Order Management Analyst

Summary

Join TrueCar as an e-commerce Order Management Analyst to lead and oversee the order management function, ensuring operational excellence and aligning order fulfillment with company goals and customer expectations. You will drive process optimization, enhance systems, and monitor key performance indicators (KPIs). This role involves managing escalations, providing data-driven insights, and mentoring junior analysts. The position requires strong analytical and problem-solving skills, proficiency in ERP and CRM systems, and experience in a fast-paced e-commerce environment. Leadership experience and familiarity with the auto industry are preferred. TrueCar offers a remote work environment with excellent benefits, including 100% employer-paid health insurance, a 401(k) plan, equity, and generous PTO.

Requirements

• Demonstrated success in order management, supply chain operations, or sales operations, with experience in a leadership or supervisory role
• Proven experience in a fast-paced, high-volume manufacturing, retail, or e-commerce environment
• Advanced proficiency in ERP systems (e.g., SAP, Oracle, NetSuite) and CRM tools (e.g., Salesforce)
• Strong analytical and problem-solving skills; ability to derive insights from data and act strategically
• Proficiency in data visualization or BI tools (e.g., Tableau, Power BI)
• Excellent communication and stakeholder management skills

Responsibilities

• Lead and oversee the e-commerce order management function, serving as the subject matter expert for systems, policies, and processes
• Collaborate cross-functionally with Product, Operations, Support, Engineering, and third-party vendors to streamline the order-to-fulfillment process and resolve operational roadblocks
• Develop, implement, and optimize order management workflows, Standard Operating Procedures (SOPs), and best practices
• Lead or support system enhancements, User Acceptance Testing (UAT), integrations, and digital transformation initiatives related to ERP and CRM platforms
• Own and track key performance indicators (KPIs) related to order accuracy, fulfillment lead times, backlog, and customer satisfaction
• Monitor order patterns for anomalies and trends, analyze order cycle times to identify and address delays, and analyze order accuracy rates and exceptions to implement systemic fixes
• Define and track metrics like Order Fill Rate and Perfect Order Rate, creating automated dashboards for executive decision-making
• Manage escalations and complex order scenarios, including financial issues, dealership support, technical support, last-mile delivery, titling and registration, and special customer requests
• Analyze service level agreement (SLA) adherence and order-related complaints to provide insights that improve customer experience
• Develop and integrate real-time and historical order data into forecasting models, supporting sales and inventory planning
• Provide regular reporting and strategic insights to senior leadership on order trends, operational bottlenecks, revenue implications, and cost-benefit analyses for system/process upgrades
• Mentor and develop junior analysts or coordinators, fostering a culture of accountability and continuous improvement

Preferred Qualifications

• Experience working in a complex B2B and B2C environment is preferred
• Familiarity with auto-industry trade terms, operations, compliance, and logistics coordination is preferred
• Project management experience is preferred
• Experience leading process improvement initiatives (e.g., Lean, Six Sigma, Agile methodologies) is preferred

Benefits

• 100% employer-paid health, vision, and dental premiums
• A 401(k) plan with company contributions
• Equity
• A wellness reimbursement account
• Learning & development reimbursement opportunities
• Flexible PTO for exempt TrueCar Crew Members and a generous PTO accrual policy for non-exempt TrueCar Crew Members, in addition to 14 company-paid holidays and 2 floating holidays