Manager, Business Support and Monitoring

Pandora•Glen Burnie, MD

5h•Onsite

About The Position

The Pandora Operations team has a mission to provide the fastest and most accurate level of service to all internal and external customers, while closely managing operating expenses and striving for continuous improvement across all areas. This role will be responsible for monitoring end-to-end order visibility and performance, ensuring seamless flow from order placement through warehouse fulfillment to invoicing. Serving as a subject matter expert, this team member will combine business process expertise with strong systems knowledge to be the trusted partner in critical operational situations at the Distribution Center.

Requirements

Bachelor’s degree in IT, Supply Chain, Operations Management or related field
5+ years of experience supporting system integrations, configurations, and incident management within complex operational environments.
Demonstrated experience in supply chain, warehouse operations, and/or control tower environments with end-to-end process visibility across enterprise platforms such as ERP, WMS and TMS systems
Advanced proficiency in data analysis tools and business intelligence dashboards, with the ability to translate data into actionable operational insights.
Proven ability to proactively diagnose complex issues, perform root cause analysis, and implement sustainable, scalable solutions.
Track record of successfully supporting and leading cross-functional initiatives, influencing stakeholders across matrixed organizations
Collaboration: Ability to collaborate well across functions and band levels
Strong Communication: Clear and concise, with ability to adapt to audience, who can train and interact confidently with stakeholders, developers, and super-users
Adaptable: Flexible in managing multiple priorities in an Agile environment while staying committed to deadlines
Customer-Focused: Understands the importance of end-user satisfaction and prioritizes delivering functional, user-friendly solutions
Resilience: ability to remain calm and deliver under pressure

Responsibilities

Monitor supply chain application interfaces and order entry systems daily to ensure system stability and uninterrupted order flow.
Serve as first-line support by identifying, troubleshooting, and resolving integration issues to maintain seamless operational performance.
Facilitate escalated incidents with Level 2 (L2) support teams, ensuring timely resolution and clear communication to stakeholders.
Act as a Subject Matter Expert (SME) and Super User for ERP systems and system integration points across warehouse and supply chain operations.
Lead and support change management initiatives for operational systems, including testing, rollout support, hypercare stabilization, and post-implementation optimization.
Own escalation management processes, partnering across Digital & Technology (D&T) and Operations to drive structured root cause analysis and sustainable solutions.
Develop and deliver training for Operations Super Users to strengthen system capability, adoption, and compliance.
Collaborate with Operations leaders to understand business processes, identify improvement opportunities, and support execution of process optimization initiatives.
Champion change and strategic problem-solving by influencing stakeholders, fostering strong cross-functional relationships, and driving continuous improvement.
Partner with local and global teams to share best practices, support cross-functional initiatives, and contribute to projects across regions.
Develop, maintain, and govern the Standard Operating Procedure (SOP) repository and electronic reference materials to ensure documentation accuracy and accessibility.