Order Management (OM) Team Manager

Position Summary

We are seeking an experienced and detail‑oriented Order Management Team Manager to lead a high-performing team responsible for accurate order processing, fulfillment execution, and operational efficiency. This role plays a critical part in driving system and workflow automation, eliminating manual effort, and improving speed and accuracy through data-driven, Lean Six Sigma–based methodologies.

The ideal candidate is a strong people leader with deep order management expertise, strong process engineering skills, and a passion for continuous improvement.

Key Responsibilities

Team Leadership & Operations

• Manage, coach, and grow an Order Management team, including hiring, training, performance management, and workforce planning.
• Oversee daily order processing activities to ensure accuracy, timely delivery, compliance, and adherence to SLAs.
• Prioritize work distribution and implement resource‑planning strategies for peak workload periods.

Order Processing, Compliance & Quality

• Ensure all orders meet operational, financial, and contractual requirements.
• Partner with Revenue, Finance, and Legal to resolve approvals, discrepancies, and deal‑specific complexities.
• Liaise with CMD, Quote team, Supply Chain, Planning, Logistics, CSB, and Finance to secure smooth order to delivery flow.
• Maintain and improve documentation, SOPs, and governance frameworks.

Process Optimization & Automation

• Identify automation opportunities across the order-to-cash workflow to reduce manual work, improve throughput, and increase accuracy.
• Lead or support implementation of automated solutions (e.g., workflow automation platforms, ERP enhancements, RPA, integration improvements).
• Apply Lean Six Sigma tools to diagnose root causes, eliminate waste, and optimize cycle times.
• Partner with IT, Business Systems, and Operations Excellence teams to develop scalable, technology-driven process improvements.

Cross-Functional Collaboration

• Serve as an escalation point for Sales, Customer Success, and Support teams on order-related issues.
• Work closely with Supply Chain, Logistics, and Product teams to ensure fulfillment accuracy and visibility.
• Collaborate with Systems teams to enhance ERP and CRM functionality (SAP, Salesforce, CPQ, etc.).

Performance & Reporting

• Track core KPIs: order accuracy, cycle time, backlog, SLA performance, and automation impact.
• Deliver periodic business reviews and insights to leadership, with actionable recommendations.
• Drive continuous improvements that enhance customer experience and revenue accuracy.

Required Qualifications

• Strong Excel skill for data analysis (pivot tables, lookups, data interpretation)
• Fluent Mandarin & English
• Bachelor’s degree in business, Operations, Supply Chain, or similar field (or equivalent experience).
• 5+ years of experience in Order Management, Sales Operations, Supply Chain, or related disciplines.
• 2+ years of people management or team leadership experience.
• Strong working knowledge of ERP systems (SAP preferred) and CRM/CPQ tools.
• Hands-on experience with process automation, workflow optimization, or RPA‑driven solutions.
• Practical knowledge of Lean Six Sigma methods (Yellow Belt or higher preferred).
• Excellent analytical, communication, and organizational skills.
• Strong understanding of order-to-cash, revenue recognition fundamentals, and contract/pricing frameworks.

 Preferred Qualifications

• Six Sigma Green Belt or relevant process improvement certification.
• Experience automating processes within SAP, Salesforce, CPQ, or related platforms.
• Exposure to workflow automation tools (e.g., Power Automate, UiPath, ServiceNow, or similar).
• Proven track record of leading cross-functional improvements with measurable impact.
• Ability to operate effectively in a fast-paced, evolving environment.

Success Criteria
• Automation-driven reduction in manual touchpoints and order cycle times.
• Improved accuracy, reduced rework, and measurable quality gains.
• High engagement and performance within the Order Management team.
• Strong partnership with Sales, Finance, IT, and Operations teams.
• Documented, scalable order management processes that support business growth.

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