Manager – Customer Order & Creation Management

Role Title: Manager – Customer Order & Creation Management
Function: COCM

Role Summary: The Manager – COCM leads the overall customer order creation function, ensuring governance, quality, and operational efficiency across all enterprise customer orders. This role oversees multiple teams, drives strategic improvements, and ensures seamless alignment between Sales, Quote Owners, Delivery, and Billing to achieve exceptional customer experience and operational readiness.

Key Responsibilities
✅ Leadership & Strategic Oversight
Manage end‑to‑end Customer Order Creation function with multiple team leaders and operational units
Define KPIs, SLAs, and governance controls for order management
Build a culture of accountability, quality, and continuous improvement
✅ Commercial Governance & Risk Management
Oversee adherence to internal commercial guidelines, contract validation protocols, and approval structures
Review high‑value or complex orders, special pricing cases, and large enterprise deals
Partner with Legal, Finance, Pricing, and Compliance teams to mitigate business risks
✅ Operational Excellence & Transformation
Drive Q2B transformation, automation, and digitalization initiatives
Implement standardization across order workflows, documentation, and system usage
Reduce operational defects, rework, and cycle time through root‑cause analysis
✅ Stakeholder & Executive Engagement
Serve as senior point of contact for escalations from Sales, Delivery, and customer‑facing teams
Present operational insights to leadership, including dashboards, trends, and performance analytics
Collaborate with Delivery and Billing to ensure downstream readiness and smooth handover

Required Qualifications
8–12 years of telecom commercial or order management experience
Strong leadership record managing teams and large operational units
Deep understanding of enterprise telecom products, delivery models, and commercial frameworks
Expertise in Q2B processes, order creation systems, and governance standards