Order Management Team Lead

Job Description

Position Summary

The Order Management Team Leader is responsible for leading and developing a high-performing Order Management team supporting the North America region. This role ensures timely and accurate processing of orders while driving operational excellence, stakeholder engagement, process improvements, compliance, and automation initiatives across the Order-to-Invoice (O2I) lifecycle. The successful candidate will partner closely with Sales, Finance, Legal, Marketing, Product, and other key stakeholders to enhance efficiency, improve customer experience, and ensure compliance with company policies and revenue recognition principles.

Key Responsibilities

Team Leadership & People Development

• Lead and engage a team of up to 10 direct reports
• Ensure Order Management service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
• Drive employee engagement through regular coaching, performance management, mentoring, and career development initiatives.
• Oversee onboarding, training, and continuous professional development of team members.
• Foster a culture of accountability, collaboration, customer focus, and operational excellence.
• Manage day-to-day Order Management operations and workload distribution to ensure efficient and accurate order processing.

• Monitor team performance metrics and implement corrective actions where necessary.
• Ensure orders are processed accurately and within defined service levels.
• Partner with cross-functional teams to resolve order-related issues and remove process bottlenecks.

• Build and maintain strong relationships with senior stakeholders across Sales, Finance and other business functions.
• Act as a trusted advisor for order management processes and escalation management.
• Collaborate across departments to ensure seamless execution throughout the Quote-to-Cash and Order-to-Invoice lifecycle.

• Identify, design, and implement projects and initiatives that enhance team capabilities and organizational impact.
• Proactively identify process gaps, inefficiencies, and inconsistencies within the Order-to-Invoice cycle.
• Drive continuous improvement, automation, governance, and standardization initiatives.
• Work with the team to improve first-time-right order submission rates toward 100%.

• Ensure adherence to company policies, business rules, and revenue recognition requirements.
• Maintain strong controls to minimize operational and compliance risks.
• Drive process governance and ensure audit readiness across Order Management activities.
• Escalate and resolve compliance concerns in a timely manner.

• Analyse operational performance metrics and identify opportunities for improvement.
• Develop and leverage reporting dashboards to monitor workload, productivity, SLA adherence, and quality metrics.
• Provide actionable insights and recommendations to leadership and stakeholders.
• Support data-driven decision-making using CRM, Power BI, or similar reporting tools.

Qualifications

• Bachelor's degree required.
• Relevant experience (2+ years) in Order Management, Sales Operations, Deal Desk, or Finance.
• Proven experience leading and developing teams.
• Strong understanding of Order-to-Invoice (O2I) and Quote-to-Cash (Q2C) processes.
• Hands-on experience with SAP and Microsoft Dynamics (MSD) is mandatory.
• Experience with CRM platforms, Power BI, and performance reporting.
• Strong analytical, problem-solving, stakeholder management, and communication skills.
• Self-driven, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion