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 endtoend 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 highvalue 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 rootcause analysis

Stakeholder & Executive Engagement

• Serve as senior point of contact for escalations from Sales, Delivery, and customerfacing 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

• 812 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