Team Lead, Order Management (Philippines Remote)

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

Order Management sits within the Order to Cash (OTC) function in Finance and is responsible for converting executed commercial agreements into accurate, compliant and billable system orders.

The Team Lead, Order Management provides operational leadership for the Philippines-based delivery team, ensuring disciplined execution, high-quality order processing and adherence to financial controls. The role leads the day-to-day operation, creating a high-performing team culture while ensuring service levels, quality standards and business priorities are consistently achieved.

Purpose of the Role

The Team Lead is responsible for leading the daily operation of the Philippines-based Order Management team.

Working in partnership with the Manager, Order Management, the Team Lead provides visible leadership to the operation, ensuring workloads are effectively managed, service levels are achieved, team members are developed and operational risks are proactively addressed.

The role is empowered to make day-to-day operational decisions, act as the first point of escalation for operational matters and lead the team through changing business priorities while maintaining high standards of quality, compliance and customer service.

The Team Lead plays a key role in developing team capability, embedding continuous improvement and fostering an inclusive, accountable and collaborative team culture aligned with Turnitin's values.

Customers of the Role

Internal Customers

• Sales (GTM)
• Sales Operations / Revenue Operations
• Billing
• Revenue / Revenue Accounting
• Collections
• Finance Systems
• Product
• FP&A
• Legal

External Impact
Although not directly customer-facing, the role has a significant impact on customer experience through accurate order execution, timely processing, reduced billing issues and efficient service activation. 

Cross-Functional Working Relationships

This role works closely with:

• Billing – to ensure clean order-to-invoice conversion
• Revenue Team – to support compliant revenue recognition inputs
• Sales Operations / Revenue Operations – to improve upstream deal hygiene
• Finance Systems – to support workflow and system optimisation
• GTM leadership (as required) – for resolution of operational matters

The Team Lead builds strong operational relationships across these functions to ensure effective execution while escalating broader functional or strategic matters through the Manager. 

Alignment to OKRs

This role supports the Finance objective of improving operating leverage, strengthening cash generation and delivering an efficient, scalable Order to Cash function.

The Team Lead contributes by:

• Delivering consistent SLA performance.
• Improving order quality and right-first-time processing.
• Reducing downstream billing errors and rework.
• Supporting efficient revenue conversion.
• Developing a high-performing operational team.
• Embedding continuous improvement and operational excellence..

Responsibilities: Operational Leadership & Delivery

• Lead the day-to-day operation of the Philippines-based Order Management team.
• Allocate and balance workloads to achieve SLAs and operational priorities.
• Monitor queue health and operational performance throughout the day.
• Ensure timely and accurate processing of sales orders, amendments, renewals and partner transactions.
• Support month-end and quarter-end operational readiness.
• Act as the first point of escalation for operational issues.

Performance Management

• Drive team performance through KPIs, SLAs, quality measures and productivity metrics.
• Monitor operational trends and implement corrective actions where required.
• Maintain a strong focus on accuracy, quality and customer outcomes.
• Provide regular operational updates and performance insights to the Manager.
• Identify risks and recommend actions to improve operational performance.

Control & Risk Management

• Reinforce adherence to Order Management policies, procedures and financial controls.
• Monitor accuracy, rework and exception trends.
• Ensure compliance with revenue recognition and contractual requirements at order intake.
• Maintain Standard Operating Procedures and support audit readiness.
• Escalate operational risks appropriately.

Continuous Improvement

• Identify opportunities to improve operational efficiency and service delivery.
• Support implementation of process improvements and automation initiatives.
• Encourage innovation and best practice sharing across the team.
• Promote root-cause analysis to eliminate recurring operational issues.

Commercial Partnership

• Work collaboratively with Sales, Sales Operations and Revenue Operations to resolve order-related queries.
• Provide structured feedback on upstream deal hygiene and data quality issues.
• Support operational readiness for new commercial initiatives and product changes.
• Reinforce disciplined execution aligned to commercial guardrails.

People Leadership

• Lead, coach and develop a high-performing and engaged team.
• Conduct regular 1:1s, coaching sessions and performance reviews.
• Foster a culture of accountability, ownership, collaboration and continuous learning.
• Support recruitment, onboarding and capability development.
• Recognise and develop talent while addressing performance concerns constructively.
• Build an inclusive team environment aligned with Turnitin's values.

Stakeholder Partnership

• Build effective operational relationships with Sales, Sales Operations, Revenue, Billing, Product and Finance Systems.
• Resolve operational queries professionally and collaboratively.
• Provide feedback on recurring operational issues impacting service delivery.
• Escalate broader functional issues to the Manager where appropriate.

Development Goal

• Develop broader leadership capability across global operations, stakeholder management and operational excellence while preparing for future progression into broader management responsibilities. 

Qualifications

Requirements:

Education & Experience

• Bachelor's degree in Finance, Business or a related discipline, or equivalent practical experience.
• 3–5 years' experience in Order Management, Commercial Operations or SaaS operational environments.
• Previous experience leading or supervising operational teams.
• Experience within a control-focused, compliance-driven environment.

Systems Knowledge

• Working knowledge of Salesforce.
• Experience managing the order lifecycle from CRM through ERP.
• Understanding of subscription business models and basic revenue recognition principles.
• Familiarity with ERP systems (NetSuite advantageous).
• Comfortable using operational reporting and performance dashboards.

Other Qualifications / Experience

• Demonstrated experience leading operational teams in a fast-paced environment.
• Proven ability to manage performance using KPIs, SLAs, quality metrics and productivity measures.
• Experience coaching, mentoring and developing individuals with varying levels of experience.
• Excellent written and verbal communication skills.
• Strong stakeholder management skills with the confidence to communicate professionally across all organisational levels.
• Demonstrated ability to prioritise competing demands and remain effective under pressure.
• Experience working within globally distributed or offshore operations.
• Experience leading teams operating across multiple working patterns or shifts is desirable.
• Comfortable working within a remote-first, globally distributed organisation.

Tii Elements:

1. Value Based Leadership
   Creates an inclusive, respectful and supportive environment that reflects Turnitin's values. Treats colleagues with empathy, professionalism and fairness while fostering accountability and trust. 
2. Operational Excellence
   Leads with discipline and consistency, ensuring high standards of service delivery, quality and operational performance. 
3. Communication and Influence
   Collaborates and communicates clearly and confidently with team members and stakeholders. Builds credibility through transparency, professionalism and constructive challenge. 
4. Ownership & Accountability
   Takes ownership of operational outcomes, proactively addresses issues and delivers on commitments.
5. Adaptability & Resilience
   Remains calm and solutions-focused when managing changing priorities, peak workloads and operational challenges. 
6. Transformation Mindset
   Encourages improvement, supports simplification and contributes to continuous operational enhancement.
7. Global Team Leadership
   Successfully leads a globally distributed team operating across a 24/5 support model. Provides effective leadership through flexible working patterns and core leadership hours, ensuring appropriate visibility, coaching and decision-making across the operation while focusing on outcomes rather than fixed schedules. 

Additional Information

Total Rewards @ Turnitin
At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• Self-Care Days
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!

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