Manager Order Management

Principal Responsibilities

• Manage and oversee multiple teams within the Order Management department to
• ensure operations meet defined Service Level Agreements (SLAs).
• Ensure customer expectations, targets, metrics, and Key Performance Indicators (KPIs) are consistently met or exceeded.
• Act as the primary escalation point for customer concerns, ensuring proactive communication and timely resolution.
• Serve as a liaison between customers and internal technical delivery teams to drive overall project health.
• Establish, develop, and maintain strong working relationships with clients.
• Engage with clients to identify opportunities and create stronger value propositions.
• Proactively assess client needs and determine effective solutions to business challenges.
• Prepare and present performance dashboards, metrics, and trend analysis to leadership and customers.

Critical Skills Required

• Strong Order Management expertise with SAP knowledge and Logistics or Supply Chain Management background.
• Experience in Customer Service, Service & Work Order Management, Field Service
• Management, RMA, Reverse Logistics, Warranty Management, and Renewals.
• Understanding of business operations and project management across voice and non- voice BPO operations.
• Exceptional leadership, people management, and mentoring skills.
• Minimum 6–7 years of hands-on experience in Order Management.
• Excellent English verbal and written communication skills.
• Strong client management and stakeholder engagement abilities.
• Sound decision-making and problem-solving skills.
• Self-motivated with the ability to inspire and motivate teams through constructive feedback.
• Ability to perform under pressure with minimal supervision.
• Proficiency in Microsoft Office applications, with advanced Excel skills.