Head of Operations & Business Management

JOOLA is seeking for a Senior Manager - Operations that will serve as a strategic, cross-functional leadership role that owns the end-to-end Order-to-Cash (O2C) cycle. This person is the operational nerve center of the business – ensuring orders are processed accurately, compliance is managed proactively, and the customer experience is consistently high. They serve as the primary liaison between Operations and other department heads including Sales, Finance, and Product, and are accountable for the performance of the order management, compliance, and customer service functions.

As an official table tennis sponsor for three Summer Olympic Games and the official sponsor of pickleball's top athletes and the Professional Pickleball Association (PPA), the team at JOOLA combines its storied expertise with fresh perspectives to bring innovation to both sports.

JOOLA creates a variety of equipment, apparel, and accessories for both table tennis and pickleball players, professional and recreational. With offices in US, Germany, Brazil, and China, JOOLA has a global presence and wide distributor network.

It is an accountability, strategy, and alignment role that requires a leader who can operate confidently at the executive level while keeping their teams grounded in disciplined day-to-day execution.

Order-to-Cash Performance

Own O2C KPIs end-to-end – order accuracy, OTIF, ASN accuracy, processing cycle time – and report performance to leadership on a regular cadence

Set workflows, decision frameworks, and order prioritization logic for the order management team

Partner with the Order Management Lead to ensure the China-based OM team is aligned, supported, and meeting targets

Oversee US hours and holiday coverage coordination to ensure no gaps in order processing

Compliance & Chargebacks

Own the retail compliance strategy across all wholesale and retail channels

Lead chargeback dispute and recovery process in partnership with the Compliance & Chargebacks Specialist

Monitor customer compliance scorecards and drive corrective action before penalties accumulate

Serve as the primary Operations representative in cross-functional leadership meetings

Proactively surface operational risks and dependencies to Sales, Finance, and Product

Partner with the Business Process Manager on process improvement priorities across the O2C pipeline

Experience: 6–9+ years in operations, supply chain, or O2C roles; 3+ years in a people management or cross-functional leadership capacity

Bachelor's degree in Business Administration, Operations Management, Supply Chain, Information Systems, Industrial Engineering, or a related field. Strong command of end-to-end O2C workflows – order entry, EDI, fulfillment coordination, invoicing, compliance, chargebacks

Retail Compliance: Direct experience managing retail compliance and chargeback disputes with major accounts (Walmart, Target, DSG, etc.)

Leadership: Proven ability to lead distributed and international teams; Tools: Familiarity with ERP/OMS systems (NetSuite preferred), EDI platforms, and reporting/analytics tools

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