Director of Order Management

Responsibilities & Duties

• Develop and execute a scalable order management strategy aligned with company goals and customer expectations.
• Collaborate with key account managers to identify and cultivate strategic growth opportunities within assigned verticals.
• Architect and continuously improve the operational framework of order management, engineering and project management to drive measurable performance outcomes.
• Partner with senior leaders across Sales, Engineering, Finance, and Operations to ensure cross-functional alignment and seamless execution.
• Lead strategic action planning with executive management on issues impacting customer projects, schedules, and revenue.
• Oversee supplier and customer communications to ensure clarity, responsiveness, and alignment with service standards.
• Analyze customer data and satisfaction metrics to identify trends and implement improvement initiatives.
• Support Finance in forecasting, cash flow analysis, and reporting.
• Support the Tender Review Approval Process (TRAP) and contribute to the development of sales proposals and contract documentation.
• Collaborate with the Sales Controller on contract compliance, terms and conditions, and industry standards.
• Optimize departmental resources and evaluate operational risks to improve efficiency and scalability.
• Design and implement standardized processes and procedures across the order management function.
• Serve as final escalation point for complex customer service issues.
• Participate in internal and external audits to ensure compliance and continuous improvement.
• Direct staffing, training, and performance management to build a high-performing team culture.
• Foster a respectful, inclusive, and results-driven work environment that celebrates team and individual success.
• Maintain strong relationships with clients, partners, and internal stakeholders.
• Perform other duties as assigned by executive leadership.

Management Responsibilities

• Lead and manage a team of 4–6 direct reports with a broader team of customer service employees, engineers, and project managers.
• Responsible for hiring, training, performance evaluation, compensation planning, and disciplinary actions in accordance with Kelvion’s policies and applicable laws.
• Oversee departmental budgeting, resource allocation, and safety compliance.
• Set strategic goals, define work techniques, and apportion responsibilities to maximize team effectiveness.

Other Responsibilities

• To ensure Kelvion’s Standard of Excellence, which includes quality, is incorporated into every product we produce.
• Follow all company policies and procedures, including but not limited to Global Code of Business Principles, Code of Ethics and Business Conduct, Vision and Values, Operational Framework

Requirements (Knowledge, Skills & Abilities)

• Proficient in Microsoft Office Suite, Syteline, and/or SAP.
• Strong cross-functional collaboration and stakeholder management skills.
• Exceptional communication, negotiation, and presentation abilities.
• Proven project management and problem-solving capabilities.
• Demonstrated ability to lead by example and drive change in complex environments.
• Ability to influence senior leadership and contribute to strategic decision-making.

Educational and Experience Requirements

• Bachelor’s degree in Business, Operations Management, or related field required.
• Minimum 10 years of progressive experience in order or project management, including 2+ years in a senior leadership role.
• Strong understanding of manufacturing processes and product lifecycle.
• Advanced proficiency in data analysis, reporting, and ERP systems.

Travel

• Occasionally overnight travel (up to 25%) to meet with customers, primarily in the US but international travel may be required on occasion. Must be able to receive and maintain a valid passport

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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