Director, Order Management

8X8, Inc. San Jose , CA 95111

Posted 4 months ago

8x8, Inc. (NYSE:EGHT) communication solutions help businesses transform their customer and employee experience. With one system of engagement for cloud voice, video, collaboration and contact center and one system of intelligence on one cloud communications platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit, or follow 8x8 on LinkedIn, Twitter, and Facebook.

We are looking for an experienced Director to run our "to be enhanced and new build" of a best in class Order Management team at 8x8. This role is newly created, and the person will be responsible for not only managing the day-to-day operations and will also act as the subject matter expert on all best in class ordering processes. As scaling and automation are a large focus of transformation for 2019, one of the main responsibilities of this role is to help drive the implementation of a new system, process and technology change with Order Management focus in the 8x8's Billing Ecosystem new design and transformation project, which is led by the VP of Revenue Operations. This Director will report to the VP of Revenue Operations and be partnering heavily with the Business Application Finance System teams in the Ecosystem endeavor. The main strategic goal of this function is to build a best practice on good process and system on Order Management flow from Quote To Cash overall business cycles. The day to day tactical responsibilities of this role include continuous process enhancements as well as providing the appropriate training and development to build a strong and resourceful Order Management team handling multipayment streams of 8x8's customer orders and flows. This highly visible role works closely with Billing & Collections, Revenue, Deal Desks, Sales, Professional Services, Cancellation and Renewal Support, external vendors for Just in Time inventory process, Sales Operations and alike, in order to ensure we have a seamless and efficient Order Management process within the quote-to-cash cycle. This is a multi-functional role which requires proficiency in leadership, order management, and ERP systems in a cloud base business environment. This individual will work to develop long-term strategies aimed to propagate a vision of growth and sustainability of current and future operations.


  • Drive/Participate in cross-functional projects within the Billing Ecosystem Transformation Project with Global Order Management focus that will help scale the business and streamline the quote-to-cash process in the Order Management areas

  • Be the leader responsible for aligning a diverse team around a clear vision and purpose while leading, inspiring, developing and motivating the team to successfully achieve individual and organizational objectives.

  • Under the direction of the VP of Revenue Operations, this position will work towards ensuring the department activities and daily interface with the customer aligns with the overall goals and objectives for the department.

  • Manage the day-to-day operations of the Order Management team and timely and accurate fulfillments on all orders

  • Ensure all orders are fully substantiated with customer MSA/SOW contracts or with Online orders T&Cs, and the orders are properly set up via Order Entry validation and reviews; furthermore, ensure any related change orders are supported with valid documentations, and that they are audited/ validated as part of Credit and Collection team process for proper administration, setup per the required service configurations and pricing, especially the changes that originates from the respective customers' self service requests (if applicable), to validate proper set up for services compatibility, pricing, and in compliance with required configurations and product migrations

  • Liaison with Billing and Credit/Collection team, System Finance as well as other stakeholders such as Deployment team, Professional Services, AM, CSEs are all accountable to ensure customer orders or their respective changes are properly setup and features/ functions are established in the proper Billing Ecosystems to support customer satisfaction with upfront proper order set up and control. Establish clear customer account owners for assignment of review on all pertinent orders and escalations to timely resolve any order issues

  • Drive global account business requirements and work with Deal Desk and Billing team to ensure all global account customer and business ordering plus billing requirements are obtained in a clear manner upfront to address any related taxes and fees assessment, payment and remittance currency, as well as detailed complex billing structures

  • Drive system order set up identification and tracking requirements for direct customers, vs. indirect channel vs. wholesale requirements in order to enable proper reporting downstream to address 8x8 business model and reporting needs, including metrics on order (initial and changes) statistics, edits, cancellations.

  • For Initial vs. Add-on/ Change orders for Online transactions, work closely with Credit and Collection team to ensure upfront credit card funds are settled as part of processing control, and to ensure such order changes are properly set up in alignment with customer's need vs. services compatibility and product/service configuration requirements

  • Ensures customer satisfaction and that staffs are trained to perform at a high level of competency.

  • Ensure orders are processed in a timely, efficient, and accurate manner with strong focus on month-end and quarter-end deadlines

  • Provide daily month-end and quarter-end updates on progression of orders; escalating to the appropriate teams if there are delays in the process

  • Ensure SOP's are current, sales orders are processed promptly and correctly, brings continuity to processes.

  • Act as subject matter expert on all aspects of order entry PO requirements, revenue, shipping, approvals, contracts, etc.

  • Ensure company financial policies and requirements are observed and work to drive strong controls and compliance for accounting, internal and external audit and SOX initiatives

  • Flexible and open-minded to deliver ad-hoc assignments as business requires.

  • Document deal processing procedures and best practices to facilitate training of new team members

  • Act as mentor to individuals on the team that are looking for career guidance

  • Provides new ideas to the department to improve efficiency. Has a high level of competency within the new Enterprise Order to Cash work-stream
    8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

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We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at (Include "Reasonable Accommodation" in the subject line)

For European Job Applicants our Job Applicant Privacy Notice can be found here.

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Director, Order Management

8X8, Inc.