Head of Order Management and Booking Management

Bellevue WA or Los Angeles, CA (United States)

The opportunity: 

The Head of Booking Management (BM) and Order Management (OM) role is a crucial part of driving the overall success of Flexport’s Control Tower Product Suite. This person will have a pivotal role in driving the overall product strategy for the BM/ OM products, working cross-functionally with the operations, technology, marketing, data analytics, commercial teams and leadership teams. This position requires a focus on strategic thinking, execution and driving improvements, ensuring clear outcomes and delivering outputs.

What you will do:

• Define and Implement Overall Product Strategy: Collaborate with Control Tower leadership and other senior stakeholders to build out the Booking Management and Order Management strategy with clear KPIs, goals and deliverables and independently work towards achieving these deliverables
• Operational Process Design and Implementation: Overall responsible for operational process design and efficiency of Control Tower tower operations. Design the future setup for Control Tower globally including team structure, clear responsibilities and processes across different teams as we scale the control tower business. Collaborate cross-functionally between origin, destination operations teams, Data services teams, product teams and integration teams to implement the design, implementation teams
• Client onboarding and escalations: Support implementation and integration teams when there are any issues during client onboarding. Responsible for all key client escalations involving Control Tower  products and identifying systematic issues to resolve them. Product Development: Work with product and engineering teams on defining business requirements for OM / BM products ensuring the right features are prioritized and support UAT as a business owner
• Pricing Strategy: Develop and implement comprehensive pricing models for Control Tower products that align with market trends, customer needs, and business objectives. Conduct regular pricing analysis and competitor benchmarking to ensure optimal pricing strategies.
• Performance Management: Work on designing the right metrics and dashboards to monitor performance of operational teams, impact on operations of  new product launches. Regular reporting on operational metrics and improvements across all meetings (WBRs, MBRs etc.)
• Geographical Expansion: Develop and implement a comprehensive country implementation strategy for 2025, focusing on expanding Control Tower services into new geographies.
• Growth Initiatives: Develop targeted outreach strategies and tailored value propositions to attract and onboard new customers. Support Sales and BD teams to drive growth.

You should have:

• At least 6 years of working experience, of which at least 4 years in consulting, business operations or project management, preferably in the logistics or software development industry or in a fast growing tech startup; Experience with Supply Chain SaaS is a plus
• Bachelor’s degree or higher, ideally in a technical field (e.g., Industrial Engineering, Computer Science, Supply Chain, Physics)
• Strategic vision coupled with ground floor execution; energy, grit, and a little stubbornness to ensure the rubber actually hits the road
• Program management skills (set goals, manage delivery, create and measure impact)
• Strong analytical skills, ability to handle data effectively; system-oriented thinking and end-to-end view of processes
• The ability to lead and motivate a project team of highly motivated, high performing individuals
• Excellent communication and interpersonal skills, the ability to build strong relationships and to influence without authority
• An obsession with client happiness
• Curiosity, creativity and great problem solving skills
• Courage to challenge the status quo when logic and reason require it.
• The ability to prioritize strongly
• Self-starter, tolerance for ambiguity, willingness to go the extra mile
• Ability to travel

Optional

• Lean, Six Sigma, PMP, Agile, SCRUM, or Continuous Improvement experience
• Master’s Degree in a technical field (e.g., Industrial Engineering, Computer Science, Supply Chain, Physics) or MBA
• Experience in translating business requirements into product roadmaps
• Experience in supply chain or logistics experience
• Experience in SQL, Python, Looker

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