Director, Order Management

NewAge Products is hiring a Director, Order Management to ensure every order from our website and retail partners (Home Depot, Costco, Lowe’s and others) reaches the right distribution center and carrier quickly, accurately and at the lowest cost. In the near term, this leader will assess our current order flow and decide the best route to a scalable, automated order management capability: selecting an OMS from an external provider, adopting an AI-enabled off-the-shelf platform, or building in-house. They will then lead the implementation or build, including connections to our ERP, warehouses, carriers and retail partners. Over the long term, they will lead our five-person remote team in moving from manual routing to an operation where automation routes most orders and the team focuses on exceptions and improvement. The successful candidate is a hands-on builder with experience in order automation, AI integrations and optimization, and leading a team. RESPONSIBILITIES: Daily Order Routing & Operations Own the full order flow, from intake and validation to choosing the DC and carrier, release and ship confirmation, across all channels. Ensure every order is fulfilled with the most cost-effective DC and carrier combination while meeting delivery promises and retailer requirements. Lead the Order Fulfillment team. Set KPIs and service levels for order accuracy, cycle time, fill rate and exception resolution. Own retailer compliance: routing guides and ship-confirmation timing; reduce chargebacks and retailer fees. Resolve escalations and edge cases that automation and standard processes do not handle, and fix what causes them so they stop happening. Order Management Strategy & Platform Decision Assess our current order flow, systems and pain points, and define the target design for order management, covering growth, peak volume and new sales channels. Evaluate the options and decide the path: an OMS from an external provider, an off-the-shelf AI-enabled platform, an in-house build, or a combination. Recommend the approach with a full business case: total cost of ownership, implementation risk, speed to value, flexibility for future needs and the cost of supporting it. Write the business requirements and, where buying, the RFP. Shortlist and evaluate vendors using scripted demos, reference checks and proofs of concept. Negotiate commercial terms, SLAs, data ownership and exit terms. Implementation, Build & Architecture Lead implementation or build with IT, Warehousing, Outbound Freight and Finance: configuration, routing logic, integrations, testing, training and a phased go-live with no disruption to live orders. Build hands-on: create and refine automations, routing rules, integrations and AI agents directly, rather than only specifying them for others. Own the design of how systems connect: OMS ERP WMS/3PLs TMS/carriers retailer and marketplace platforms. Decide where to use APIs, EDI or middleware. Design rules for order routing: which DC ships each order and with which carrier, based on cost, delivery promise, inventory position and retailer requirements. Build a repeatable onboarding process for new retailers and marketplaces: requirements, field mapping, testing, certification and go-live. Track and cut onboarding time. Data, Analytics & AI Own dashboards for automatic-routing rate, order accuracy, cycle time, fill rate, chargebacks, retailer fees and cost to serve. Use AI and automation to remove manual work in order routing, exception handling and reporting, with clear controls, monitoring and human review for what automation cannot resolve. Turn analysis into business cases and recommendations for leadership. Team Leadership & Automation Adoption Lead and develop a five-person remote order team. Set clear KPIs, routines and accountability across time zones. Lead the shift from manual routing to automated routing. Increase the share of orders routed with no manual touch, and narrow the team’s work to exception…

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