Manager, Fulfillment

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The Opportunity: 

The Fulfillment Manager leads a team of Fulfillment specialists and supports their leaders by implementing on our Order to Cash strategy. They bring their excellent customer service skills, leadership capabilities, and business acumen to support our customers and our Billing Operations team.  They always work to put our customers first and, by doing so, they reduce the time it takes to deliver products.  A customer who is well and quickly served is a happy customer and happy customers pay their bills on time, leading to improvements to our overall Time to Cash goals. The team is constantly searching for improvements and efficiencies, and you are a champion of change and innovation.

You Are Great At: 

• Lead a diverse team of Order Administration Specialists to deliver an accurate and smooth customer buying experience across several product lines.
• Identify team needs and areas for improvement; formulate plans of action, set timelines, and implement changes.
• Focus on Customer Satisfaction, as you process your own queue of customer requests, orders, and escalations.
• Work with colleagues in other regions to establish common practices and circulate improvements.
• Be available for late nights to close out each month and quarter.
• Accountable to ensure Standard Operating Procedures (SOPs) are followed.
• Accountable to ensure your team is engaged and properly trained to ensure we protect OpenText’s brand on legal and financial policies, and other internal controls.
• Deliver on other priorities as assigned to execute on the Fulfillment and Order Enablement goals.

What It Takes: 

• Minimum 2 years experience leading teams or supporting operations/finance activities in high-tech industries
• Demonstrated HR acumen to effectively onboard and support a team through all aspects of the team member lifecycle (effective hiring, developing, training, performance managing, rewards, career growth, offboarding)
• Excellent customer service and business partner skills and experience
• Excellent communication skills, both written and verbal
• Exceptional organizational skills, with an ability to balance multiple priorities in a fast-paced environment, including month-end, quarter-end and year-end delivery
• Self-starter with a continuous improvement mindset
• Excellent team player, knowing your best is when you collaborate and engage to find solutions to problems
• Working knowledge of the opportunity to cash business process
• Strong computer literacy; working knowledge of SAP, Salesforce, and ServiceNow an asset
• Ability to analyze data and make recommendations to improve delivery
• University/college education in a relevant discipline (Finance or Accounting preferred)
• Relevant experience leading teams and leading process improvements

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.