Senior Operations Manager

JOOLA; North Bethesda (MD); On-site; USD 130,000 - 170,000; Full time

Job summary

JOOLA, based in the United States, seeks a Senior Manager - Operations to own the end-to-end Order-to-Cash cycle and drive alignment across Sales, Finance, and Product. The role acts as the operational nerve center, ensuring accuracy, compliance, and top-tier customer experience while coordinating globally with teams in China and the US.

The successful candidate will lead O2C performance, retail compliance, and cross-functional initiatives, leveraging ERP/OMS systems and EDI platforms to

Qualifications

• 6–9+ years in operations, supply chain, or O2C roles; 3+ years in people management
• Bachelor-level degree or equivalent practical experience considered in lieu of a degree
• Experience in consumer goods/wholesale distribution is preferred
• Strong command of end-to-end O2C workflows including invoicing and compliance
• Direct experience managing retail compliance and chargebacks with major accounts (Walmart, Target, etc.)
• Ability to lead distributed and international teams and communicate with senior stakeholders
• Familiarity with ERP/OMS systems (NetSuite preferred) and EDI platforms

Responsibilities

• Own O2C KPIs end-to-end – order accuracy, OTIF, ASN accuracy, processing cycle time
• Set workflows and prioritization logic for the order management team
• Partner with the Order Management Lead to align with China-based OM team
• Oversee US hours and holiday coverage to ensure continuous order processing
• Own retail compliance strategy across wholesale and retail channels
• Lead chargeback dispute and recovery with Compliance & Chargebacks Specialist
• Surface operational risks and dependencies in cross-functional leadership meetings
• Partner with Business Process Manager on O2C process improvements

Skills

Operations leadership

O2C processes

Cross-functional collaboration

Executive communication

Process improvement

Stakeholder management

Global teams

Budget/Cost control

Education

Bachelor's degree in Business Administration or related field

Tools

NetSuite

EDI

Analytics/Reporting tools

Job description

JOOLA is seeking for a Senior Manager - Operations that will serve as a strategic, cross-functional leadership role that owns the end-to-end Order-to-Cash (O2C) cycle. This person is the operational nerve center of the business – ensuring orders are processed accurately, compliance is managed proactively, and the customer experience is consistently high. They serve as the primary liaison between Operations and other department heads including Sales, Finance, and Product, and are accountable for the performance of the order management, compliance, and customer service functions.

JOOLA was first established in 1952 and built a global reputation as a pioneer in table tennis. In 2022, JOOLA expanded into the rapidly growing pickleball scene and quickly attracted the biggest names in the sport. As an official table tennis sponsor for three Summer Olympic Games and the official sponsor of pickleball's top athletes and the Professional Pickleball Association (PPA), the team at JOOLA combines its storied expertise with fresh perspectives to bring innovation to both sports.

JOOLA creates a variety of equipment, apparel, and accessories for both table tennis and pickleball players, professional and recreational. With offices in US, Germany, Brazil, and China, JOOLA has a global presence and wide distributor network.

This is not an execution role. It is an accountability, strategy, and alignment role that requires a leader who can operate confidently at the executive level while keeping their teams grounded in disciplined day-to-day execution.

Responsibilities:

Order-to-Cash Performance

• Own O2C KPIs end-to-end – order accuracy, OTIF, ASN accuracy, processing cycle time – and report performance to leadership on a regular cadence
• Set workflows, decision frameworks, and order prioritization logic for the order management team
• Partner with the Order Management Lead to ensure the China-based OM team is aligned, supported, and meeting targets
• Oversee US hours and holiday coverage coordination to ensure no gaps in order processing

Compliance & Chargebacks

• Own the retail compliance strategy across all wholesale and retail channels
• Lead chargeback dispute and recovery process in partnership with the Compliance & Chargebacks Specialist
• Monitor customer compliance scorecards and drive corrective action before penalties accumulate
• Partner cross-functionally with Sales, Logistics, and Finance to eliminate root causes of recurring chargebacks

Cross-Functional Alignment

• Serve as the primary Operations representative in cross-functional leadership meetings
• Proactively surface operational risks and dependencies to Sales, Finance, and Product
• Partner with the Business Process Manager on process improvement priorities across the O2C pipeline

Qualifications:

• Experience: 6–9+ years in operations, supply chain, or O2C roles; 3+ years in a people management or cross-functional leadership capacity
• Bachelor's degree in Business Administration, Operations Management, Supply Chain, Information Systems, Industrial Engineering, or a related field. Equivalent practical experience may be considered in lieu of a degree.
• Industry: Consumer goods, apparel, footwear, or wholesale/retail distribution strongly preferred
• O2C Knowledge: Strong command of end-to-end O2C workflows – order entry, EDI, fulfillment coordination, invoicing, compliance, chargebacks
• Retail Compliance: Direct experience managing retail compliance and chargeback disputes with major accounts (Walmart, Target, DSG, etc.)
• Leadership: Proven ability to lead distributed and international teams; comfortable navigating ambiguity in a scaling company
• Communication: Confident communicator with senior stakeholders; able to translate operational complexity into crisp executive updates
• Tools: Familiarity with ERP/OMS systems (NetSuite preferred), EDI platforms, and reporting/analytics tools