Senior Manager, Order Operations

TL;DR

Senior Manager, Order Operations: Lead end-to-end strategy and execution for resolving incomplete orders into fulfillment-ready ones with an accent on accuracy, turnaround time, and customer experience. Focus on establishing KPIs, driving continuous improvements, implementing automation, and leading cross-functional efforts with Operations, Quality, Sales, and IT.

Location: Aurora, IL, United States (hybrid work model; minimum 200Mb/sec download and 10Mb/sec upload internet required for remote/hybrid)

Salary: $122,000 – 147,000 (commission/bonus eligible)

Company

hirify.global is a global leader in hearing health, developing innovative hearing aids, cochlear implants, personal audio devices, and audiological care services.

What you will do

• Lead strategy and execution of order resolution operations for accuracy, efficiency, and timely fulfillment
• Establish and monitor KPIs like order accuracy, turnaround time, defect rates, and customer effort; report to leadership
• Manage daily operations including queue management, capacity planning, SLA adherence, and escalations
• Drive continuous improvement using root cause analysis to eliminate defects and enhance upstream processes
• Identify automation opportunities to reduce manual effort and improve cycle times
• Partner cross-functionally to resolve systemic issues; hire, develop, and lead a high-performing team

Requirements

• Bachelor’s degree or equivalent relevant experience
• 7+ years in order management, customer operations, or customer experience
• 5+ years of people leadership, including coaching and performance management
• Proven experience driving process improvements for accuracy, cycle time, and customer experience
• Strong analytical skills (advanced Excel required; Power BI preferred); experience with ERP (SAP) and CRM platforms
• Strong problem-solving, communication, and stakeholder management skills; ability to thrive in fast-paced environment

Culture & Benefits

• Team-customized hybrid work model with flexibility and individualized time management
• Comprehensive medical, dental, vision, HSA, FSA, TeleHealth, 401k with match, STD/LTD, life insurance
• PTO, paid holidays, floating Diversity Day, paid parental bonding leave, Employee Assistance Program
• Tuition reimbursement, internal career growth, hearing aid discounts, social recognition platform

Hiring process

• Direct applications via online platform only
• Interviews focused on experience, skills, and fit