Team Lead, Order Management (Philippines Remote)

Turnitin

13d • Remote

About The Position

The Order Management Team Lead provides operational leadership for the Philippines-based delivery team, ensuring disciplined execution, high-quality order processing, and adherence to financial controls. This role leads the day-to-day operation, fostering a high-performing team culture while ensuring service levels, quality standards, and business priorities are consistently achieved. The Team Lead is responsible for leading the daily operation of the Philippines-based Order Management team, working in partnership with the Manager, Order Management. They provide visible leadership to the operation, ensuring workloads are effectively managed, service levels are achieved, team members are developed, and operational risks are proactively addressed. The role is empowered to make day-to-day operational decisions, act as the first point of escalation for operational matters, and lead the team through changing business priorities while maintaining high standards of quality, compliance, and customer service. The Team Lead plays a key role in developing team capability, embedding continuous improvement, and fostering an inclusive, accountable, and collaborative team culture aligned with Turnitin's values. Although not directly customer-facing, the role has a significant impact on customer experience through accurate order execution, timely processing, reduced billing issues, and efficient service activation. This role supports the Finance objective of improving operating leverage, strengthening cash generation, and delivering an efficient, scalable Order to Cash function.

Requirements

• Bachelor's degree in Finance, Business, or a related discipline, or equivalent practical experience.
• 3–5 years' experience in Order Management, Commercial Operations, or SaaS operational environments.
• Previous experience leading or supervising operational teams.
• Experience within a control-focused, compliance-driven environment.
• Working knowledge of Salesforce.
• Experience managing the order lifecycle from CRM through ERP.
• Understanding of subscription business models and basic revenue recognition principles.
• Familiarity with ERP systems (NetSuite advantageous).
• Comfortable using operational reporting and performance dashboards.
• Demonstrated experience leading operational teams in a fast-paced environment.
• Proven ability to manage performance using KPIs, SLAs, quality metrics, and productivity measures.
• Experience coaching, mentoring, and developing individuals with varying levels of experience.
• Excellent written and verbal communication skills.
• Strong stakeholder management skills with the confidence to communicate professionally across all organizational levels.
• Demonstrated ability to prioritize competing demands and remain effective under pressure.
• Experience working within globally distributed or offshore operations.
• Comfortable working within a remote-first, globally distributed organization.

Nice To Haves

• Experience leading teams operating across multiple working patterns or shifts is desirable.

Responsibilities

• Lead the day-to-day operation of the Philippines-based Order Management team.
• Allocate and balance workloads to achieve SLAs and operational priorities.
• Monitor queue health and operational performance throughout the day.
• Ensure timely and accurate processing of sales orders, amendments, renewals, and partner transactions.
• Support month-end and quarter-end operational readiness.
• Act as the first point of escalation for operational issues.
• Drive team performance through KPIs, SLAs, quality measures, and productivity metrics.
• Monitor operational trends and implement corrective actions where required.
• Maintain a strong focus on accuracy, quality, and customer outcomes.
• Provide regular operational updates and performance insights to the Manager.
• Identify risks and recommend actions to improve operational performance.
• Reinforce adherence to Order Management policies, procedures, and financial controls.
• Monitor accuracy, rework, and exception trends.
• Ensure compliance with revenue recognition and contractual requirements at order intake.
• Maintain Standard Operating Procedures and support audit readiness.
• Escalate operational risks appropriately.
• Identify opportunities to improve operational efficiency and service delivery.
• Support implementation of process improvements and automation initiatives.
• Encourage innovation and best practice sharing across the team.
• Promote root-cause analysis to eliminate recurring operational issues.
• Work collaboratively with Sales, Sales Operations, and Revenue Operations to resolve order-related queries.
• Provide structured feedback on upstream deal hygiene and data quality issues.
• Support operational readiness for new commercial initiatives and product changes.
• Reinforce disciplined execution aligned to commercial guardrails.
• Lead, coach, and develop a high-performing and engaged team.
• Conduct regular 1:1s, coaching sessions, and performance reviews.
• Foster a culture of accountability, ownership, collaboration, and continuous learning.
• Support recruitment, onboarding, and capability development.
• Recognize and develop talent while addressing performance concerns constructively.
• Build an inclusive team environment aligned with Turnitin's values.
• Build effective operational relationships with Sales, Sales Operations, Revenue, Billing, Product, and Finance Systems.
• Resolve operational queries professionally and collaboratively.
• Provide feedback on recurring operational issues impacting service delivery.
• Escalate broader functional issues to the Manager where appropriate.
• Develop broader leadership capability across global operations, stakeholder management, and operational excellence while preparing for future progression into broader management responsibilities.

Benefits

• Remote First Culture
• Health Care Coverage
• Education Reimbursement
• Competitive Paid Time Off
• Self-Care Days
• National Holidays
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time
• Charitable contribution match
• Monthly Wellness or Home Office Reimbursement/ Access to Modern Health (mental health platform)
• Parental Leave
• Retirement Plan with match/contribution (varies by country)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level