Product Manager Order to Cash

Lenovo•Morrisville, NC

11h

About The Position

The Product Manager, Order-to-Cash owns the strategy, roadmap, prioritization, and business outcomes for digital capabilities supporting customers from order submission through payment, fulfillment, delivery, and transaction completion. The role brings together customer needs, business priorities, operational requirements, technology capabilities, and data to improve the end-to-end Order-to-Cash experience. It is accountable for reducing friction and complexity while improving order visibility, payment success, fulfillment performance, customer self-service, and operational efficiency. The Product Manager determines which problems to solve, defines measurable outcomes, prioritizes investment, and partners with cross-functional teams to deliver and continuously improve the product. The role is the single point of product accountability for the Order-to-Cash vertical, working through cross-functional teams to achieve outcomes. The position owns digital capabilities across order confirmation, processing and orchestration, status and tracking, payments and payment exceptions, billing and invoicing, fulfillment and shipment visibility, delivery, order modifications and cancellations, transactional notifications, order exceptions and recovery, customer self-service, and returns or refunds directly connected to transaction completion. It uses research, behavioral and operational data, analytics, and frontline feedback to identify opportunities; reduces avoidable exceptions, failed transactions, manual intervention, and customer contacts; and increases self-service for routine order questions. The role establishes global capabilities where processes and customer needs can be standardized while incorporating genuine market, regulatory, payment, tax, fulfillment, and operational requirements. Success is evaluated through customer and business outcomes, potentially including order completion and fulfillment success, payment success, exception and failure rates, cancellations, cycle time, order-status visibility, self-service adoption, customer contacts, issue-resolution time, manual intervention, customer satisfaction, and cost to serve. Specific measures and targets are established through the team’s OGSM and reviewed regularly.

Requirements

Bachelor’s degree in Business Administration, Marketing, Supply Chain, Finance, or a relevant field.
7+ years of experience as a Product Manager supporting stages from Glass-to-Order through Cash-to-Renewal, including Order-to-Cash.
5+ years of experience with Order-to-Cash.

Nice To Haves

Visionary leadership with a bias for action, transformation, and innovation.
Exceptional communication and negotiation skills.
Strong financial acumen and strategic thinking.
Passion for technology and customer-centricity.
Ability to present to a variety of audiences.
Experience with AI, sustainability, and digital transformation initiatives.

Responsibilities

Define and own the Order-to-Cash product vision, strategy, roadmap, and measurable outcomes, coordinating handoffs across the customer journey.
Establish objectives aligned with Digital Commerce and broader business priorities.
Maintain and prioritize the product backlog using customer and business value, data, operational impact, risk, and technical considerations.
Balance near-term improvements with longer-term transformation, make prioritization decisions, and communicate trade-offs.
Own and continuously improve digital capabilities for order confirmation, processing, orchestration, status and tracking, payment processing and exceptions, billing, invoicing, fulfillment, shipment visibility, delivery, modifications, cancellations, notifications, exception recovery, self-service, and transaction-related returns or refunds.
Use customer research, behavioral and operational data, analytics, and frontline feedback to identify high-value opportunities.
Reduce avoidable order exceptions, failed transactions, manual intervention, and customer contacts; improve order visibility and customers’ understanding of next steps.
Increase digital self-service and reduce reliance on assisted-service channels for routine order questions.
Partner with business teams to quantify the financial and operational value of product improvements.
Lead through close partnership with Digital Commerce, IT and Architecture, UX/Design, Analytics, Finance, Supply Chain and Fulfillment, Customer Service, Sales, Operations, regional and market teams, and other Product Managers.
Establish reusable global Order-to-Cash capabilities where processes and customer needs can be standardized, while incorporating legitimate market requirements and avoiding unnecessary fragmentation.
Measure success through customer and business outcomes, establish measures and targets through the team’s OGSM, and review them regularly.