Position: Bilingual Order Management Program manager

An Order Management Program manager is a critical leadership role responsible for Data Analysis and management of the team handling the Order-to-Cash (OTC) cycle.

Position Summary:

The Order Management Program manager is responsible for leading, managing, and optimizing the Order Management functions. 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.

Region-Specific requirements & activities requiring in-time zone Support, language requirements, and Deeper understanding of regional operating model

• Ad Hoc report development (trix/script based) to support day-to-day activities
• Metrics Monitoring: OTD, OTS, OTR, OTPO (all channels), Forecast accuracy, Perfect Order Rate (POR), Warehouse Cancellation Rate, Net Promoter Score (NPS), Support Contact Rate, Lighthouse Response Rate (RR), Lighthouse First Response Time (FRT)
• Support key customer accounts & customer insights team w/ customer-specific data requests
• Provide in region support across all the channels to the Regional OM lead
• Support 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 Analysts
• Validate complex transactions exceptions and process deviations
• Identify process improvement opportunities and suggest workflow optimization

Key Responsibilities:

Operational Leadership & Management

• Team 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 & Compliance

• Process 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 Management

• System Integrity:
  Work with the IT/Systems team to ensure the effective functioning of the ERP/OMS (Order Management System), participating in system testing, minor configuration updates, and validating system changes.
• Data Quality:
  Maintain the integrity of customer and product master data relevant to order processing.

Required Qualifications

• Education:
  Bachelor's degree in Business Administration, Supply Chain Management, Operations, or a related field.
• Experience:
  Minimum of
  7 years of experience
  in Order Management, Customer Service, or a related Operations role, with at least
  3 years in a managerial or supervisory capacity
  .
• System Expertise:
  Strong functional knowledge and some hands-on experience with major ERP systems (e.g.,
  SAP SD, Oracle Order Management, or dedicated OMS platforms
  ).
• Leadership Skills:
  Proven track record of managing, motivating, and developing high-performing operational teams.