Director, Global Order Management (Customer Service)

Ichor is seeking a Director, Global Order Management to lead and transform its global order management function across multiple regions and manufacturing sites. Reporting to the VP, Sales Operations based in the US, this role will execute the global order management strategy and drive operational excellence and customer service performance across the order management lifecycle, ensuring alignment between customer demand, commercial commitments, and operational capabilities.

The successful candidate will implement a scalable global operating model, standardize processes and governance, and drive ERP-enabled transformation and continuous improvement to enhance order accuracy, delivery performance, customer satisfaction, and operational efficiency. Working closely with Sales, Program Management, Supply Chain, Planning, Operations, Finance, and IT, the Director will strengthen cross-functional collaboration, improve execution visibility, and build a high-performing global team to support Ichor's growth and deliver on customer commitments.

**This role is based in Singapore on a local package. Candidates based in Singapore/Asia are highly preferred.

Responsibilities

Global Order Management Leadership

• Lead global order management teams, establishing clear organizational structures, responsibilities, service standards, and performance expectations across regions, customers, sites, and product lines.
• Lead execution of the global order management strategy and contribute to its development, ensuring alignment with business objectives, customer requirements, and anticipated growth.
• Oversee resource planning, departmental budgets, organizational capabilities, and regional coverage to ensure effective and scalable operations.
• Establish consistent global policies, procedures, and operating standards while accommodating regional business and customer requirements.
• Establish and maintain global key performance indicators to measure order accuracy, processing efficiency, backlog health, customer responsiveness, productivity, and customer satisfaction.
• Develop reporting and management review processes that provide visibility into operational performance, emerging risks, and improvement opportunities.
• Recruit, develop, coach, and retain high-performing employees through regular feedback, individual development plans, and succession planning.
• Establish consistent training, onboarding, and competency development programs to strengthen global order management capabilities.

Order Management and Execution

• Oversee the order management lifecycle, including order entry, validation, acknowledgments, modifications, backlog management, and customer communication through fulfillment.
• Partner with Sales, SIOP (Sales, Inventory and Operations Planning), and cross-functional stakeholders on forecasting, order booking, and order-date maintenance to align customer expectations with execution capabilities, ensure reliable commitments, and resolve issues promptly.
• Establish and maintain effective controls to ensure order accuracy, pricing compliance, customer master data integrity, and adherence to company policies.
• Proactively identify and resolve order-related issues, including changes in customer demand, delivery commitments, order discrepancies, and billing escalations.
• Drive improvements in order processing efficiency, backlog visibility, and execution reliability across global operations.

Customer Service Excellence

• Establish and maintain consistent customer service standards that support responsive communication, timely issue resolution, and a positive customer experience.
• Ensure effective coordination of inbound customer inquiries relating to new orders, existing orders, delivery schedules, and order status.
• Develop proactive processes for identifying potential customer issues, communicating risks, and coordinating appropriate resolutions with internal stakeholders.
• Establish clear escalation procedures and accountability for resolving customer concerns.
• Leverage customer feedback, service performance metrics, and operational trends to identify opportunities to improve customer satisfaction and service quality.
• Promote a customer-focused culture that balances responsiveness to customer needs with operational and commercial objectives.

Systems, Process Improvement and Transformation

• Lead the global standardization and continuous improvement of order management processes, systems, and controls, applying root-cause analysis to eliminate recurring issues and driving change management, documentation, and user adoption to sustain results.
• Drive ERP-enabled improvements and automation to reduce manual activities, improve data accuracy, shorten processing cycles, and support business growth.
• Partner with IT and functional stakeholders to identify, prioritize, and implement enhancements to order management systems, reporting tools, and customer master data processes.

Requirements

• Bachelor's degree in Business Administration, Science, Supply Chain Management, or a related discipline.
• 10 years of relevant experience in order management, customer operations, customer service, supply chain, or a related function, preferably within the manufacturing or semiconductor industry.
• 5 years of management experience leading geographically distributed teams and/or managers across multiple regions, with a proven ability to establish consistent operating practices across locations.
• Comprehensive knowledge of order-to-cash processes, customer service operations, and associated business controls to support customer delivery requirements.
• Demonstrated experience improving order management processes, implementing operational controls, and leading ERP or business systems transformation, automation, and organizational change initiatives.
• Strong knowledge of ERP, MRP, and reporting platforms, including SAP, Oracle, Agile, or comparable enterprise systems.
• Experience executing and contributing to global functional strategies and implementing organizational structures and performance management frameworks.
• Strong analytical and problem-solving capabilities, with the ability to interpret operational data, identify trends, and implement sustainable improvements.
• Excellent verbal and written communication skills, with the ability to influence stakeholders and establish effective cross-functional partnerships.
• Strong customer orientation with the ability to balance customer expectations, operational capabilities, and broader business objectives.
• Demonstrated ability to develop talent, build team capabilities, and foster accountability and collaboration.
• Sound judgment, integrity, and discretion in handling confidential and commercially sensitive information.
• Certifications or formal training in Lean Six Sigma, DMAIC, Agile, or Program Management is preferred.

Why Join Ichor

• Competitive Rewards & Benefits – AWS, quarterly variable bonus, employee stock purchase plan, medical, dental, optical benefits, and shift allowance where applicable.
• Be Part of the Semiconductor Industry – Support advanced semiconductor manufacturing through innovative products, precision manufacturing and critical technologies.
• Learning & Developmen t – Build your skills through hands-on experience, on-the-job learning, training and education upgrading support.
• Career Development – Take on new challenges and build your career with a global organization that recognises and rewards your contributions.
• People & Culture – Be part of an inclusive workplace that values innovation, collaboration, operational excellence, honesty, reliability and employee wellbeing.