Remote Work: Hybrid

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The Order Experience (OEX) organization is responsible for all aspects of customer care related to the quote-to-order process, including people, process, tools and customer satisfaction. The Senior Manager of Order Experience oversees the successful execution of that customer care, through direct and indirect management of order entry, contract administration, entitlement management, billing and invoicing, and customer service.  This role will lead the order experience for our NA (North America) operations.

Responsibilities:
Manage all aspects of our North American order experience operations (order management and contract administration) in two or more regions, including, performance, personnel & budget.Lead work teams of up to 60 people or more.Design and implement organizational structure and personnel assignments needed to ensure optimal customer care and achievement of performance targetsEstablish and execute a management system to ensure that all team accountabilities are consistently met, including booking, contract activation, invoicing/billing, entitlement management, stock rotations, etc.Manage performance, quality and compliance of team.Review results of internal and external audits and identify and implement corrective and preventative actions to ensure that errors are not repeated.Ensure organization is trained on global standard processes. Work with global process team to identify and implement new processes, and associated training.Identify and cross-pollinate best practices between order management and contract
administration functions to optimize the customer ordering experience.Develop in depth understanding of business processes and system capabilities used by OEX and leverage this information to identify opportunities for improved customer service and performance.Champion new and innovative opportunities for OEX to add greater value for customers, partners and distributors throughout the quote to cash process, included blended order processing.Identify and champion efficiencies through automation & process improvements.Create and foster a positive team culture that values accountability, collaboration,
communication, innovation and self-development, and which places the needs of customer first.Develop and foster positive relationships with key internal and external stakeholders, including
Zebra sales, customers, partners and distributors.Model customer-first and Zebra leadership behaviors for subordinates and peers.Implement process improvements that drive continuous improvement, business efficiency, cost reduction and enhanced customer experience/CSAT, in accordance with established organizational vision & strategy.Monitor key performance indicators (KPIs) and use data insights to drive optimal team performance, including quality, speed, accuracy and compliance.Act as point of escalation for all quote-to-cash challenges within the supported regions.Oversee routine operational meetings with key customers or internal stakeholders to review status of orders and resolve challenges.Act as a subject matter expert on all matters related to the quote-to-order process, responding to inquiries from management, Zebra’s sales teams and partners and customer.Develop and present routine business updates internally to senior management through monthly reports, quarterly business reviews, and operations reviews, and externally to partners and distributors
Qualifications:

Qualifications:

Bachelor’s degree strongly preferredPreferred Work Experience (years): 5 to 10 years of experience including a minimum 4-5 years management experience.Prior operations management experience strongly preferred.

 

Key Skills and Competencies:

 

Operations management expertise, including order management and contracts.Process management / process engineering skills / experience Expert knowledge of order management, billing and entitlement management.High proficiency with Microsoft business applications including Word, Excel and OutlookStrong prioritization skillsStrong problem-solving skillsStrong communication & presentation skills.Data reporting and interpretation skillsStrong customer focus with emphasis on creating
customer valueWorking knowledge of internal and external audit
process and compliance managementWorking knowledge of Zebra’s solution portfolioExperience working across multiple time zones and
culturesStrong people / team leadership & development
experienceFluent level of English (written and verbal); knowledge of other local languages a plus

Preferred Qualifications:

Master's degreeFluent English Skills - C1/C2 -proficient. Process Optimization: Ability to analyze and streamline order processes for efficiency and customer satisfaction.Data Analysis: Proficiency in analyzing data related to order fulfillment, customer behavior, and performance metrics.Familiarity with Order Management Systems: Knowledge of software and tools used in order processing and management.Budget Management: Skills in managing budgets related to order fulfillment and customer experience initiatives.Leadership Skills
Team Management: Ability to lead and motivate teams, fostering a collaborative work environment.Strategic Thinking: Skills in developing and implementing long-term strategies to enhance the order experience.Change Management: Capability to manage and guide teams through changes in processes or technologies.Communication Skills
Effective Communication: Proficiency in clearly conveying information and expectations to team members and stakeholders.Customer Advocacy: Strong focus on representing customer needs and ensuring their voice is heard in decision-making.Problem-Solving Skills
Critical Thinking: Ability to identify issues quickly and develop effective solutions to improve the order experience.Conflict Resolution: Skills in handling customer complaints and team conflicts in a constructive manner.Organizational Skills
Project Management: Proficiency in managing multiple projects and initiatives simultaneously.Attention to Detail: Meticulous in reviewing processes and ensuring accuracy in order management.Adaptability Skills
Flexibility: Ability to adapt to changes in market conditions or customer expectations quickly.Innovation: Openness to new ideas and technologies that can enhance the order experience.

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