Manager, Order Management

Drake Software is a leading digital tax filing platform which offers customers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Drake Software is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.

This role will primarily support Drake Software as we provide the tools and support tax professionals need to build their businesses and attract new clients. We are an organization of problem solvers continually looking for solutions to support our customers. Our customers know they can rely on Drake Software for comprehensive product excellence and value.

Job Summary: We are seeking a highly motivated and detail-oriented Order Management Team Manager to oversee our order processing operations. This role requires a basic understanding of general accounting and the ability to effectively schedule and manage employees to ensure adequate phone coverage. The ideal candidate will have leadership experience, excellent problem-solving skills, and a customer-focused mindset.

Highlights:

• Location: Ideally onsite in Franklin, NC, where our current team is based. Hybrid schedule available for those within driving distance.
• Team: You’ll be stepping into a leadership role with a tight-knit team, helping shape best practices, refine scheduling, and drive KPIs that support growth—with plenty of room to make your mark.
• Experience: We’re especially interested in candidates with experience in call center leadership or workforce management, particularly those who bring a mix of strategic thinking and day-to-day operational know-how, and bonus points if you have prior experience in tax preparation or the financial software industry!
• You'll collaborate across departments (Finance, Sales, Support, etc.) to streamline processes, lead with empathy, and help ensure our order management function is efficient, accurate, and always customer-first.

Key Responsibilities:

• Lead and manage the Order Management team to ensure timely and accurate processing of customer orders.
• Oversee day-to-day operations, ensuring compliance with company policies and procedures.
• Develop and maintain efficient scheduling practices to ensure sufficient phone coverage and customer support.
• Collaborate with internal teams, including finance, sales, retention and customer support, to streamline order processing workflows.
• Monitor team performance, set goals, and provide coaching and feedback to team members.
• Maintain accurate records of transactions, payments, and invoices, ensuring adherence to accounting standards.
• Ensure that data is properly logged in CRM and Accounting systems.
• Identify and implement process improvements to enhance operational efficiency and customer satisfaction.
• Handle escalated customer inquiries and resolve issues in a professional and timely manner.
• Prepare and analyze reports on order processing metrics, providing insights and recommendations to senior management.
• Train and mentor team members to support professional growth and development.

Qualifications:

• Bachelor's degree in Business Administration, Accounting, Finance, or a related field preferred.
• 3 years of experience in order management, accounting, workforce management, customer service or a similar role.
• Prior call center management or call center workforce management experience highly preferred.
• General accounting principles and financial transactions.
• Experience with workforce scheduling and resource allocation to ensure efficient operations.
• Proficiency in order processing systems and accounting software.
• Excellent problem-solving and analytical skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Outstanding communication and interpersonal skills.
• Customer-focused mindset with a commitment to providing excellent service.

Preferred Qualifications:

• Experience in a call center or customer service environment.
• Familiarity with ERP or CRM (Salesforce) systems.
• Knowledge of tax preparation or financial software industry.

Why Join Drake Software?

• Competitive salary and benefits package.
• Collaborative and inclusive work environment.
• Opportunities for professional growth and career advancement.
• A culture that values innovation, teamwork, and excellence.

If you are a dedicated and results-driven professional with a passion for leadership and process optimization, we invite you to apply for this exciting opportunity at Drake Software!

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• call center management: 3 years (Preferred)
• Workforce management: 3 years (Preferred)
• billing team management: 3 years (Preferred)

Work Location: In person