Order Management Customer Operations Lead

Role Overview

The Order Management Customer Operations Lead will oversee outsourced Order Management and Customer Operations activities, ensuring alignment with business objectives, customer expectations, and operational performance goals. This role will drive workforce planning, capacity management, business continuity, and KPI/SLA performance accountability to support changing business demands.

What You Will Do

The key responsibilities include overseeing outsourced operations, governing BPO and 3PL partner relationships, driving workforce planning, and optimizing end-to-end order management processes to ensure accurate order fulfillment, invoicing, and returns management.

Why It Might Be a Fit

The ideal candidate will have experience in Customer Operations, Order Management, Supply Chain, Customer Service, or Order-to-Cash (O2C) functions, with a strong analytical, problem-solving, and data-driven decision-making skills.

Requirements

• Bachelor’s degree in Business, Supply Chain, Operations, Finance, or a related field
• 5+ years of experience in Customer Operations, Order Management, Supply Chain, Customer Service, or Order-to-Cash (O2C) functions
• Experience supporting end-to-end O2C processes and outsourced service delivery models (BPO, GBS, 3PL, or shared services)
• Working knowledge of ERP systems (Oracle, SAP, or equivalent) and Microsoft Office applications
• Strong analytical, problem-solving, and data-driven decision-making skills
• Experience driving process improvement, operational excellence, automation, or transformation initiatives
• Strong communication, stakeholder management, and cross-functional influencing skills

Benefits

• Medical, dental, and vision coverage
• 401(k) plan with employer match
• Paid time off
• Other benefits, subject to eligibility and applicable plan terms