Director, Order Management and Fulfillment Operations

  • Competitive
  • Charlottesville, VA, USA
  • Permanent, Full time
  • S&P Global
  • 17 Jan 19

Director, Order Management and Fulfillment Operations

JobDescription :
Title: Director, Order Management and Fulfillment Operations

Location: Charlottesville or New York, NY

The Role: As an Order Management and Fulfillment Operations Director, you will own the entire order-to-invoice workflow for the assigned division. You will oversee a team of Order Management and Fulfillment specialists who are accountable for delivering an exceptional client buying experience through expedited and accurate processing of sales orders, timely activation of service, and accurate invoice delivery.

As the team's leader, you will be responsible for driving operational rigor and business results by providing clear role definition, reporting on team's success measures, and establishing accountability through a pay-for-performance evaluation process.
Accountable/dotted reporting line to a division CFO, you will be expected to articulate and anticipate your team's impact on the division business/sales results.


  • Manage global team of Order Management and Fulfillment specialists.
  • Promote a culture of excellence that rewards top performers and client-first mindset.
  • Achieve established KPIs (i.e. time to process an order, invoice accuracy, time to counter-sign agreement, and time to activate service).
  • Develop procedural repository and ensure team's adherence to a standard-way of processing orders/requests.
  • Establish and meet LEAN process improvement goals in order to promote a culture of innovation and continuous improvement.
  • Collaborate with OTC system Product Owners to escalate system deficiencies and prioritize highest-value enhancements.
  • Collaborate with Commercial and Finance leaders to get a 360-degree view of the client order experience and identify opportunities for continuous improvement

Preferred Skills / Experience:
  • Proven commitment to operational rigor: reporting transparency and establishing a pay-for-performance culture.
  • Experience managing large global teams (ability to travel overseas).
  • Passion towards process efficiency and procedural documentation/clarity.
  • Demonstrated success in instituting LEAN practices.
  • Aptitude towards using tech as a way to advance/automate workflow efficiency.
  • Ability to influence other leaders outside of OM team to drive a culture of excellence and client-first mindset.
  • Reputation for being "get-it-done" leader.

About S&P Global

At S&P Global, we don't give you intelligence-we give you essential intelligence. The essential intelligence you need to make decisions with conviction. We're the world's foremost provider of ratings, benchmarks and analytics in the global capital and commodity markets. Our divisions include:

  • S&P Global Ratings, which provides credit ratings, research and insights essential to driving growth and transparency.
  • S&P Global Market Intelligence, which provides insights into companies, markets and data so that business and financial decisions can be made with conviction.
  • S&P Dow Jones Indices, the world's largest resource for iconic and innovative indices, which helps investors pinpoint global opportunities.
  • S&P Global Platts, which equips customers to identify and seize opportunities in energy and commodities, stimulating business growth and market transparency.

To all recruitment agencies: S&P Global does not accept unsolicited agency resumes. Please do not forward such resumes to any S&P Global employee, office location or website. S&P Global will not be responsible for any fees related to such resumes.

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