Manager, Business Support and Monitoring

Manager, Business Support and Monitoring

City: Glen Burnie Country/Region: US

MANAGER, BUSINESS MONITORING & SUPPORT, Pandora AME Operations

As the largest jewelry brand in the world, we give a voice to millions of people's loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives. Where original thinking is welcomed and can turn into a positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion. At Pandora, where you can craft far more than just an incredible career.

About the Team: The Pandora Operations team has a mission to provide the fastest and most accurate level of service to all internal and external customers, while closely managing operating expenses and striving for continuous improvement across all areas. This role will be responsible for monitoring end-to-end order visibility and performance, ensuring seamless flow from order placement through warehouse fulfillment to invoicing. Serving as a subject matter expert, this team member will combine business process expertise with strong systems knowledge to be the trusted partner in critical operational situations at the Distribution Center.

Your Role as Manager, Business Monitoring & Support:

• Monitor supply chain application interfaces and order entry systems daily to ensure system stability and uninterrupted order flow.
• Serve as first-line support by identifying, troubleshooting, and resolving integration issues to maintain seamless operational performance.
• Facilitate escalated incidents with Level 2 (L2) support teams, ensuring timely resolution and clear communication to stakeholders.
• Act as a Subject Matter Expert (SME) and Super User for ERP systems and system integration points across warehouse and supply chain operations.
• Lead and support change management initiatives for operational systems, including testing, rollout support, hypercare stabilization, and post-implementation optimization.
• Own escalation management processes, partnering across Digital & Technology (D&T) and Operations to drive structured root cause analysis and sustainable solutions.
• Develop and deliver training for Operations Super Users to strengthen system capability, adoption, and compliance.
• Collaborate with Operations leaders to understand business processes, identify improvement opportunities, and support execution of process optimization initiatives.
• Champion change and strategic problem-solving by influencing stakeholders, fostering strong cross-functional relationships, and driving continuous improvement.
• Partner with local and global teams to share best practices, support cross-functional initiatives, and contribute to projects across regions.
• Develop, maintain, and govern the Standard Operating Procedure (SOP) repository and electronic reference materials to ensure documentation accuracy and accessibility

What is needed to succeed:

• Bachelor's degree in IT, Supply Chain, Operations Management or related field
• 5+ years of experience supporting system integrations, configurations, and incident management within complex operational environments.
• Demonstrated experience in supply chain, warehouse operations, and/or control tower environments with end-to-end process visibility across enterprise platforms such as ERP, WMS and TMS systems
• Advanced proficiency in data analysis tools and business intelligence dashboards, with the ability to translate data into actionable operational insights.
• Proven ability to proactively diagnose complex issues, perform root cause analysis, and implement sustainable, scalable solutions.
• Track record of successfully supporting and leading cross-functional initiatives, influencing stakeholders across matrixed organizations
• Collaboration: Ability to collaborate well across functions and band levels
• Strong Communication: Clear and concise, with ability to adapt to audience, who can train and interact confidently with stakeholders, developers, and super-users
• Adaptable: Flexible in managing multiple priorities in an Agile environment while staying committed to deadlines
• Customer-Focused: Understands the importance of end-user satisfaction and prioritizes delivering functional, user-friendly solutions
• Resilience: ability to remain calm and deliver under pressure

Our Benefits:

We Dare! We offer robust compensation package including base and bonus, a 401K plan to help you secure your financial future

We Care! Pandora offers extensive benefits including: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D, anniversary gift cards, recognition program and product discounts!

We Dream! Pandora is fostering growth and crafting opportunities to support the business needs which learning and development programs, continuous feedback, LinkedIn learning, tuition reimbursement and more

We Deliver! PTO Package including: Vacation, Personal, Sick, Celebration days and Paid Holidays

Maryland Salary: $111,000 - $139,000 commensurate with experience

About Pandora: Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. Pandora jewellery is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores. Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewellery with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030.

Pandora's recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.

About Pandora NAM: The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 100 in our Logistics Center in Columbia, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores. Today, the USA is Pandora's single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.