.Remote Work: HybridOverview: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 reimagining 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.
This role will lead the order experience for our NA (North America) operations.Responsibilities:Manage all aspects of our North American order experience operations (order management and contract administration) in two or more regions, including performance, personnel & budget.Lead work teams of up to 60 people or more.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, including blended order processing.Identify and champion efficiencies through automation & process improvements