Owens & Minor is a global healthcare solutions company providing essential products, services and technology solutions that support care delivery in leading hospitals, health systems and research centers around the world. For over 140 years, Owens & Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere, Life Takes Care™.

Global Reach with a Local Touch

• 140+ years serving healthcare

• Over 14,000 teammates worldwide

• Serving healthcare partners in 80 countries

• Manufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland

• 40+ distribution centers

• Portfolio of 300 propriety and branded product offerings

• 1,000 branded medical product suppliers

• 4,000 healthcare partners served

Benefits

• Comprehensive Healthcare Plan - Medical, dental, and vision plans start on day one of employment for full-time teammates.

• Educational Assistance - We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.

• Employer-Paid Life Insurance and Disability - We offer employer-paid life insurance and disability coverage.

• Voluntary Supplemental Programs – We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.

• Support for your Growing Family – Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.

• Health Savings Account (HSA) and 401(k) - We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.

• Paid Leave - In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave – including parental leave.

• Well-Being – Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs – all at no cost to you.

Position Summary

The Manager, Order Management Operations, supports Order Management and Customer Service by coordinating complex customer requirements, onboarding and offboarding activities, and process and system initiatives. This role works to standardize processes while also ensuring that non-standard requests and operational changes are clearly defined, feasible, and consistently executed.

Working cross-functionally with Customer Service, Commercial, and Operations, this position provides structure, documentation, and visibility for exception-based work, tactical support during business disruption events, and supports the Director of Order Management in maintaining operational consistency and readiness.

Key Responsibilities

Special Orders & Exception Management

• Review and coordinate non-standard or complex customer order requests that fall outside established processes
• Document requirements, dependencies, and operational impacts of special orders
• Partner with Customer Service, Operations, and Commercial teams to ensure accurate setup and execution
• Provide visibility into risks, constraints, and requirements, escalating to leadership as needed

Customer Onboarding & Offboarding Support

• Manage onboarding of new or complex customer accounts by validating account setup, system configuration, and operational readiness
• Develop and maintain onboarding materials, including process flows, FAQs, and readiness documentation
• Assist with hypercare activities to stabilize service delivery following go-live
• Coordinate offboarding and account transitions, ensuring accurate system updates, timing, and communication

Process Improvement, UAT & Implementation

• Provide User Acceptance Testing (UAT) for system and process changes impacting Order Management, Customer Service, and supporting operations.
• Develop test scenarios, track defects, and ensure issues are resolved prior to implementation
• Coordinate the rollout of new processes and tools, ensuring alignment across impacted teams
• Identify process gaps and recommend improvements to enhance operational efficiency and service delivery

Documentation & Process Standardization

• Create and maintain standard operating procedures (SOPs), workflows, and process documentation
• Ensure documentation reflects current processes and is accessible to Customer Service and Operations teams
• Support standardization of recurring exception-based work into defined processes where appropriate

Operational Alignment & Data Integrity

• Ensure accuracy of account structures, affiliations, and system configurations related to  ongoing operations
• Partner with internal teams (e.g., Compliance, Finance, IT) to resolve data and setup inconsistencies
• Provide input on operational capabilities and constraints to support alignment between customer requirements and service delivery
• Partner with data analytics team to set up and validate KPIs for Customer Care organization and active initiatives

Education & Experience

• Bachelor’s degree in Business, Supply Chain, or related field preferred
• 4–6 years of experience in Customer Service, Order Management, Operations, or related function
• Experience supporting cross-functional initiatives and process improvements
• Experience in healthcare distribution, supply chain, or regulated environments preferred

Knowledge, Skills & Abilities

• Strong understanding of Order Management and Customer Service processes
• Ability to manage multiple priorities and coordinate across teams
• Strong documentation and process-mapping skills
• Analytical mindset with ability to assess operational impacts and identify risks
• Effective communication skills, with ability to convey operational requirements clearly

Role Clarification

This role does not own final decision-making authority for customer commitments or operational exceptions. Instead, it is responsible for ensuring that requests, processes, and system changes are clearly defined, documented, and evaluated for operational feasibility, with risks and constraints escalated to leadership for decision-making.

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.