Manager, Global Operations Monitoring & Support

Pandora; Glen Burnie (MD); On-site; USD 95,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

Retirement savings

Learning & development

Employee discounts

Paid time off

Job summary

Pandora is seeking a Manager for Business Monitoring & Support within Pandora AME Operations in Maryland. You will monitor end-to-end order visibility, diagnose integration issues, and lead SME efforts across ERP, WMS, and TMS systems.

The role drives process improvements, training, and cross-functional engagement in a fast-paced distribution environment. You will partner with D&T and Operations to stabilize systems, roll out changes, and optimize performance while ensuring documentation

Qualifications

• 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 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.

Responsibilities

• 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 SOP repository and electronic reference materials to ensure documentation accuracy and accessibility.

Skills

Data analysis

BI dashboards

Cross-functional collaboration

Strong communication

Adaptability

Customer focus

Resilience

Education

Bachelor's degree in IT, Supply Chain, Operations Management or related field

Tools

ERP systems

WMS

TMS

Job description

Pandora is seeking a Manager for Business Monitoring & Support within Pandora AME Operations in Maryland. You will monitor end-to-end order visibility, diagnose integration issues, and lead SME efforts across ERP, WMS, and TMS systems.

The role drives process improvements, training, and cross-functional engagement in a fast-paced distribution environment. You will partner with D&T and Operations to stabilize systems, roll out changes, and optimize performance while ensuring documentation