Senior Manager Operations

Responsibilities: Order-to-Cash Performance:

• Manage end-to-end O2C KPIs, including order accuracy, OTIF, ASN accuracy, and processing cycle time, and regularly report results to leadership.
• Establish workflows, decision-making guidelines, and order prioritization processes for the order management team.
• Partner with the Order Management Lead to support the China-based team and ensure performance targets are met.
• Coordinate US business hours and holiday coverage to maintain consistent order processing.
• Compliance & Chargebacks:
• Oversee retail compliance across wholesale and retail channels.
• Manage chargeback disputes and recovery in partnership with the Compliance & Chargebacks Specialist.
• Monitor customer compliance scorecards and address issues before penalties accumulate.
• Work with Sales, Logistics, and Finance to resolve recurring chargeback issues.
• Customer Service:
• Lead the transition of the Customer Service team from Sales to Operations, including personnel, processes, and KPIs.
• Partner with the Customer Service Manager to establish service standards, escalation procedures, and coordination between customer service and order management.
• Set CSAT and response time targets and monitor team performance.
• Cross-Functional Alignment:
• Represent Operations in cross-functional leadership meetings.
• Identify and communicate operational risks and dependencies to Sales, Finance, and Product.
• Partner with the Business Process Manager to prioritize improvements across the O2C process.
• Team Leadership:
• Directly manage the Order Management Lead, Compliance & Chargebacks Specialist, and Customer Service Manager transitioning from Sales.
• Promote ownership, accountability, and continuous improvement across the team.
• Establish development plans and growth opportunities for direct reports.

Experience: 6-9+ years in operations, supply chain, or O2C roles, with 3+ years in people management or cross-functional leadership.

Education: Bachelor's degree in Business Administration, Operations Management, Supply Chain, Information Systems, Industrial Engineering, or a related field. Equivalent practical experience may be considered.

Industry: Consumer goods, apparel, footwear, or wholesale/retail distribution experience strongly preferred. O2C Knowledge: Strong understanding of end-to-end O2C processes, including order entry, EDI, fulfillment coordination, invoicing, compliance, and chargebacks. Retail Compliance: Direct experience managing retail compliance and chargeback disputes with major accounts such as Walmart, Target, and DSG.Leadership: Experience leading distributed and international teams, with the ability to navigate ambiguity in a scaling company. Communication: Strong communication skills with senior stakeholders and the ability to present operational information clearly to leadership.

Tools: Familiarity with ERP/OMS systems (NetSuite preferred), EDI platforms, and reporting and analytics tools.-----------------------------------------------------------------This job is In-Person.

Pay Range: Salary $160,000.00 to $180,000.00We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees. Download the Sparks Group mobile app from Apple App Store or Google Play .-----------------------------------------------------------------Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status. This Position Requires U.S. Citizenship This Position May Either Require COVID-19 Vaccination or Regular Testing