Manager – Order Management

About the job
Company Overview

At Nysonian, we exist to build the next generation of global lifestyle brands—brands that inspire how people travel, move, and live. We believe the future belongs to companies that create not just products, but experiences that empower people worldwide.

From luxury travel to fitness and wellness, our portfolio is growing fast:

• NOBL Travel — one of the fastest-growing luggage brands, redefining modern travel with design, durability, and style
• FLO Pilates — the world's leading Pilates brand, bringing the practice into homes and wardrobes everywhere
• REDGE Fit — a new standard in at-home strength training, making performance accessible to all

Behind these brands is our full-stack D2C platform: manufacturing, distribution, and a growing tech team building the apps and digital infrastructure that power seamless customer experiences.

With $150M+ in annual revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we've proven what's possible in just a few years. But we're only at the beginning—this is a chance to shape brands that will define the next decade.

Position Overview

We are looking for an experienced and proactive Manager – Order Management & Aftersales Services to oversee the seamless flow of operations between warehouses, customer support, and internal data systems. This role is responsible for managing the full order lifecycle and aftersales processes, ensuring customer queries are resolved promptly, and driving operational efficiency. The manager will act as the bridge between customer-facing teams and backend operations, while leading a team to deliver consistent service excellence.

Key Responsibilities
Order Management & Aftersales Services

• Oversee the end-to-end order lifecycle from placement to delivery, ensuring accuracy and timeliness.
• Lead aftersales functions, including returns, exchanges, refunds, and warranty support, ensuring compliance with SLAs and policies.
• Collaborate with warehouses, logistics partners, and operations teams to resolve delivery and fulfillment issues.
• Ensure customer support teams have accurate, real-time information to handle customer interactions.

Cross-Functional Query Resolution

• Act as the central escalation point for customer support and operations queries.
• Assign and resolve issues by directing them to the appropriate team (warehouse, logistics, operations, support).
• Track query resolution timelines and drive root-cause analysis for recurring issues.

Data Flow & Insights

• Own the data exchange between customer support and operations — ensuring accurate reporting of issues, escalations, and resolutions.
• Analyze operational and aftersales data to highlight trends, pain points, and process gaps.
• Provide actionable insights to leadership to enhance customer experience and efficiency.

Leadership & Team Management

• Lead, mentor, and develop a team of order management and aftersales specialists.
• Build a culture of accountability, collaboration, and customer-first thinking.
• Train teams on updated SOPs, escalation protocols, and customer handling best practices.
• Ensure high performance through clear goal setting, continuous feedback, and performance reviews.

Process & System Improvements

• Partner with tech teams to enhance OMS, CRM, and warehouse systems for better query handling and visibility.
• Implement process automation and SOPs to minimize escalations and reduce manual intervention.
• Continuously refine policies to balance customer satisfaction with operational efficiency.

Key Requirements

• Bachelor's degree in Business, Operations, Supply Chain, or related field; MBA preferred.
• 6–10 years of experience in e-commerce order management, aftersales services, or operations, with at least 3 years in a leadership role.
• Strong understanding of warehousing, logistics, customer support operations, and OMS/CRM systems.
• Proven leadership skills with the ability to manage, coach, and inspire cross-functional teams.
• Analytical mindset with strong problem-solving skills.
• Excellent communication and interpersonal skills for managing internal and external stakeholders.

Performance Indicators (KPIs)

• Query resolution turnaround time (TAT) and SLA adherence.
• Accuracy of data flow between operations and customer support.
• Aftersales resolution rate (returns, refunds, exchanges).
• Customer satisfaction scores (CSAT, NPS).
• Reduction in repeat escalations.
• Team engagement and performance.

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