Job Description

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Remote Work: Hybrid

Overview:

At Zebra, we extend the edge of possibility by shaping the future of work on the front line\xe2\x80\x94reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence\xe2\x80\x94delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you\'ll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we\'ve only begun to define the edge of what\'s possible\xe2\x80\x94for our people, our customers, and the world.

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 Operations provides leadership for the OEX teams for the APAC region. The OEX Senior Manager is responsible for ensuring successful, high quality and efficient execution of all operational functions related to the customer ordering experience. This includes hardware, software, solution, supplies and services order entry, billing, invoicing and entitlement management.
Responsibilities:

• Oversees the work of a regional or global team of individuals executing order management andmservice contract administrative work through subordinate supervisors and managers in the regions.
• Provides direction and sets overall priorities for the team. Understands the larger business context and overall strategic objectives of the organization and works to define functional

priorities that align; cascades aligned priorities throughout global organization to ensure consistency in global customer and partner experience. * Takes proactive action to stay informed about Zebra\xe2\x80\x99s business and the customers\xe2\x80\x99 needs. Educates the team to provide context and meaning to work.

• Identifies, designs and implements process improvements, and champions and prioritizes tool and enhancements that drive continuous improvement, business efficiency, cost reduction and

enhanced customer experience/CSAT, in accordance with established organizational vision & strategy. * Aligns their team\xe2\x80\x99s key performance indicators (KPIs) with the global OEX goals and oversees timely and accurate collection and analysis. Uses insight gleaned from KPI performance in order

to make informed management decisions and to drive optimal team performance, including quality, speed, accuracy and compliance. * Responsible for the planning, staffing and budget management for their global organization; responsible for achieving budget and headcount plan.

• Responsible for ensuring that appropriate internal controls / SOX audits are defined and executed, and that results reported consistently and on time.
• Contributes to the new product introduction process to ensure operational supportability processes/tooling requirements are in place prior to solution launch.
• Proactively communicates up, down and across the organization to ensure alignment and foster teamwork and collaboration
• Builds and nurtures relationships with peer distributor and partner leaders through regular engagement; leverages these opportunities to strengthen professional bonds, align expectations, identify/resolve challenges, and collaborate on mutually beneficial initiatives.
• Responsible for running/overseeing routine operational meetings with key customers or internal stakeholders to review status of orders and resolve challenges.
• Acts as a subject matter expert on all matters related to the quote-to-order process, responding to inquiries from management, Zebra\xe2\x80\x99s sales teams and partners and customer.
• Acts as the escalation leader ultimately responsible for resolution of complex internal or external/customer issues.
• Develops and presents routine business updates internally to senior management through monthly reports, quarterly business reviews, and operations reviews, and externally to partners

and distributors.
Qualifications:

• Bachelor\xe2\x80\x99s Degree required. Master\xe2\x80\x99s Degree strongly preferred
• 12+ or more years of experience including a minimum 5 years

management experience. Prior operations management
experience strongly preferred. * Applicable professional certifications

• Advanced process management / process engineering

skills/experience. Expert knowledge of order
management, billing and entitlement management * Strong level skills in Microsoft business applications

including Word, Excel and Outlook * Advanced level prioritization skills

• Advanced problem solving / analytical skills
• Advanced presentation skills. Formal training strongly

preferred. * Intermediate data analysis skills

• Strong customer focus with emphasis on creating

customer value * Leadership-level knowledge of SOX requirements and

compliance management * Strong customer focus with emphasis on creating

customer value * Strong people / team leadership and communication

skills * Fluent level of English (written and verbal);

Preferred Skills & Competencies

• Strong knowledge of Zebra\xe2\x80\x99s solution portfoli
• Experience working globally across multiple time zones

and cultures * Knowledge of other local languages a plus

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. You can always verify the validity of a job posting or recruiter interaction by contacting us at If you are a victim of identity theft contact your local police department.

Zebra Technologies