EDI Support Manager

Cleo

JOB DESCRIPTION

Manager - Transaction Management & Monitoring

Department: Support Level: Manager Location: Bangalore Type: Full Time

Reports To: Senior Manager- TM&M

About Cleo

Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving — from order to cash, procure to pay, and everywhere in between.

Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain.

Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops.

The Opportunity

Owns the end-to-end health, performance, and evolution of TM&M operations, ensuring predictable SLA delivery, stable transaction flows, and continuous transformation toward proactive and autonomous operations.

What You'll Do

▸ Operational Ownership& SLA Governance

▸ • Own end-to-end performance of transaction monitoring, alerting, and resolution workflows

▸ • Establish governance for:

▸ o Incident management (P1/P2 discipline)

▸ o Backlog management

▸ o Capacity planning

▸ • Ensure predictability and zero surprises in operations

▸ ✅ Measure: SLA adherence trends, MTTR improvement, backlog aging stability

▸ People Leadership & Capability Development

▸ • Manage and develop a multi-level team (L1–L4)

▸ • Drive structured:

▸ o Goal setting

▸ o Performance reviews

▸ o Career progression plans

▸ • Build a culture of ownership, accountability, and continuous learning

▸ ✅ Measure: team performance consistency, internal promotions, attrition/engagement scores

▸ Transaction Reliability & Issue Prevention

▸ • Drive reduction in:

▸ o Transaction failures

▸ o Repeat incidents

▸ o Alert noise

▸ • Ensure strong RCA governance and closure of preventive actions

▸ ✅ Measure: repeat issue reduction %, system reliability trends, alert volume reduction

▸ Customer & Stakeholder Management

▸ • Represent TM&M in customer and leadership interactions

▸ • Ensure communication is:

▸ o Clear

▸ o Timely

▸ o Confidence-building

▸ • Align operations to customer business impact, not just technical metrics

▸ ✅ Measure: escalation trends, customer feedback, leadership confidence

▸ Process Excellence & Continuous Improvement

▸ • Drive SOP maturity, audit readiness, and standardization

▸ • Use data to identify inefficiencies and optimize workflows

▸ • Ensure decision-making is metrics-driven and outcome-focused

▸ ✅ Measure: process compliance scores, improvement initiatives delivered, audit readiness

▸ AI & Automation Leadership

▸ • Drive adoption and integration of AI initiatives

▸ • Identify opportunities for self-healing, predictive monitoring, and automation

▸ ✅ Measure: % of AI-assisted operations, manual effort reduction, efficiency gains

What You Bring

Required

▸ Experience with EDI mapping (EDI to XML, EDI to flat file etc.)

▸ Good understanding of ANSI X12 and EDIFACT standards.

▸ Experience with XML, flat files and spreadsheets.

▸ Experience with transfer protocols such AS2, FTP/s, SFTP and HTTP/s.

▸ Team player with good written and verbal communication skills.

▸ Analytical and problem-solving skills.

▸ Strong People Management Skills

▸ Ability to lead/ manage large teams

Preferred

▸ Experience in B2B/EDI Support role

▸ Experience in Cleo Products

Behavior Competencies

Initiative& Innovation

Ability to be proactive and develop new ideas

Level 3: Creativity

Adapts existing solutions for new problems; applies creativity methods in problem solving. Mentors team members in developing initiative.

Note: • Adapts existing solutions to new operational

challenges • Encourages team to move from issue

resolution→ issue elimination✅ Measure: • Number

of team-driven improvement initiatives • Reduction in systemic issues and operational noise

Leadership& Management

Ability to work within orlead a team

Level 3: Operational Management

Manages a medium team: sets objectives, evaluates results, develops skills, organizes roles, and anticipates and manages conflicts.

Note: • Sets objectives, reviews outcomes, and

develops team capability • Anticipates conflicts and manages them proactively✅ Measure: • Team SLA

performance and consistency • Attrition and

engagement levels • Skill progression across the team

Planning& Organization

Ability to manage tasks and activities

Level 3: Follow-up & Monitoring

Checks progress against targets, reports as necessary, and takes action to resolve exceptions.

Note: • Monitors KPIs, identifies deviations, and takes timely corrective action

• Maintains strong governance cadence (reviews, reporting, folow-ups)

✅ Measure:•% of KPIs consistently met

• Action closure rate and timeliness

Customer Focus

Ability to manage relationships with customers

Level 3: Customer Care

Ensures customer needs are central to team decisions and deliverable quality. Instills a customer-first mindset within the team.

Note: • Ensures prioritization and decisions reflect

customer impact • Drives accountability for quality, clarity, and responsiveness✅ Measure: • Customer

satisfaction and escalation trends • Reduction in customer-impacting incidents

Interpersonal Communication

Ability to communicate effectively with people

Level 3: Assertive Influence

Assertively influences team members and stakeholders. Navigates cultural and interpersonal dynamics to drive alignment.

Note: •Influences decisions across Sup port,

Engineering, and Leadership • Navigates complex stakeholder dynamics effectively✅ Measure:•

Stakeholder feedback • Effectiveness of executive communication

Achievement Focus

Ability to achieve objectives

Level 3: Decision Making

Makes timely, data-informed decisions. Balances priorities and team needs while maintaining momentum toward objectives.

Note: • Balances competing priorities without

compromising outcomes • Takes ownership of decisions and their impact✅ Measure: • SLA

performance under pressure • Decision turnaround time and effectiveness

Solution Finding

Ability to analyze situations and find accurate solutions

Level 3: Conceptual Thinking

Connects complex operational issues to known models and frameworks. Guides team toward root cause analysis and durable solutions.

Note: • Connects recur ring issues to underlying

operational or design gaps • Drives high-quality RCA

and long-term fixes✅ Measure: • Reduction in repeat issues • RCA effectiveness and closure rate

People Focus

Ability to account for the human factor

Level 3: People Management

Transfers knowledge and sustains skills development. Helps people understand their strengths and weaknesses through constructive feedback.

Note: • Provides regular, constructive feedback to individuals • Helps team members understand

strengths and growth areas✅ Measure: •Individual

growth progression of the team members • Team engagement and feedback scores Attrition

Management & Control –Identifying potential key

players to keep them motivated

AI Fluency

Support

Capable Adoptive Transformative

MINIMUM BAR: Capable (all roles) EXPECTED: Adoptive → Transformative

6 months ago they did X manually; now a connected set of tools handles X, and they've picked up additional high-leverage work. Actively iterates on their AI workflows — treats their AI setup like a product with versions and updates. At Transformative: Has changed what their team does, not just how fast they do it. Categories of work either no longer exist or run without human involvement. Thinks about AI in terms of operating models and role design.

Expected to evolve TM&M from tool adoption to AI-driven operating model transformation, changing not just efficiency but how work is fundamentally done. What this looks like in practice Adoptive (Baseline) • Drives

consistent use of AI tools across workflows• Replaces manual activities with AI-assisted processes •Improves

operational efficiency and decision-making Transformative (Target State) • Redesigns workflows: o Eliminates

repetitive work o Enables self-healing transaction flows • Treats AI workflows as products: oIterates, improves, and scales continuously • Reimagines roles and responsibilities: o From reactive sup port→ proactive & autonomous

operations

Why Cleo

Join. Grow. Lead the Future of Supply Chain.

At Cleo we don't just manage supply chains — we orchestrate them. You'll be empowered to drive transformation, deliver excellence, and shape the future of global operations. Whether you're joining us from outside or growing within, this is your platform to lead with purpose, innovate with impact, and thrive in a culture that champions your growth.

WHY JOIN US

Strategic Influence

Be at the helm of global supply chain strategy, driving decisions that impact customers, partners, and communities worldwide.

Innovation-Driven Culture

Work with the latest in AI, automation, and digital supply chain platforms to solve complex challenges.

End-to-End Visibility

WHY GROW WITH US

Leadership Development

Access world-class programs, executive mentorship, and rotational opportunities to accelerate your career.

Internal Mobility

We prioritize internal talent — your next big opportunity could be just one conversation away.

Recognition & Impact

Your ideas matter. Your leadership is visible. Your success is celebrated.

Lead across planning, sourcing, logistics, and fulfillment

— connecting dots others can't see.

Sustainability at the Core

Help build ethical, transparent, and sustainable supply chains that make a difference.

Inclusive Community

Thrive in a diverse, collaborative environment where every voice is heard and respected.