Business Title Order Fulfillment Manager - NA & LAS ISG SSC

About the Role The Order Fulfillment Manager leads the North America and Latin America ISG Service Supply Chain fulfillment organization, ensuring end-to-end execution of service order fulfillment, backlog management, logistics operations, provider governance, customer escalations, and operational transformation initiatives. This role is responsible for managing a regional team supporting customer service delivery

across North America, Latin America and offshore countries while driving operational excellence, customer satisfaction, process compliance, automation, and cost optimization. The position partners closely with Service Delivery, Global Fulfillment, Planning, Logistics, Procurement, IT Development, Finance, Trade Compliance, and external logistics providers including DHL, LOAD, Netser and Proxxi. This position is hybrid and based in Monterrey, Mexico. What You'll Do People Leadership & Organizational Development Lead and develop a regional fulfillment organization supporting North America and Latin America. Manage workload balancing, employee development, succession planning, performance management, and team engagement. Guide the team in operational decision making, problem solving, customer escalations, and process improvement initiatives. Establish backup coverage plans and operational continuity across the fulfillment organization. Order Fulfillment & Backlog Management Lead end-to-end fulfillment operations for ISG Services orders across North America and Latin America. Drive daily order tracking, backlog reviews, aging management, prioritization, and recovery plans. Ensure customer delivery commitments and service level agreements are achieved. Partner with planning and inventory teams to resolve material shortages and allocation constraints. Monitor backlog performance and communicate operational status to leadership. Operational Governance & Service Delivery Support Oversee daily fulfillment and PED support operations. Conduct regular operational reviews with internal stakeholders and service delivery organizations. Drive cross-functional collaboration to improve service execution and customer experience. Serve as escalation point for critical customer-impacting issues across NA and LAS operations. Customer Escalation Management Lead resolution of critical customer fulfillment escalations. Coordinate recovery efforts across fulfillment, logistics, inventory, field services, and service delivery organizations. Provide executive communication and status updates for high-priority situations. Implement corrective and preventive actions to eliminate recurring operational issues. Business Reporting & Performance Management Develop and present regional backlog, fulfillment, and operational KPIs. Present recurring executive updates during operational reviews and leadership calls. Analyze performance trends and identify improvement opportunities. Support financial reviews and operational cost reporting activities. Process Improvement & Automation Identify and implement automation opportunities to improve operational efficiency. Standardize procedures and documentation across fulfillment operations. Develop training materials and support adoption of new operational processes. Drive initiatives focused on productivity improvement, operational scalability, and customer satisfaction. Digital Transformation & Systems Projects Lead fulfillment participation in regional and global transformation initiatives. Collaborate with IT, developers, business process owners, and external service providers to implement operational enhancements. Drive fulfillment-related system integrations and visibility improvements across logistics providers and Lenovo platforms Cost Optimization Identify and execute projects that reduce operational costs while maintaining service quality. Required Qualifications Education Bachelor's degree in Supply Chain Management, Logistics, Industrial Engineering, Business Administration, Operations Management, or related field. Experience 5+ years of experience in Supply Chain, Fulfillment, Logistics, Operations, or Service Supply Chain functions. 3+ years of people leadership experience. Experience managing fulfillment operations across multiple countries and stakeholders. Experience working with third-party logistics providers and outsourced operational partners. Experience leading operational transformation and systems implementation projects. Technical Skills Strong knowledge of order fulfillment, service logistics, inventory management, transportation, and supply chain operations. Advanced understanding of fulfillment KPIs and backlog management. Experience with SAP, ERP systems, logistics platforms, and reporting tools. Strong analytical and problem-solving capabilities. Advanced Microsoft Excel and Power BI skills preferred. Leadership Competencies Strong customer focus and sense of urgency. Excellent stakeholder management and communication skills. Ability to lead through ambiguity and operational complexity. Data-driven decision making. Continuous improvement mindset. Strong project management and execution capabilities. Languages Fluent English. Spanish required. Preferred Qualifications Experience in technology, services, infrastructure, or aftermarket supply chain environments. Experience supporting both North America and Latin America operations. Experience managing outsourced fulfillment and logistics service providers. Lean Six Sigma certification. Experience with automation and digital transformation initiatives. Experience leading UAT, deployment, and operational readiness activities for system implementations.