Director, Software Order Management and Delivery

Operations / Facilities | Hoboken, NJ, United States | AMERICAS

NICE is a rapidly growing complex software company that sells our products via perpetual licenses and subscription-based orders and delivers the software both on premise and in the cloud. 


The Director of Order Management has responsibility for overseeing the Order Management Specialist and Delivery teams to ensure customers’ needs and expectations are met.  The combined team is responsible for managing NICE’s global customer’s orders – entry, booking, fulfillment and invoicing in a shared service mode of operation. 

The incumbent in this role will identify and drive continuous improvement by analyzing processes and trends and making recommendations to streamline processes to bring about greater efficiency. Through management of the global team which consists of both internal employees and an outsourced operation in India, the Order Management function owns the responsibility to manage various complex types of orders on a daily-basis. This position is the key link in communication between our internal partners and our external customers for all order and invoice related processes. The DOM’s highest priority is to ensure every order and invoice is processed accurately and delivered on time.


Key Responsibilities:

  • Day to day supervision of the Order Management and Logistics specialists providing leadership and mentoring of the team to increase capabilities and develop productive customer relationships
  • Oversees timely and accurate processing of customer orders while following the appropriate order flow with compliance to organizational policies and handles issue escalations ensuring expeditious resolution
  • Creates positive customer experience through high quality invoicing
  • Works in collaboration with MIS to create infrastructure and processes that support streamlined cloud based delivery, reporting and metrics
  • Oversees delivery of software packages and licenses and produces and ships hardware
  • Initiates and drives continuous improvement programs for desired favorable outcomes (customer satisfaction, revenue recognition, process efficiencies, etc.) through effective interaction and collaboration with internal partners (sales support, sales, finance, legal, etc.)
  • Develops and monitors internal quality control gating prior to booking to maximize accuracy of order processing and delivers quality control metrics and reporting to measure ongoing performance
  • Guides team and ensures team members adhere to established processes and procedures
  • Ensures credits and/or rebill processes are streamlined processes that are handled accurately in a timely manner
  • Develops team goals and plans for execution to achieve desired outcomes
  • Oversees team staffing and performance management including ongoing feedback and development opportunities for team
  • Ensures correct billing methodologies/processes for orders while implementing ongoing changes to refine processes, as needed
  • Works in collaboration with Finance to address billing issues as they arise
  • Identifies and implements ongoing process improvements/efficiencies and customer focused communications to deliver outstanding customer service
  • Synthesize large, complex data sets into clear, impactful key performance indicators, metrics and reports that will help drive our business
  • Gathers data to identify trends and areas for process improvements within business unit

Skills and experience that you need to bring to our company

  • At least 8 years of experience of order management /supply chain management in a global fast paced company
  • Experience with international order processing and shipments
  • Must be willing to support business with extended hours when needed
  • Excellent communication skills and customer relationship
  • Process oriented; experience with process/quality improvement is a strong plus (six sigma, lean)
  • At least 5 years of experience as manager (10 employees and above)
  • M&A experience– an advantage 
  • Strong knowledge of Word, PowerPoint, Excel, Outlook, SharePoint
  • Experience with Oracle/SAP or another ERP required
  • Excellent organization, multitasking and communication skills (both written and verbal)
  • Outstanding customer service and troubleshooting skills
  • Ability to establish, meet and monitor progress toward deadlines

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