Position Overview
The Director of Order Management will lead a best-in-class, modern and sophisticated client focused organization in the EMEA and APAC regions. This individual will identify, design, and implement process improvement initiatives focused on and delivering exceptional client experience. This individual is responsible for workforce planning, training, and quality management, and provides day-to-day oversight of the Order Management team who support business activity in the EMEA and APAC regions.

Job Responsibilities

• Design, implement, and lead a world class, high performing, client facing Order Management organization to support global transportation and logistics solutions.
• Lead and drive the development, modernization and enhancement of the Order Management service into a best in class, world class operation.
• Maintain a strong focus on ongoing training reinforcement, quality, continuous improvement, and challenging the status quo to inspire colleagues and enhance the client experience.
• Drive professionalization of the team through effective talent recruitment and implementation of well-designed and robust training programs.
• Ensure timely and effective resolution of client escalations, collaborating with other internal functional groups as needed.
• Collaborate with regional operational leaders to consistently meet and exceed key performance metrics.

Skills/Qualifications

• 10 years customer service order management operations experience or equivalent preferred.
• 10+ years demonstrated people management experience
• BA or BS required
• Proven experience in developing high performing teams; leadership and team building skills; ability to motivate and coach.
• Adept at navigating through complex and demanding situations while acting with integrity.
• Proven track record of working cross functionally
• Outstanding communication and interpersonal skills (verbal and written)

• Design, implement, and lead a world class, high performing, client facing Order Management organization to support global transportation and logistics solutions.
• Lead and drive the development, modernization and enhancement of the Order Management service into a best in class, world class operation.
• Maintain a strong focus on ongoing training reinforcement, quality, continuous improvement, and challenging the status quo to inspire colleagues and enhance the client experience.
• Drive professionalization of the team through effective talent recruitment and implementation of well-designed and robust training programs.
• Ensure timely and effective resolution of client escalations, collaborating with other internal functional groups as needed.
• Collaborate with regional operational leaders to consistently meet and exceed key performance metrics