Job Summary
Order Management Operations Manager - Job DescriptionJob Title: An Order Management Operations Manager is a critical leadership role responsible for the daily execution, performance, and management of the team handling the Order-to-Cash (OTC) cycle.Position SummaryThe Order Management Operations Manager is responsible for leading, managing, and optimizing the day-to-day operations of the Order Management team. This role ensures the efficient and accurate processing of all customer sales orders from entry through fulfillment, invoicing, and resolution of post-sales issues, guaranteeing high levels of customer satisfaction and operational compliance.Forecast & capacity planning (sustaining)Escalations Management for PO exceptions & error handlingTroubleshooting & root cause analysis for order exceptions (all channels) by connecting the dots across systems (OP, o9, SAP, etc), processes, and data (systems training & process understanding to be provided by Google)Launch-specific reporting development & dashboard inputs; support regional teams to create reporting views for required updatesInternal Orders Portal Readiness executionForecast & capacity planning (NPI & Black Friday)Customer returns, RMAs and CM escalationsDeductions Escalations supportRegion-Specific requirements & activities requiring in-timezone Support, language requirements, and Deeper understanding of regional operating modelProvide in region support across all the channels to the Regional OM leadSupport on ad hoc projects and initiatives within the region.Engage with in region x-functional teams( SPMm, Finance, planning, transportation fulfillment) as required.Language requirements where required Japanese must have for the APAC resource.Resolve operational escalations that cannot be handled by operation AnalystsValidate complex transactions exceptions and process deviationsProvide guidance and coaching to operation AnalystsIdentify process improvement opportunities and suggest workflow optimizationSupport systems enhancements and UAT for operational toolsKey ResponsibilitiesOperational Leadership & ManagementTeam Leadership: Lead, mentor, and manage a team of Order Management Specialists and Leads, overseeing hiring, training, performance reviews, and professional development.Daily Execution: Oversee the daily workload distribution, queue management, and resolution of operational roadblocks to ensure timely and accurate processing of all customer orders.Performance Monitoring: Define, track, and report on key performance indicators (KPIs) and service level agreements (SLAs), such as Order Cycle Time, Order Accuracy Rate, On-Time Delivery (OTD) for order processing, and Backlog Management.Escalation Management: Serve as the final point of escalation for complex order issues, pricing discrepancies, delivery problems, and system failures, driving timely resolution.Process Optimization & ComplianceProcess Efficiency: Continuously review and optimize the Order-to-Cash (OTC) processes to identify and implement improvements that reduce costs, minimize errors, and improve customer experience.Standardization: Develop, document, and enforce standardized operating procedures (SOPs) and best practices across all order management activities.Compliance: Ensure all order processing activities strictly adhere to company policies, revenue recognition rules, pricing agreements, and trade compliance regulations..System ManagementSystem Int