Director, Order Management

NewAge Products is hiring a Director, Order Management to ensure every order from our website and retail partners (Home Depot, Costco, Lowe’s and others) reaches the right distribution center and carrier quickly, accurately and at the lowest cost. In the near term, this leader will assess our current order flow and decide the best route to a scalable, automated order management capability: selecting an OMS from an external provider, adopting an AI-enabled off-the-shelf platform, or building in-house. They will then lead the implementation or build, including connections to our ERP, warehouses, carriers and retail partners. Over the long term, they will lead our five-person remote team in moving from manual routing to an operation where automation routes most orders and the team focuses on exceptions and improvement. The successful candidate is a hands-on builder with experience in order automation, AI integrations and optimization, and leading a team.

RESPONSIBILITIES:

Daily Order Routing & Operations

• Own the full order flow, from intake and validation to choosing the DC and carrier, release and ship confirmation, across all channels.
• Ensure every order is fulfilled with the most cost-effective DC and carrier combination while meeting delivery promises and retailer requirements.
• Lead the Order Fulfillment team. Set KPIs and service levels for order accuracy, cycle time, fill rate and exception resolution.
• Own retailer compliance: routing guides and ship-confirmation timing; reduce chargebacks and retailer fees.
• Resolve escalations and edge cases that automation and standard processes do not handle, and fix what causes them so they stop happening.

Order Management Strategy & Platform Decision

• Assess our current order flow, systems and pain points, and define the target design for order management, covering growth, peak volume and new sales channels.
• Evaluate the options and decide the path: an OMS from an external provider, an off-the-shelf AI-enabled platform, an in-house build, or a combination. Recommend the approach with a full business case: total cost of ownership, implementation risk, speed to value, flexibility for future needs and the cost of supporting it.
• Write the business requirements and, where buying, the RFP. Shortlist and evaluate vendors using scripted demos, reference checks and proofs of concept.
• Negotiate commercial terms, SLAs, data ownership and exit terms.

Implementation, Build & Architecture

• Lead implementation or build with IT, Warehousing, Outbound Freight and Finance: configuration, routing logic, integrations, testing, training and a phased go-live with no disruption to live orders.
• Build hands-on: create and refine automations, routing rules, integrations and AI agents directly, rather than only specifying them for others.
• Own the design of how systems connect: OMS ↔ ERP ↔ WMS/3PLs ↔ TMS/carriers ↔ retailer and marketplace platforms. Decide where to use APIs, EDI or middleware.
• Design rules for order routing: which DC ships each order and with which carrier, based on cost, delivery promise, inventory position and retailer requirements.
• Build a repeatable onboarding process for new retailers and marketplaces: requirements, field mapping, testing, certification and go-live. Track and cut onboarding time.

Data, Analytics & AI

• Own dashboards for automatic-routing rate, order accuracy, cycle time, fill rate, chargebacks, retailer fees and cost to serve.
• Use AI and automation to remove manual work in order routing, exception handling and reporting, with clear controls, monitoring and human review for what automation cannot resolve.
• Turn analysis into business cases and recommendations for leadership.

Team Leadership & Automation Adoption

• Lead and develop a five-person remote order team. Set clear KPIs, routines and accountability across time zones.
• Lead the shift from manual routing to automated routing. Increase the share of orders routed with no manual touch, and narrow the team’s work to exceptions, quality checks and improving the routing rules.
• Train the team to use the new platform and automation fully, and keep routing rules and logic current as products, DCs, carriers and retailers change.
• Report the automation rate, accuracy and team productivity to leadership, with clear targets.
• Act as the main systems contact for retail partners’ drop-ship and integration teams.

TRAVEL REQUIREMENTS:

• Travel to the Toronto Experience Centre approximately 6 times per year
• Travel within Canada and US will be required based on business needs

REQUIREMENTS:

• 5+ years in order management systems, ecommerce/retail systems or supply chain technology, including 3+ years leading teams.
• Required: Hands-on builder: has personally built or configured automation, integrations or AI-enabled workflows (for example with low-code tools, scripting or APIs), not only specified or managed them.
• Required: Has run high-volume, multi-DC order routing and increased automation, with measurable gains in the share of orders routed without manual work.
• Required: Led or played a central role in an OMS selection and implementation through go-live.
• Required: Hands-on experience connecting retail partners or marketplaces through API, EDI and drop-ship middleware, including onboarding new trading partners from setup to go-live.
• Experience weighing build-versus-buy decisions for order management or automation, including AI-enabled platforms.
• Working knowledge of the current OMS market (e.g., Manhattan, Fluent Commerce, Kibo, IBM Sterling, NetSuite OMS, Deck Commerce) and the drop-ship/integration platform market.
• Strong understanding of how OMS, ERP, WMS, TMS and 3PL systems exchange data. Comfortable reading API documentation, EDI specifications and field mappings, and working directly with developers and integration partners.
• Experience with high-volume B2C or drop-ship fulfillment across multiple DCs, including seasonal peaks.
• Practical experience using AI and automation to remove manual work, not just report on it.
• Sound judgment and a hands-on approach to resolving complex edge cases that automation and standard processes do not handle.
• Strong business-case, budgeting and vendor negotiation skills.
• Experience leading offshore or remote teams across time zones, including managing a shift from manual work to managing exceptions.
• Clear communicator who can lead change across IT, Operations, Finance and retail partners while daily operations keep running.
• Asset: Led at least one OMS selection end to end (requirements, RFP, vendor evaluation, contract) and its implementation through go-live. Be ready to walk through the vendors evaluated, why one was chosen and what you’d do differently.
• Asset: Experience with North American big-box drop-ship programs (Home Depot, Lowe’s, Costco, Wayfair, Amazon) and their compliance requirements.
• Asset: Big-and-bulky or LTL-delivered products; experience with 3PL integrations.
• Asset: Post-secondary education in Supply Chain, Information Systems, Business or a related field.

NEWAGE OFFERS:

• Salary and bonus is based on experience and highly competitive for the right candidate
  • This is an existing vacancy and the base salary range for this position, is estimated to be $180,000 to $220,000 annually (CAD) at the time of the posting.
• Benefits package
• An opportunity within a growing, fast-paced company, well established in its industry
• NewAge operates with a remote-first culture across much of the organization with occasional travel as outlined above.

HOW TO APPLY:

If you’re intrigued by job profile described above, we invite you to apply with your resume and cover letter illustrating how you would be an ideal fit with our team. We thank all interested candidates for applying and will contact those who qualify for an interview. No phone calls please. Offers of employment are contingent on the successful completion of a thorough background check.

NewAge Products is an equal opportunity employer, committed to inclusion and diversity. We provide employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require any accommodation.

USE OF AI IN HIRING:

AI enabled tools may be used to support parts of the recruitment process. All hiring decisions are made by human reviewers.