Manager Order Experience

**Remote Work: Hybrid**

**Overview**:
At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

The Order Experience (OEX) organization is responsible for all aspects of customer care related to the
quote-to-order process, including people, process, tools and customer satisfaction.
The team is responsible for the accurate entry of purchase order and/or Service Contract information
from the sales team or directly from Zebra’s customers into Zebra’s system.
orders, responding to inquiries from management, Zebra’s sales teams and the customer. In this role, you will lead the streamlining and optimization of our Software and aaS (as a service) order and invoice processes to allow for accurate and efficient booking, fulfillment and billing to our customers.

**Responsibilities**:

- Oversees the work of a moderately sized team of individuals executing order entry /

administrative work - often through subordinate supervisors. Often responsible for an entire

geographic regions' execution. Selects, trains, coaches and manages the performance and

development of the team.
- Determines business priorities and strategic objectives for the region. Aligns individual

performance goals to support achievement.
- Manage the day-to-day optimization of complex non-standard deals and serve as the primary point of contact for sales, legal, product management and finance in these transactions
- Drives execution against service level agreements and reports results to management as

required.
- Acts as primary point of contact for internal and external audits on product and/or service contract

order administration. Owns the teams’ compliance against internal process / policy as well as

external regulations.
- May run routine meetings with key customers or internal stakeholders leveraging web-based

meeting technologies and using facilitation skills to effectively manage the meeting to successful

outcomes.
- Leads or participates in process / service improvement through identification of opportunity areas,

engagement of the team and leveraging external best practices. Responsible for driving adoption

of new / updated technologies, work methods or tools in assigned territory.
- Takes proactive action to stay informed about Zebra’s business and the customers’ needs.

Educates the team to provide context and meaning to work.
- Acts as escalation point to team in resolving complex issues or addressing difficult customer

situations
- May participate as a presenter in routine business updates or with the customer representing

service contracts team and acting as SME.
- Adheres to OEX customer strategy, leads by example and follows our customer principles

**Qualifications**:
**Minimum Education**

Bachelor’s Degree or equivalent vocational
qualification/experience

**Minimum Work Experience (years)
**8-12 years

**Key Skills and Competencies**
- Expert knowledge of order entry policies and processes, including treatment of novel / unorthodox issues.
- **Experience with SW and SaaS quote to cash processes**:

- Strong technology acumen
- Solid execution skills and demonstrated track record of accountability
- Strong process adherence and ability to enhance or identify gaps in process
- Team player with ability to work independently, proactively respond to inquires, and

deliver results- Fluent level of English (written and verbal) as well as local language as applicable.
- Customer service values / orientation.
- Strong leadership skills coupled with a

desire and ability for continuous learning / self-development.- Ability to coach/mentor
- Role model level professional work behaviors (attendance, teamwork, time management).
- Advanced communication, facilitation and presentation skills