JOOLA is seeking for a Senior Manager - Operations that will serve as a strategic, cross-functional leadership role that owns the end-to-end Order-to-Cash (O2C) cycle. This person is the operational nerve center of the business – ensuring orders are processed accurately, compliance is managed proactively, and the customer experience is consistently high. They serve as the primary liaison between Operations and other department heads including Sales, Finance, and Product, and are accountable for the performance of the order management, compliance, and customer service functions.

 

JOOLA was first established in 1952 and built a global reputation as a pioneer in table tennis. In 2022, JOOLA expanded into the rapidly growing pickleball scene and quickly attracted the biggest names in the sport. As an official table tennis sponsor for three Summer Olympic Games and the official sponsor of pickleball's top athletes and the Professional Pickleball Association (PPA), the team at JOOLA combines its storied expertise with fresh perspectives to bring innovation to both sports.

 

JOOLA creates a variety of equipment, apparel, and accessories for both table tennis and pickleball players, professional and recreational. With offices in US, Germany, Brazil, and China, JOOLA has a global presence and wide distributor network.

 

This is not an execution role. It is an accountability, strategy, and alignment role that requires a leader who can operate confidently at the executive level while keeping their teams grounded in disciplined day-to-day execution.

 

Responsibilities:

 

Order-to-Cash Performance

·       Own O2C KPIs end-to-end – order accuracy, OTIF, ASN accuracy, processing cycle time – and report performance to leadership on a regular cadence

·       Set workflows, decision frameworks, and order prioritization logic for the order management team

·       Partner with the Order Management Lead to ensure the China-based OM team is aligned, supported, and meeting targets

·       Oversee US hours and holiday coverage coordination to ensure no gaps in order processing

 

Compliance & Chargebacks

·       Own the retail compliance strategy across all wholesale and retail channels

·       Lead chargeback dispute and recovery process in partnership with the Compliance & Chargebacks Specialist

·       Monitor customer compliance scorecards and drive corrective action before penalties accumulate

·       Partner cross-functionally with Sales, Logistics, and Finance to eliminate root causes of recurring chargebacks

 

Customer Service

·       Own the transition of the Customer Service team from Sales to Operations – including people, processes, and KPIs

·       Partner with the Customer Service Manager to define service standards, escalation paths, and the flex model between CS and order management

·       Set CSAT and response time targets; hold the team accountable to them

Cross-Functional Alignment

·       Serve as the primary Operations representative in cross-functional leadership meetings

·       Proactively surface operational risks and dependencies to Sales, Finance, and Product

·       Partner with the Business Process Manager on process improvement priorities across the O2C pipeline

Team Leadership

·       Directly manage: Order Management Lead, Compliance & Chargebacks Specialist, and Customer Service Manager (transitioning from Sales)

·       Build a culture of ownership, accountability, and continuous improvement within the team

·       Define growth paths and development plans for direct reports

 

Qualifications:

 

·       Experience: 6–9+ years in operations, supply chain, or O2C roles; 3+ years in a people management or cross-functional leadership capacity

·       Bachelor's degree in Business Administration, Operations Management, Supply Chain, Information Systems, Industrial Engineering, or a related field. Equivalent practical experience may be considered in lieu of a degree.

·       Industry: Consumer goods, apparel, footwear, or wholesale/retail distribution strongly preferred

·       O2C Knowledge: Strong command of end-to-end O2C workflows – order entry, EDI, fulfillment coordination, invoicing, compliance, chargebacks

·       Retail Compliance: Direct experience managing retail compliance and chargeback disputes with major accounts (Walmart, Target, DSG, etc.)

·       Leadership: Proven ability to lead distributed and international teams; comfortable navigating ambiguity in a scaling company

·       Communication: Confident communicator with senior stakeholders; able to translate operational complexity into crisp executive updates

·       Tools: Familiarity with ERP/OMS systems (NetSuite preferred), EDI platforms, and reporting/analytics tools