Manager, Business Support and Monitoring

Pandora A/S; Glen Burnie (MD); On-site; USD 111,000 - 139,000; Full time

Benefits offered by this job

Bonus package

401(k) plan

Medical, dental, vision

Paid time off

Product discounts

Tuition reimbursement

Job summary

Pandora A/S in Maryland is seeking a Manager, Business Monitoring & Support to oversee end-to-end order visibility from placement to invoicing. You will act as SME for ERP systems and drive incident resolution with cross-functional partners across warehouse and operations.

Success requires 5+ years in system integrations within supply chain environments, strong data analytics, and a collaborative, customer-focused mindset to continuously improve processes and performance.

Qualifications

• Bachelor’s degree in IT, Supply Chain, Operations Management or related field.
• 5+ years experience managing system integrations and incident management.
• Experience in supply chain/WMS/TMS with end-to-end process visibility.

Responsibilities

• Monitor interfaces and order entry systems to ensure stable order flow.
• Provide first-line support, troubleshoot integration issues.
• Escalate incidents with L2 teams and communicate status to stakeholders.
• Act as SME and Super User for ERP and system integration points.
• Lead change management for operational systems and post-implementation optimization.
• Own escalation processes across D&T and Operations for root cause analysis.
• Develop training for Operations Super Users to boost system adoption.
• Collaborate with leaders to identify improvement opportunities and drive optimization.
• Foster cross-functional collaboration and continuous improvement.
• Share best practices across local and global teams; maintain SOP materials.

Skills

Collaboration

Strong communication

Adaptable

Customer-focused

Resilience

Data analysis

BI dashboards

Cross-functional leadership

Root cause analysis

Education

Bachelor's degree in IT / Supply Chain / Ops Mgmt

Tools

ERP systems

WMS systems

TMS systems

Job description

Manager, Business Support and Monitoring

Country/Region: US

About the Team:

The Pandora Operations team has a mission to provide the fastest and most accurate level of service to all internal and external customers, while closely managing operating expenses and striving for continuous improvement across all areas.

This role will be responsible for monitoring end-to-end order visibility and performance, ensuring seamless flow from order placement through warehouse fulfillment to invoicing. Serving as a subject matter expert, this team member will combine business process expertise with strong systems knowledge to be the trusted partner in critical operational situations at the Distribution Center.

Your Role as Manager, Business Monitoring & Support:

• Monitor supply chain application interfaces and order entry systems daily to ensure system stability and uninterrupted order flow.
• Serve as first-line support by identifying, troubleshooting, and resolving integration issues to maintain seamless operational performance.
• Facilitate escalated incidents with Level 2 (L2) support teams, ensuring timely resolution and clear communication to stakeholders.
• Act as a Subject Matter Expert (SME) and Super User for ERP systems and system integration points across warehouse and supply chain operations.
• Lead and support change management initiatives for operational systems, including testing, rollout support, hypercare stabilization, and post-implementation optimization.
• Own escalation management processes, partnering across Digital & Technology (D&T) and Operations to drive structured root cause analysis and sustainable solutions.
• Develop and deliver training for Operations Super Users to strengthen system capability, adoption, and compliance.
• Collaborate with Operations leaders to understand business processes, identify improvement opportunities, and support execution of process optimization initiatives.
• Champion change and strategic problem-solving by influencing stakeholders, fostering strong cross-functional relationships, and driving continuous improvement.
• Partner with local and global teams to share best practices, support cross-functional initiatives, and contribute to projects across regions.
• Develop, maintain, and govern the Standard Operating Procedure (SOP) repository and electronic reference materials to ensure documentation accuracy and accessibility.

What is needed to succeed:

• Bachelor’s degree in IT, Supply Chain, Operations Management or related field
• 5+ years of experience supporting system integrations, configurations, and incident management within complex operational environments.
• Demonstrated experience in supply chain, warehouse operations, and/or control tower environments with end-to-end process visibility across enterprise platforms such as ERP, WMS and TMS systems
• Advanced proficiency in data analysis tools and business intelligence dashboards, with the ability to translate data into actionable operational insights.
• Proven ability to proactively diagnose complex issues, perform root cause analysis, and implement sustainable, scalable solutions.
• Track record of successfully supporting and leading cross-functional initiatives, influencing stakeholders across matrixed organizations.
• Collaboration: Ability to collaborate well across functions and band levels
• Strong Communication: Clear and concise, with ability to adapt to audience, who can train and interact confidently with stakeholders, developers, and super-users
• Adaptable: Flexible in managing multiple priorities in an Agile environment while staying committed to deadlines
• Customer-Focused: Understands the importance of end-user satisfaction and prioritizes delivering functional, user-friendly solutions
• Resilience: ability to remain calm and deliver under pressure
• We Dare! We offer robust compensation package including base and bonus, a 401K plan to help you secure your financial future
• We Care! Pandora offers extensive benefits including: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D, anniversary gift cards, recognition program and product discounts!
• We Dream! Pandora is fostering growth and crafting opportunities to support the business needs which learning and development programs, continuous feedback, LinkedIn learning, tuition reimbursement and more
• We Deliver! PTO Package including: Vacation, Personal, Sick, Celebration days and Paid Holidays

Maryland Salary: $111,000 - $139,000 commensurate with experience