrence. Discuss the detailed RCA with clients to ensure alignment with relevant feedback.
  • Incident Management: Lead response efforts during service disruptions, maintaining client communication and coordinating with technical teams to restore normal operations.

• Coordination with Business, Technical and Product Teams
  • Collaboration with Teams: Liaise with business, product and development stakeholders to ensure smooth client product rollouts and track performance.
  • Change Management: Oversee the implementation of product updates or service changes (hosted or client on-prem), managing client communication and post-implementation support.
  • Technical Escalations: Act as an escalation point for complex technical issues, coordinating with engineering and hosting teams to ensure timely resolution.

• Process Development and Standardisation
  • Service Delivery Processes: Develop and document service delivery processes, ensuring they are efficient, scalable, and aligned with best practices.
  • Standard Operating Procedures (SOPs): Create and maintain SOPs to ensure consistency in how services are delivered and to facilitate training for team members.
  • Automation and Innovation: Identify areas for automation within the service delivery realm to increase efficiency and reduce manual effort.

• Stakeholder and Executive Reporting
  • Executive Updates: Provide regular updates to senior management on service delivery performance, issues / risks, and improvement initiatives.
  • Dashboard and Report Creation: Design and scope dashboards and reports that highlight key service metrics for internal and external stakeholders.
  • Project Status Reporting and Handovers: For new implementations or upgrades, regularly update stakeholders on progress, risks, and issues to ensure timely delivery. Ensure smooth transition of projects into the wider operations team by adopting the standard way of working.

• Strategic Service Planning
  • Client Growth Support: Work closely with account management and sales teams to support client product adoption and growth, including scoping additional services or adjustments to meet evolving needs.
  • Long-Term Service Strategy: Develop and implement strategies to enhance the long-term quality and scalability of service delivery team and the wider operations team. 

Skills and Experience

Successful candidates for this role will generally possess the following qualifications and skills:

• Bachelor's Degree or equivalent.
• 5 Years of experience or more in managing relationships as a SDM or similar role, including contract negotiation, performance evaluation, and issue resolution. (Essential)
• Extensive experience in developing, negotiating, and managing SLAs to ensure that services provided meet or exceed agreed-upon standards.
• Strong background in managing and resolving incidents and problems related to clients or 3rd Party services, demonstrating the ability to minimize service disruptions effectively. (Essential)
• Analytical and problem-solving abilities to address service delivery issues and optimise performance.
• Strong leadership skills with the ability to lead cross-functional teams, foster collaboration, and drive service provider performance to achieve organizational objectives.
• Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. (Essential)
• Project Management experience to plan, organise, and coordinate teams, timelines, and deliverables.
• Strong verbal communication skills and the ability to influence team members and stakeholders.
• Experience in creating and delivering reports and presentations to clients.
• Experience with Hosted or SaaS offerings preferable in an AWS environment.
• Experience in EMV 3-D Secure and card-not-present (CNP) e-commerce environment (beneficial).
• Experience in a range of Authentication Products (In-App Auth, Fido, NIUSSD etc.) (beneficial)
• Experience in Mobile Application and SDK support to clients (beneficial).
• Expertise in Salesforce (beneficial). 
• Experience in Reporting tools like PowerBI, Tableau or similar.
• Experience in Monitoring and Fault-finding tools like Opsgenie, Prometheus, Kibana, Zabbix.
• Experience accessing and manipulating data using SQL or Python (beneficial).

Personality Attributes

• Ownership Mindset: Must have high degree of initiative and passion to improve the overall client engagement.
• Leadership Traits: Must be able to aid in advocating and driving an initiative to completion through professionalism, confidence and cooperation.
• Team Building Skills: Must be a collaborative team player.
• Business Acumen: Must have strong business acumen including the ability to (i) think strategically, frame for success and execute tactically; (ii) prioritize work effort; and (iii) deliver results over the short, medium and long term.
• Strong Problem-Solving Skills: Ability to identify a problem's root cause and identify the solution that will drive maximum impact.