Job Description

Position Overview:
MRI Software is seeking a highly skilled Order Management Team Lead to oversee a team of Order Management Specialists and drive accuracy, efficiency, and excellence across our Quote-to-Cash (QTC) process. This role is central to ensuring operational integrity, financial health, and a seamless experience for our Sales, Legal, and FinOps teams.
If you're a strong leader with deep order management expertise, exceptional attention to detail, and a passion for process improvement, this is an opportunity to make a significant impact.
As an Order Management Team Lead, you will manage the end-to-end order lifecycle for net new deals, renewals, expansions, decommissions, migrations, product swaps, and other client-portfolio changes. You will lead a high-performing team, resolve escalations, ensure data accuracy, and support Sales through quoting enablement, DealHub validations, and contract review.
You'll partner cross-functionally with Sales, Legal, Billing, AR, FP&A, Commissions, Professional Services, and other internal departments to ensure operational alignment and a timely month-end close. This role demands strong financial acumen, leadership capability, and the ability to thrive in a fast-paced, high-volume environment.
We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 2 days of remote work per week. This role is based in the Cape Town Office.
Please note that this position will be supporting the EMEA region and daylight saving time applies (08:30 - 17:00 SA time).
Responsibilities:
Team Leadership & Performance

• Lead, mentor, train, and support a team of Order Management Specialists.
• Conduct daily operational meetings and monitor team KPIs, productivity, accuracy, and turnaround times.
• Set and communicate performance goals; provide structured feedback and coaching.
• Identify skill gaps and develop training programs to elevate team competency.
• Drive continuous improvement, implementing best practices that enhance scalability and efficiency.

Operational & Transactional Excellence

• Review and approve opportunities, ensuring contractual accuracy within defined SLAs.
• Process order management requests, contract adjustments, and large site/container changes.
• Maintain contract container integrity (products, quantities, terms, dates) and resolve data discrepancies.
• Oversee license provisioning and account asset updates, ensuring precise system documentation.
• Support the month-end close by ensuring timely, accurate order processing.

Cross-Functional Collaboration

• Act as a trusted advisor to Sales, providing quoting guidance, QTC support, and DealHub validations.
• Partner with FinOps (Billing, AR), Legal, Sales Ops, FP&A, and others to ensure smooth workflows.
• Maintain strong communication and provide timely updates across all stakeholder groups.

Escalation & Issue Resolution

• Serve as the primary escalation point for order, contract, and data issues.
• Conduct investigations, root-cause analysis, and develop long-term solutions.
• Document all escalations and prepare reports on trends, resolution times, and corrective actions.
• Ensure timely and professional handling of all stakeholder concerns.

Process, Systems & Quality Control

• Lead process optimization initiatives and contributions to system enhancements and UAT.
• Champion data integrity across CRM and related systems.
• Enforce best practices, compliance standards, and process documentation.
• Support onboarding and continuous development of team members.

Skills/Requirements:

• 5+ years of Order Management, Sales Operations, Finance Operations, or related experience--preferably within SaaS or high-growth environments.
• Previous experience managing or leading a team.
• Strong understanding of order management processes, contracts, quoting workflows, and CRM systems (Salesforce experience preferred).
• Exceptional attention to detail, analytical ability, and problem-solving skills.
• Ability to manage large volumes of complex transactions with precision.
• Excellent communication skills and the ability to build strong cross-functional relationships.
• Advanced organizational and time-management skills; able to meet tight deadlines.
• High integrity, confidentiality, and professionalism under pressure.

We're obsessed with making this the best job you've ever had! We want our teams to love working here, so we've created some incredible perks for you to enjoy:

• We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events.
• Additionally, we value your input on your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Have confidence in your health with our offered Medical Aid Scheme.
• Invest in our competitive Personal Pension plan and help set you up for your future.
• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
• Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
• Further your professional development with our Tuition Reimbursement Schemes
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!

About Us
From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!
Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.
We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day.
At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.
Amazing growth requires amazing employees. Are you up to the challenge?
We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you!
MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.
We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!

Skills Required