The posting
Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We're a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future.
The Manager, GO Ops leads Customer Experience execution across assigned brands, channels, customers, and markets. The role is accountable for operational performance, people leadership, supplier governance, resource and capacity planning, risk management, process improvement, and delivery of customer and financial outcomes. The Manager translates commercial and supply-chain priorities into clear execution, removes barriers to order conversion, and drives simplification, automation, and continuous improvement.
About the Job
Operational Leadership and Order Conversion
- Lead accurate, timely, and compliant execution of customer orders across order types, channels, brands, and assigned markets.
- Set priorities for order-file review, allocation follow-up, release readiness, backlog management, order hygiene, and exception resolution to maximize demand conversion and shipment execution.
- Provide direction and approval for complex order scenarios, including prioritization, prepack activity, shipment adjustments, returns, cancellations, blocked orders, pricing, billing/invoicing, delivery, EDI, and customer-compliance exceptions.
- Partner with Sales, Allocation, Demand, Supply, Distribution, Logistics, Finance, Credit, EDI, AR, and IT to resolve constraints and protect requested delivery dates, revenue, profitability, and customer relationships.
- Proactively assess and escalate material risks, opportunities, service impacts, and mitigation options to leadership and business partners.
People Leadership, Capacity, and Operating Discipline
- Lead, coach, and develop Order Operations professionals; establish clear goals, decision rights, performance expectations, development plans, and accountability.
- Manage workload distribution, staffing, coverage, capacity, onboarding, and training to support business and customer needs.
- Build an inclusive, collaborative, service-oriented culture focused on ownership, analytical thinking, customer outcomes, compliance, and continuous improvement.
- Ensure the team follows approved SOPs, customer requirements, decision-authority matrices, 404B/SOX controls, audit requirements, and documented escalation paths.
Supplier and Service Governance
- Manage external service-provider performance and the day-to-day operating relationship, including SLAs, KPIs, quality, productivity, issue escalation, corrective actions, and continuous improvement.
- Lead governance reviews and ensure SOPs, training materials, controls, customer requirements, and process documentation are current and formally maintained.
- Coordinate change management for new customers, systems, policies, and processes, ensuring operational readiness and sustainable execution.
Transformation, Analytics, and Financial Stewardship
- Drive process improvement, simplification, standardization, automation, and digitalization across Global Order Operations.
- Use operational and financial analytics to identify conversion opportunities, customer-experience friction, risk, cost, and process gaps; translate findings into actionable plans.
- Oversee accurate, timely reporting for order conversion, fill rate, backlog, blocked orders, delivery, EDI, claims, returns, supplier performance, capacity, and service outcomes.
- Support resource planning and cost management while balancing service, control, customer, and financial requirements.
- Minimize company risk through disciplined monitoring and escalation of aging orders, claims and disputes research, compliance concerns, and legal or customer-impacting issues.
About You
- Bachelor degree or equivalent professional experience.
- 7-10+ years of relevant experience in Order Operations, Order Management, Customer Experience, Customer Service, supply chain operations, or Order to Cash; apparel or consumer goods experience preferred.
- Demonstrated people leadership, including coaching, performance management, staffing, workload planning, and team development.
- Experience managing an outsourced service provider or comparable third-party operating partnership.
- Strong SAP or comparable ERP knowledge and advanced Excel skills; experience converting operational data into decisions and executive-ready reporting.
- Demonstrated delivery of process improvement, standardization, automation, or digital transformation.
- Strong knowledge of end-to-end order management, customer requirements, returns, claims, billing/invoicing, AR/credit touchpoints, EDI, controls, and compliance.
- Excellent written and verbal communication, decision-making, problem-solving, prioritization, and stakeholder-influence skills.
Success Measures
- Delivery of revenue-conversion, service, quality, and customer-experience objectives.
- Timely resolution and prevention of high-impact order, delivery, billing, claims, and EDI issues.
- Achievement of supplier SLA/KPI commitments and sustainable corrective actions.
- Effective resource, capacity, coverage, and cost management.
- Demonstrated improvement in process efficiency, automation, controls, reporting, and risk reduction.
- Strong team capability, engagement, accountability, and development.
LOCATION
Mexico, D.F., Mexico
FULL TIME/PART TIME
Full time
