Order Management Director

FlexBoard; India; On-site; INR 1,500,000 - 2,600,000; Full time

Job summary

FlexBoard is seeking a seasoned NA Customer Service Director to lead order processing across multiple teams for US and Canada. You will partner with BU leaders to deliver premium service, optimize the order lifecycle, and drive top-line sales while implementing data-driven improvements.

We seek a senior leader with strong analytics, CRM experience, and a track record in multinational settings. This role requires exceptional communication and stakeholder management, with potential for remote

Qualifications

• Bachelor's degree in Business/Operations Management or Engineering; MBA preferred.
• 10+ years in customer service or operations; 5+ in a senior leadership with people management.
• English written and verbal required; Spanish would be an asset.
• Experience in multinational companies.
• Strong analytical skills with service metrics, reporting, and performance management.
• Experience with CRM, contact center platforms, and service solutions.

Responsibilities

• Lead NA Customer Service Director responsibilities, supporting global leaders in customer order processes across teams.
• Deliver premium customer service to drive top-line sales and optimize order processing.
• Define policies and procedures for high service delivery and best practices.
• Build metrics and KPIs to ensure strong performance management across CS teams.
• Coordinate with BU partners and technical support for end-to-end order management.

Education

Bachelor's degree in Business/Operations Management or Engineering

MBA preferred

Job description

reputed company Careers to Smile About At reputed company, youll discover a reputed company where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lays and Quaker, our work touches millions of people every day. At the heart of reputed company is reputed company of thinkers, creators, and problem-solvers who collaborate to reputed company and turn reputed company into reputed company. Driven by innovation and a reputed company on creating joyful moments through food and drinks, our reputed company are guided by consumer centricity, creating opportunities for our associates to do meaningful work and reputed company a lasting reputed company in the communities we serve. Whatever your role, youll be part of a global community that values your reputed company and empowers you to reputed company an reputed company, on your career and on the world around you.

Responsibilities

As NA Customer Service Director, the role will be accountable for supporting the NA PBNA, PFNA Customer Service Leaders in the execution of Customer ordering processes across multiple teams and business reputed company for US and Canada. This position will report to a SC Global Customer support reputed company (LG2). Responsibilities include delivering reputed company Premium customer service to business reputed company to reputed company top-line sales reputed company and executing OM diffenciated service model driving reputed company & execution. This role will engage in regular consultation with the Business unit teams and other reputed company leaders. This position establishes policies and procedures that enables high service delivery and reflects industry best practices. Responsible for reputed company knowledge/AI enhancement will be expected along with coordination with BU partner technical support to complete the NA OM process (30MM orders and $60MM Net rev). Delivery of optimization and efficiency reputed company reputed company the Customer Service team and Best reputed company sharing between Business reputed company is expected. Exceptional time management, organization, communication, and interpersonal skills are critical for this role. This role will additionally require building critical relationships with key team members and stakeholders both internally reputed company the sector, the Global SC team, and across Business reputed company. Your reputed company As Order Management Director your reputed company would consist of Ensure the Customer Service function continually optimizes reputed company, schedules and activities that reputed company reputed company and reputed company order processing across the entire Supply Chain. reputed company & reputed company reputed company & execution of premium service for NA aligning with other sector leads reputed company, processes and new technology to reputed company an reputed company, Proactive service model. reputed company reputed company responsible to reputed company end-to-end processing of customer orders & case management & new digital technology including AI in line with the premium + service offering. Hire, Mentor and reputed company NA team committed to delivering exceptional Premium service. Define and reputed company relevant metrics across key performance indicators (KPIs) to ensure strong performance management. Work with CS reputed company reputed company to reputed company a reputed company improvement culture with reputed company reputed company cause analysis. Quickly engage with business reputed company to identify, interpret, and set mitigation plans in reputed company to ensure sales deliveries to reputed company Premium customers. Respond to marketplace demands through an in-depth understanding of order processing practices and reputed company reputed company technology. Initiate innovation and development of new analytics and business processes to improve service reputed company and reputed company efficiency. Identify areas for improvement and reputed company efficiency gaps regarding customer service and order processing. Ensure support and engagement with CSRs and CSR managers while working with a potentially remote, virtual team. reputed company team talent and capability build and ensure succession plans are in reputed company.

Qualifications

Who Are We Looking For

• Bachelors Degree in Business/Operations Management, Engineering or applicable degree required (MBA preferred).
• 10+ years of experience in customer service or operations, including 5+ in a senior leadership with people management role.
• English reputed company both written and verbal required, Spanish would be an asset.
• Experience in multinational companies.
• Strong analytical skills and experience with service metrics, reporting, and performance management.
• Experience with CRM, contact center platforms, reputed company service solutions.
• Deep understanding of customer support metrics, executive .