Manager, Order Management

Remote

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OUR VISION: THE WORLD. SUBSCRIBED.

Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence.  

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than the static offerings or a single product.

Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo and author of the best selling book Subscribed). 

As consumers wave goodbye to ownership, join us as we help companies win on their journey to usership!

THE TEAM

It is an exciting time for Zuora’s Order Management team! As Zuora continues on its path to be the model for Quote-to-Cash (QTC) best practices while leveraging Zuora’s own products, we are optimizing the Salesforce order booking process. The Order Management team is at the forefront of ensuring a streamlined, high-functioning, end-to-end QTC process.  We rely on this function to act as the gatekeepers of upstream data quality so that teams like Billing Operations and Revenue Accounting are confident in the data Zuora Billing and Zuora Revenue are consuming downstream. 

YOUR MISSION: 

As the Manager of the Order Management team, you will drive continuous improvement and high-performance within an international team responsible for two key steps in Zuora’s own QTC program. You will partner with teams including – but not limited to – Deal Desk, Billing Operations, Revenue Accounting, IT, Global Services (GS), GS Ops, Sales and Sales Operations – scale processes and systems and drive efficiencies not only in Order Management but across QTC and Lead-to-Cash at Zuora.  Creating and maintaining a best-in-class QTC program and process is not without its challenges! We have a lot to achieve, and we can’t do it without a superstar leading our Order Management team!

 

THE OPPORTUNITY (AKA: Why you want this role over any other out there) 

The Manager of the Order Management team will be an integral part of both the QTC and  the Zuora-on-Zuora (ZoZ) programs. The role is positioned to impact day-to-day operations and influence enhancements to Zuora’s own suite of products. Your reach will not be limited to the internal customer experience; you will have the ability to touch the Zuora customer experience, too. The QTC and ZoZ programs span Finance, IT, GTM, Product and Engineering so your direct efforts will manifest in actual company and product growth.

Join us on our own journey to usership as a driver – not just a passenger!

OUR TECH STACK: Zuora CPQ, Zuora Billing, Zuora Revenue, Zuora Collect, Salesforce, FinancialForce, Netsuite, Avalara, GSuite, Slack, Lucidchart

WHAT YOU’LL ACHIEVE

  • Within the first 90 days: 
    • You will be provided introductions to specific cross-functional stakeholders, begin to build trust with them, understand the interdependencies between the Order Management team and the other teams and processes. 
    • You will own the maintenance of order management process documentation.
    • You will ensure compliance with internal SOX controls and be the key point-of-contact for our auditors for anything order management related.
    • You will represent Order Management in Pricing & Packaging Operations, advocating for your team’s needs for commercial readiness for New Product Introductions (NPIs). 
    • You will manage the team’s performance against specific KPIs and SLAs, compiling and delivering monthly and quarterly reviews to assess team performance and next steps to improve the KPIs and SLAs. 
  • By 6 months: 
    • You will be the Order Management lead for our recurring delivery sprints. These sprints require you to prioritize scope, write requirements, plan and execute testing, and anticipate cross-functional and inter-system dependencies.
    • You will be the key point of contact for order management on high visibility, cross-functional ZoZ and QTC projects and responsible for the execution of your team’s deliverables within those projects.
    • You will be responsible for any change management and enablement necessary for the Order Management team.
  • By the end of your first year: 
    • You will have an in-depth understanding of QTC at Zuora beyond the Order Management and Provisioning team. 
    • You will identify and lead optimization projects, identifying key efficiencies, quick wins and longer term gains and executing against a roadmap to tackle them.

WHAT YOU’LL NEED TO BE SUCCESSFUL

  • 6-8 years of combined experience in Order Management and/or one or more QTC functions such as Deal Desk, Billing Operations, Sales Operations, and/or Revenue Operations at a Saas company or as a consultant with a focus on QTC or lead-to-cash. 
  • 2+ years as a people manager required, including a track record of hiring, onboarding and scaling a high-performing team.
  • Comprehensive understanding of the QTC process (Lead-to-Cash preferable) and a track record of leading process improvement initiatives within it to implement industry best practices.
  • Cross-functional collaboration experience with technical teams like IT or Business Technology and a working knowledge of the agile and scrum methodologies. 
  • Ability to think strategically about the big picture but also execute tactical, detail-oriented tasks like writing requirements, creating test plans, and documenting processes.
  • Previous experience with Salesforce and a CPQ tool and advanced capabilities with Excel, Powerpoint, Gsheet, and Google Slides required.
  • Experience with Zuora CPQ, Zuora Billing, and/or FinancialForce is preferred.

ABOUT ZUORA & OUR “ZEO” CULTURE

Zuora (NYSE: ZUO) Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom.

 

At Zuora, we have one CEO but ​every employee is empowered and supported to be the ‘ZEO’ of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200+ ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with “career cash” and plenty of learning and development opportunities.

 

To learn more visit zuorainternprd.wpengine.com

 

Zuora is proud to be an Equal Employment Opportunity Employer.

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

 

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

 

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com. 

Apply now


Let’s do this.

You’re unique and we’re on a journey – so let’s embark on a unique journey together. We encourage you to apply to all roles that utilize your skills and ignite the passion within you.

No matter where you’re located, or which team you work on, you’ll be part of a group of people working together to build a better world: The World Subscribed.

Go ahead and apply!

 

 

Get to Know Us

Go ahead, take a look inside #ZEOLife. Meet our ZEOs and learn what it’s like to be a part of our team.

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