Director, Order Entry & Order Management

Director, Order Entry & Order Management

Reports To: Senior Director, Customer Service, Logistics & Customs
Department: Order Management 
Level: Director

Position Summary

The Director of Order Entry & Order Management is a strategic and transformational leader responsible for building a high-performing organization that delivers an exceptional customer order experience while continuously improving processes, leveraging technology, and developing the next generation of operational talent.

This role combines people leadership, operational excellence, process transformation, and automation. The Director will lead the evolution of order management from a transactional function into a scalable, data-driven, technology-enabled capability.

A key priority is to create a strong talent pipeline by developing current leaders and high-potential employees, establishing clear career paths, and building the skills required for the future of order management.

Key Responsibilities

1. People Leadership & Next-Generation Talent Development

• Lead, coach, and develop Order Entry and Order Management leaders and teams across multiple locations/functions.
• Build a culture of accountability, continuous learning, innovation, and customer-centricity.
• Identify and develop high-potential employees to create a strong pipeline of future leaders.
• Establish career paths, competency models, development plans, mentoring, and succession strategies.
• Strengthen leadership capabilities through coaching, stretch assignments, cross-functional exposure, and targeted development programs.
• Build an organization that is increasingly capable of solving problems independently and leading transformation.
• Establish performance expectations and metrics that balance operational execution, customer experience, employee engagement, and continuous improvement.

2. Process Excellence & Continuous Improvement

• Own the end-to-end order entry and order management process, identifying opportunities to simplify, standardize, and eliminate non-value-added activities.
• Lead continuous improvement initiatives using Lean, Six Sigma, Kaizen, or other structured improvement methodologies.
• Challenge existing processes and organizational assumptions to improve speed, quality, cost, and customer experience.
• Establish standardized global processes and governance where appropriate while allowing flexibility for critical business requirements.
• Develop a culture where teams proactively identify root causes rather than simply resolving recurring issues.
• Partner with cross-functional teams to eliminate process bottlenecks and reduce order errors, rework, manual touches, and cycle time.

3. Automation & Digital Transformation

• Develop and execute a multi-year roadmap for order management automation and digital transformation.
• Identify opportunities to automate repetitive, manual, and error-prone activities across order entry and order management.
• Partner with IT, Digital, Data, AI, and business teams to evaluate and implement technologies such as:
  • Workflow and process automation
  • RPA
  • AI-assisted order entry
  • Intelligent document processing
  • EDI/API integration
  • Automated exception management
  • Analytics and predictive insights
  • Generative AI and intelligent assistants
• Establish a structured approach to prioritizing automation opportunities based on business value, customer impact, complexity, and scalability.
• Ensure automation delivers measurable improvements in productivity, quality, employee experience, and customer experience.
• Encourage teams to view technology as an enabler that allows employees to move from transactional work toward higher-value activities.
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4. Operational Performance

• Establish and manage KPIs for order entry and order management, including:
  • Order accuracy
  • Order cycle time
  • First-time-right performance
  • Manual touchpoints
  • Exception volume
  • Backlog
  • Productivity
  • Customer satisfaction
  • Cost per order
  • Automation rate
• Use data and analytics to identify trends, anticipate issues, and drive informed decisions.
• Ensure appropriate controls, compliance, and governance are embedded into order management processes.
• Continuously evaluate organizational structure, capacity, and resource allocation to support business growth.

5. Cross-Functional Leadership

• Serve as a strategic partner to Sales, Customer Service, Supply Chain, Finance, IT, Commercial Operations, Manufacturing, and other key functions.
• Lead cross-functional initiatives that improve the customer order-to-cash experience.
• Influence senior stakeholders and drive alignment around process, technology, and organizational changes.
• Translate business needs into actionable operational and technology requirements.
• Represent Order Management in strategic business transformation initiatives.

Leadership Philosophy

The successful leader will be a people-first transformation leader who can simultaneously deliver today's operational commitments and build tomorrow's organization.

The Director is expected to:

• Develop people, not just processes.
• Automate work, not accountability.
• Simplify before automating.
• Use data to identify problems and measure impact.
• Create leaders who can eventually lead beyond their current roles.
• Build an organization that becomes more capable, scalable, and technology-enabled over time.
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Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, Industrial Engineering, or a related field; MBA or advanced degree preferred.
• 10+ years of experience in Order Management, Order Entry, Customer Operations, Supply Chain, Shared Services, or related operational functions.
• 5+ years of progressive people leadership experience, including leading managers and/or large, geographically distributed teams.
• Demonstrated experience developing leaders, high-potential talent, and succession pipelines.
• Proven track record of leading significant process improvement and operational transformation initiatives.
• Experience implementing automation and/or digital transformation within an operations environment.
• Strong understanding of end-to-end order-to-cash processes.
• Experience working cross-functionally with technology, commercial, finance, supply chain, and customer-facing organizations.
• Strong analytical, financial, and business acumen.
• Excellent communication, influencing, change-management, and executive-presentation skills.

Key Success Measures

Success in this role will be measured by the ability to:

• Build a strong pipeline of next-generation leaders and critical talent.
• Improve order accuracy, cycle time, productivity, and customer experience.
• Reduce manual work, rework, exceptions, and operational cost.
• Increase the percentage of orders processed through automated or touchless workflows.
• Deliver measurable ROI from process-improvement and automation initiatives.
• Create standardized, scalable, and sustainable operating processes.
• Increase employee engagement, capability, and retention.
• Establish Order Management as a strategic, technology-enabled business partner rather than solely a transactional function.

Ideal Candidate Profile

The ideal candidate is a transformational operator and people developer—someone who understands the details of order management but naturally thinks beyond today's processes.

They are energized by developing people, challenging the status quo, simplifying complexity, and using technology to fundamentally improve how work gets done. They can move comfortably between coaching a frontline leader, analyzing operational data, presenting a transformation roadmap to executives, and partnering with technology teams to implement automation.

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.  

OUR CORE PRINCIPALS:  Safety.  Integrity. Respect.  Teamwork.  Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development
• Promote Transparent & Open Communication

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected.  With $6.9 billion in revenue, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people. 

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected]. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.