Order Management Operations

owensminor; Mechanicsville (VA); On-site; USD 54,000 - 90,000; Full time

Benefits offered by this job

Healthcare Plan

Educational Assistance

Life Insurance

Disability Coverage

Adoption Assistance

HSA & 401(k)

Paid Leave

Well-Being Programs

Job summary

Owens & Minor is seeking a Manager, Order Management Operations to coordinate complex customer requirements, onboarding/offboarding activities, and process initiatives. You will standardize processes while handling non-standard requests and operational changes across Customer Service, Commercial, and Operations.

Working with the Director of Order Management, you will provide structure and visibility for exception-based work and support readiness across teams.

Qualifications

• Experience coordinating non-standard or complex customer orders.
• Strong documentation and SOP skills.
• Ability to partner with multiple teams to ensure service delivery.

Responsibilities

• Special Orders & Exception Management: coordinate non-standard orders and document dependencies.
• Customer Onboarding & Offboarding Support: validate account setups and readiness.
• Process Improvement, UAT & Implementation: develop test scenarios and coordinate rollouts.
• Documentation & Process Standardization: create SOPs and update workflows.
• Operational Alignment & Data Integrity: ensure accuracy of account structures and configurations.

Skills

Order Management

Customer Service

Process Improvement

UAT

Job description

Owens & Minor is a global healthcare solutions company providing essential products, services and technology solutions that support care delivery in leading hospitals, health systems and research centers around the world. For over 140 years, Owens & Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere, Life Takes Care™.

Global Reach with a Local Touch

• 140+ years serving healthcare
• Over 14,000 teammates worldwide
• Serving healthcare partners in 80 countries
• Manufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland
• 40+ distribution centers
• Portfolio of 300 propriety and branded product offerings
• 1,000 branded medical product suppliers
• 4,000 healthcare partners served

Benefits

• Comprehensive Healthcare Plan - Medical, dental, and vision plans start on day one of employment for full-time teammates.
• Educational Assistance - We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.
• Employer-Paid Life Insurance and Disability - We offer employer-paid life insurance and disability coverage.
• Voluntary Supplemental Programs - We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.
• Support for your Growing Family - Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.
• Health Savings Account (HSA) and 401(k) - We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.
• Paid Leave - In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave - including parental leave.
• Well-Being - Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs - all at no cost to you.

Position Summary

The Manager, Order Management Operations, supports Order Management and Customer Service by coordinating complex customer requirements, onboarding and offboarding activities, and process and system initiatives. This role works to standardize processes while also ensuring that non-standard requests and operational changes are clearly defined, feasible, and consistently executed.

Working cross-functionally with Customer Service, Commercial, and Operations, this position provides structure, documentation, and visibility for exception-based work, tactical support during business disruption events, and supports the Director of Order Management in maintaining operational consistency and readiness.

The anticipated salary range for this position is up to $90k. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.

Key Responsibilities

Special Orders & Exception Management

• Review and coordinate non-standard or complex customer order requests that fall outside established processes
• Document requirements, dependencies, and operational impacts of special orders
• Partner with Customer Service, Operations, and Commercial teams to ensure accurate setup and execution
• Provide visibility into risks, constraints, and requirements, escalating to leadership as needed

Customer Onboarding & Offboarding Support

• Manage onboarding of new or complex customer accounts by validating account setup, system configuration, and operational readiness
• Develop and maintain onboarding materials, including process flows, FAQs, and readiness documentation
• Assist with hypercare activities to stabilize service delivery following go-live
• Coordinate offboarding and account transitions, ensuring accurate system updates, timing, and communication

Process Improvement, UAT & Implementation

• Provide User Acceptance Testing (UAT) for system and process changes impacting Order Management, Customer Service, and supporting operations.
• Develop test scenarios, track defects, and ensure issues are resolved prior to implementation
• Coordinate the rollout of new processes and tools, ensuring alignment across impacted teams
• Identify process gaps and recommend improvements to enhance operational efficiency and service delivery

Documentation & Process Standardization

• Create and maintain standard operating procedures (SOPs), workflows, and process documentation
• Ensure documentation reflects current processes and is accessible to Customer Service and Operations teams
• Support standardization of recurring exception-based work into defined processes where appropriate

Operational Alignment & Data Integrity

• Ensure accuracy of account structures, affiliations, and system configurations related to ongoing operations
• Partner with internal teams (e.g.,