Manager, Distribution Order Management

About the role

The Manager, Distribution Order Management is responsible for the execution of key business functions within the Distribution Operations service line including order analysis and management, DEA forms processing for material movements, inventory quarantine and release via Quality Control, invoice processing for inbound, document destruction, and PO Management. The Manager leads and develops a high-performing Order & Data Management team, ensuring operational excellence through coaching, onboarding, and performance management. The position also champions compliance, client delight, and inclusive team culture, contributing to strategic initiatives and hands-on support as needed.

Responsibilities

• Team Leadership & Development
• Lead, coach, and develop a high-performing Data Management team, providing regular feedback, performance evaluations, and career development opportunities.
• Foster a culture of accountability, continuous learning, and collaboration.
• Ensure new team members are effectively onboarded and trained across all relevant systems and processes.
• Operational Oversight & Issue Resolution
• Oversee daily operations of and client communications to ensure accuracy, timeliness, and compliance with service level agreements (SLAs).
• Maintain a high level of visibility and responsiveness to client needs.
• Serve as the point of escalation for complex client or customer issues and ensure timely resolution.
• Process Improvement & Efficiency
• Partner with leadership to identify, recommend, and implement process improvements that enhance productivity, quality, and client satisfaction.
• Utilize metrics and KPIs to monitor team performance, drive operational improvements, and report progress to senior leadership.
• Lead initiatives to document, standardize, and optimize workflows, including SOPs and work instructions.
• Cross-Functional Collaboration
• Act as a liaison between various cross-functional teams including Distribution Operations, Supply Chain, Order to Cash, Finance, IT, Serialization, and Client Success to support seamless daily execution/escalations.
• Participate in strategic planning and special projects to support departmental and organizational goals.
• Client Relationship Management
• Ensure a positive client experience through consistent service delivery, proactive communication, and timely issue resolution.
• Represent in client calls or meetings as needed to address operational updates or performance discussions.
• Compliance, Quality, and Risk Mitigation
• Maintain adherence to internal controls, data accuracy standards, and regulatory compliance related to order processing and client communications.
• Monitor system and process integrity, ensuring pricing, credits, and order entry are executed without errors or delays.
• Diversity, Equity, and Inclusion
• Model inclusive behaviors and create an equitable environment where all team members feel valued and empowered.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum of 5 years of strong supervisory experience in an hourly administrative employee environment, preferably in an office role supporting a distribution center’s administration needs including planning and scheduling orders and deliveries. Pharma experience is preferred by not required.
• Proficient in managing administrative workflows and optimizing operational processes.
• Strong analytical skills with the ability to interpret data, identify trends, and make informed decisions.
• Demonstrated problem-solving capabilities, including the ability to assess complex situations and implement effective solutions.
• Collaborative leadership style with a focus on cross-functional alignment and shared success.
• Exceptional verbal and written communication skills, with the ability to influence and engage stakeholders at all levels.
• Strong customer-centric mindset with a commitment to service excellence.
• Highly organized with the ability to manage multiple priorities and deadlines effectively.
• Dependable and accountable, with a track record of delivering results.