Director of Order Management
Headquartered in Hilliard, Ohio, our client is the leading manufacturer of high performance thermoplastic corrugated pipe, providing a comprehensive suite of water management products and drainage solutions. Their innovative products and superior drainage solutions are used across a broad range of end markets and applications, including residential, non-residential, agriculture and infrastructure applications. They have established a leading position in many of these end markets by leveraging their national sales and distribution platform, overall product breadth and scale, and their manufacturing excellence. Founded in 1966, this company operates a global network of 3,700 employees, 55 manufacturing plants and 33 distribution centers. In July 2014 they became a public company traded on the NYSE®. To enable their continued growth, our client is looking to add top talent to their dynamic organization.Director of Order Management
Job Type: Full-time; On-site
Responsibilities:
- Lead and inspire customer service teams across a multi-site, primarily remote environment.
- Drive transformational projects and modernize order management processes.
- Build scalable systems, align operations with strategic goals, and champion continuous improvement.
- Serve as a connector between business leadership and frontline teams.
- Partner cross-functionally with Operations, Sales, IT, Transportation and more to deliver seamless service.
- Develop staffing and talent strategy to ensure alignment with skills / need.
- Support training strategy and ensure expectations communicated for accountability.
- Provide mentorship, feedback, and professional development to staff.
- Define and implement strategies that exceed customer expectations across markets.
- Align people, processes, and technology for efficient and scalable
service. - Integrate profitability, segmentation, and cost-to-serve insights into
planning. - Drive best-in-class experiences using feedback loops and root-cause analysis.
- Champion continuous improvement based on call center and
customer data. - Oversee order execution processes and performance across key KPIs.
- Leverage CRM, IVR, and other systems to create integrated customer experiences.
- Use service functions to support upselling, e-commerce, and VIP
account management. - Forecast volume and schedule for optimal contact center performance.
- Standardize practices across all customer service sites.
- Track key metrics such as FCR, AHT, and Service Level.
- Lead tech implementation efforts for systems supporting service
excellence. - Partner across departments to define and execute company-wide
policies and initiatives. - Manage third-party vendor relationships and service contracts.
Experience:
- Degree in Business, Supply Chain, Operations, or related field is required. Master’s Degree (MBA or equivalent) is preferred.
- 10+ years leading large, distributed customer service or order management organizations.
- Experience with enterprise-wide transformation, ideally in manufacturing or supply chain.
- Strong project management, analytical, and people leadership skills.
- Proven ability to influence and deliver results across remote and hybrid teams.
- Experience managing key metrics such as On Time in Full No Errors (OTIFNE).
- Demonstrated success in attracting, retaining, and developing top
talent. - Strong coaching and mentoring capability, especially in low-leadership environments.
- Experience working with or managing 3rd party logistics providers is preferred.
- Familiarity with Lean/Six Sigma or other process improvement
methodologies is preferred. - Familiarity with CRM, IVR, and order management systems is preferred.
- Background in e-commerce or supporting digital customer service
channels is preferred. - Experience building training and development programs for frontline staff is preferred.
This position offers a competitive base salary.
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