Senior Manager Order Experience(Mx)

**Remote Work: Hybrid**

**Overview**:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about - locally and globally. We’ve only begun reimaging the future - for our people, our customers, and the world.

Let’s create tomorrow together.

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 Senior Manager of Order Experience oversees the successful execution of that customer care, through direct and indirect management of order entry, contract administration, entitlement management, billing and invoicing, and customer service.

**Responsibilities**:

- Manage all aspects of our order experience operations (order management and contract
administration) in our LATAM region, including, performance, personnel & budget.
- Design and implement organizational structure and personnel assignments needed to ensure optimal customer care and achievement of performance targets
- Establish and execute a management system to ensure that all team accountabilities are
consistently met, including booking, contract activation, invoicing/billing, entitlement
management, stock rotations, etc.
- Manage performance, quality and compliance of team.
- Review results of internal and external audits and identify and implement corrective and
preventative actions to ensure that errors are not repeated.
- Ensure organization is trained on global standard processes. Work with global process team to identify and implement new processes, and associated training.
- Identify and cross-pollinate best practices between order management and contract
administration functions to optimize the customer ordering experience.
- Develop in depth understanding of business processes and system capabilities used by OEX and
leverage this information to identify opportunities for improved customer service and
performance.
- Champion new and innovative opportunities for OEX to add greater value for customers,
partners and distributors throughout the quote to cash process, included blended order
processing.
- Identify and champion efficiencies through automation & process improvements.
- Create and foster a positive team culture that values accountability, collaboration,
communication, innovation and self-development, and which places the needs of customer first.
- Develop and foster positive relationships with key internal and external stakeholders, including Zebra sales, customers, partners and distributors.
- Model customer-first and Zebra leadership behaviors for subordinates and peers.
- Implement process improvements that drive continuous improvement, business efficiency, cost reduction and enhanced customer experience/CSAT, in accordance with established
organizational vision & strategy.
- Monitor key performance indicators (KPIs) and use data insights to drive optimal team
performance, including quality, speed, accuracy and compliance.
- Act as point of escalation for all quote-to-cash challenges within the supported regions.
- Oversee routine operational meetings with key customers or internal stakeholders to review status of orders and resolve challenges.
- Develop and present routine business updates internally to senior management through
monthly reports, quarterly business reviews, and operations reviews, and externally to partners and distributors

**Qualifications**:
Qualifications:

- Bachelor’s degree strongly preferred
- Preferred Work Experience (years)**:5 to 10** years of experience including a minimum **4-5 **years management experience.
- Prior operations management experience strongly preferred.

Key Skills and Competencies:

- Operations management expertise, including order management and contracts.
- Process management / process engineering skills / experience Expert knowledge of order management, billing and entitlement management.
- Strong prioritization skills
- Strong problem-solving skills
- Strong communication & presentation skills.
- Data reporting and interpretation skills
- Strong customer focus with emphasis on creating
customer value
- Working knowledge of internal and external audit
process and compliance management
- Working knowledge of Zebra’s solution portfolio
- Experience working across multiple tim