Senior Operations Manager

As a Senior Operations Manager, you will be responsible for leading a team of Order Management Representatives/Specialists in the North America Region.

You will oversee the end-to-end order life cycle, ensuring timely order fulfillment and resolving customer queries efficiently.

Your key responsibilities will include planning, prioritizing, and scheduling team activities for efficiency, reviewing progress, and evaluating results for continuous improvement.

Additionally, you will ensure customer support excellence in all interactions, utilizing departmental tools, systems, and processes effectively, and monitoring team performance to adapt procedures for improvement.

Key Responsibilities:

• Lead a team of 5+ employees for Order Management Representatives/Specialists in the North America Region (Preferred).
• Plan, prioritize, and schedule team activities for efficiency.
• Review progress and evaluate results for continuous improvement.
• Ensure customer support excellence in all interactions.
• Utilize departmental tools, systems, and processes effectively.
• Monitor team performance and adapt procedures for improvement.
• Lead cross-functional problem-resolution initiatives.
• Address complex inquiries promptly and accurately.
• Liaise with other departments to integrate activities.
• Analyze customer inquiries and recommend process improvements.
• Develop problem-solving guidelines and materials.
• Own departmental metrics, reporting, and analysis.
• Coordinate team input for proactive customer communications.
• Lead local and participate in global continuous improvement projects.
• Perform order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation).
• Provide consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance.
• Act as single-point-of-contact to the customer for order inquiries and escalations; manage escalations to closure.
• Continuously demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions.
• Liaise with internal production, planning & materials teams to ensure prompt, accurate, and timely order throughput including achievement of financial targets.
• Communicate with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries.
• Support Customer Order Management departmental goals and initiatives to become a more proactive customer-centric organization: develop, document, and enhance standard administrative practices as they pertain to customer communication and order throughput processes.
• Identify ideas and develop proactive communications for assigned customer base, regarding processes, policy, and/or best practices.
• Support customer visits.
• Participate in continuous improvement projects.

To be successful in this role, you must have a strong background in supply chain/Order Management, including people management experience.

A Bachelor's degree or equivalent is required, and you should have a minimum of 8 years of relevant work experience, preferably in consulting or GCC/shared services industry, working with the North America region.

Additional skills and qualifications include excellent communication and interpersonal skills, ownership & self-drive for value addition, analytical and problem-solving abilities, ability to adapt and thrive in a fast-paced environment, ability to work collaboratively with all stakeholders, and proficiency in Microsoft Office Suite and presentation skills.

This role offers a competitive compensation package, including benefits and opportunities for career growth and development.

As a Senior Operations Manager, you will have the opportunity to work with a dynamic team, drive business growth, and make a positive impact on our customers.

Ready to work in night shift (5 PM IST to 2 AM IST) with 2 days work from home & 3 days work from office with free transport facility.

Role: Senior Operations Manager

Industry Type: Industrial Equipment / Machinery

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: B.Tech/B.E. in Any Specialization

PG: Any Postgraduate