Order Management Lead: Scale Ops & Processes

allwhere; New York (NY); On-site; USD 110,000 - 160,000; Full time

Job summary

allwhere is seeking an experienced Operations Lead for Order Management in New York. You will lead a team of Order Management Specialists, own daily execution, and step into complex orders to protect service levels as the company scales.

You’ll partner with Sales, Customer Success, RevOps, Finance, Product, and Supply Chain to improve performance, establish standards, and streamline workflows using automation and AI.

Qualifications

• 5+ years of experience in operations, order management, supply chain, procurement, or a related function.
• A track record of supervising or formally leading an operations team, including coaching team members, assigning work, and managing performance.
• Hands‑on experience managing team queues, SLAs, workload, and day‑to‑day execution.
• Familiarity with procurement, purchasing, or vendor management strongly preferred.
• Demonstrated ability to build and standardize processes in a fast‑changing, high‑growth environment.
• Strong cross‑functional collaboration and excellent written and verbal communication skills.
• Bachelor’s degree or equivalent practical experience.

Responsibilities

• Lead, coach, and develop a team of Order Management Specialists while remaining directly involved in daily execution.
• Manage capacity, workload, and coverage across queues and time zones.
• Set clear expectations, assign work, and ensure the team remains focused on the highest-priority orders.
• Oversee the end-to-end order lifecycle from order placement through fulfillment and completion.
• Step directly into complex, high-value, or at‑risk orders when additional leadership is needed.
• Manage SLAs, queue performance, and operating metrics, identifying issues early and driving corrective action.
• Serve as the primary escalation point for complex orders and cross-functional issues.
• Drive clear decisions, accountability, and root‑cause resolution.
• Partner closely with Sales, Customer Success, RevOps, Finance, Product, and Supply Chain to resolve issues and improve the order experience.
• Build and maintain the standards, playbooks, and documentation that govern order management and purchasing workflows.
• Improve team efficiency through process standardization, automation, and practical use of AI.

Job description

allwhere is seeking an experienced Operations Lead for Order Management in New York. You will lead a team of Order Management Specialists, own daily execution, and step into complex orders to protect service levels as the company scales.

You’ll partner with Sales, Customer Success, RevOps, Finance, Product, and Supply Chain to improve performance, establish standards, and streamline workflows using automation and AI.