Manager, Order Management at Calix in Petaluma, California

Job Description:

Calix provides the cloud, software platforms, systems and services required for communications service providers to simplify their businesses, excite their subscribers and grow their value.

Calix, a leading provider of internet access products is looking for a dynamic and data-centric leader of our Order Management team. Our Order Management team supports our worldwide customer base in addressing all customer order processing needs. As a support organization there is a high degree of emphasis on customer and sales team satisfaction and the team leader will play a critical role in enabling the team through the collection of robust performance and c-sat metrics for each rep and the overall team.

Responsibilities:

• Attract, develop and retain a high-performance team, and guide and coach the team through periods of constant change


• Cross train and manage role responsibilities between domestic based Order Management team and offshore Order Management resources


• Foster a culture of engagement through team meetings, active listening and helping each team member understand their purpose as it relates to Calix's strategic plan


• Set clear work priorities and actively manage performance for the team


• Define and track relevant and measurable annual and quarterly performance goals for each team member


• Engage with cross functional stakeholders to remove roadblocks and request resources and support as needed


• Monitor key performance metrics to ensure consistent attainment of target SLAs related to order processing, change order management, and time critical system updates


• Evaluate end-to-end business processes in which OM plays a role and look for ways to optimize or automate them


• Ensure compliance to all company and business policies


• Provide training on upcoming solution, process, and system changes


• Oversee and coordinate multiple OM specific key control activities related to SOX compliance and represent Order Management in quarterly Audit Review calls.


• Develop and drive OM Strategic Plan to align with overall Calix objectives


• Proactively recognize accomplishments through Chatter to highlight team achievements

• 5 years leading a global customer support/order management organization supporting complex hardware or software (SaaS) products preferably in the telecom or tech industry


• Ability to manage multiple workstyles and personalities


• Proven ability to leverage a case management system including Zendesk, Salesforce Console, Freshdesk, JIRA or similar, to manage day-to-day team activities


• Advanced data analysis and reporting capabilities using tools such as Excel, Power BI, Oracle Business Intelligence and Salesforce


• Familiarity with all aspects of the quote to case cycle including quoting, order processing, fulfillment, invoicing/RMA, collections and revenue recognition


• Demonstrated success in implementing processes and procedures that increase a team's efficiency and effectiveness


• Experience preparing support functions for the introduction of new products in a short timeframe


• Ability to analyze complex issues quickly and act, sometimes with less than complete information


• Experience working with purchase agreements and software license agreements


• Proven ability to lead a team-members in a remote work environment


• Flexibility to be available for extended hours and occasional weekend work during end of quarter and other high-volume periods