Order Management Team Lead

Position Summary

The Order Management Team Leader is responsible for leading and developing a high-performing Order Management team supporting the North America region. This role ensures timely and accurate processing of orders while driving operational excellence, stakeholder engagement, process improvements, compliance, and automation initiatives across the Order-to-Invoice (O2I) lifecycle. The successful candidate will partner closely with Sales, Finance, Legal, Marketing, Product, and other key stakeholders to enhance efficiency, improve customer experience, and ensure compliance with company policies and revenue recognition principles.

Key Responsibilities

Team Leadership & People Development

• Lead and engage a team of up to 10 direct reports
• Ensure Order Management service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
• Drive employee engagement through regular coaching, performance management, mentoring, and career development initiatives.
• Oversee onboarding, training, and continuous professional development of team members.
• Foster a culture of accountability, collaboration, customer focus, and operational excellence.
• Manage day-to-day Order Management operations and workload distribution to ensure efficient and accurate order processing.
• Monitor team performance metrics and implement corrective actions where necessary.
• Ensure orders are processed accurately and within defined service levels.
• Partner with cross-functional teams to resolve order-related issues and remove process bottlenecks.
• Build and maintain strong relationships with senior stakeholders across Sales, Finance and other business functions.
• Act as a trusted advisor for order management processes and escalation management.
• Collaborate across departments to ensure seamless execution throughout the Quote-to-Cash and Order-to-Invoice lifecycle.
• Identify, design, and implement projects and initiatives that enhance team capabilities and organizational impact.
• Proactively identify process gaps, inefficiencies, and inconsistencies within the Order-to-Invoice cycle.
• Drive continuous improvement, automation, governance, and standardization initiatives.
• Work with the team to improve first-time-right order submission rates toward 100%.
• Ensure adherence to company policies, business rules, and revenue recognition requirements.
• Maintain strong controls to minimize operational and compliance risks.
• Drive process governance and ensure audit readiness across Order Management activities.
• Escalate and resolve compliance concerns in a timely manner.
• Analyse operational performance metrics and identify opportunities for improvement.
• Develop and leverage reporting dashboards to monitor workload, productivity, SLA adherence, and quality metrics.
• Provide actionable insights and recommendations to leadership and stakeholders.
• Support data-driven decision-making using CRM, Power BI, or similar reporting tools.

Function: General Business
Experience Level: Mid-Senior Level