3PL Order Management Lead

Galderma • Fort Worth, TX

16h

About The Position

The 3PL Order Management Lead is the internal business owner for customer-facing Order-to-Cash (O2C) operations, with primary responsibility for governance, performance management, and oversight of the Therapeutic Dermatology business operating through an outsourced O2C and distribution model. The role ensures that customer-facing processes meet service, compliance, operational, and customer experience expectations, and serves as the primary escalation and coordination point for customer-impacting O2C issues.

The position works with outsourced providers, distribution partners, and internal teams across Commercial, Supply Chain, Finance, Quality, Regulatory, specialty distribution, and 3PL operations. Its focus is supplier governance and operational oversight, with limited transactional execution and exception management as needed for in-line products and business continuity. It also supports Injectable Aesthetics O2C through performance monitoring, process governance, escalation management, continuity support, and limited transactional execution.

The role drives operational excellence, customer experience, consistent O2C execution, issue resolution, and accountability across the customer operations network. It is based in Miami, Florida. The posting describes standard office work, including extended computer use and virtual and in-person meetings; occasional travel may be required depending on business needs.

Requirements

• Bachelor's degree in Business, Supply Chain, Operations, Finance, or a related field.
• At least 5 years of experience in Customer Operations, Customer Service, Supply Chain, or Order-to-Cash operations.
• Experience supporting specialty pharmaceuticals, biologics, medical devices, or other regulated healthcare environments.
• Experience overseeing outsourced service providers, BPO partners, and/or 3PL operations, including SLA, KPI, and vendor performance management.
• Strong knowledge of O2C processes, including customer onboarding, order management, fulfillment, invoicing, customer master data, and issue resolution.
• Experience with ERP systems (Oracle preferred), EDI transactions, and operational reporting tools.
• Strong analytical, problem-solving, and organizational skills, including the ability to manage multiple priorities.
• Demonstrated ability to lead cross-functional initiatives and influence stakeholders without direct authority.
• Knowledge of regulated healthcare compliance requirements, including customer eligibility, licensing, product complaints, adverse events, and controlled distribution processes.
• Strong executive communication, stakeholder management, presentation, and influence skills.
• Eligible to work in the United States; the role does not offer work authorization sponsorship.

Nice To Haves

• Experience supporting specialty distribution, specialty pharmacy, controlled distribution, cold-chain, biologic, or buy-and-bill business models.
• Experience participating in supplier governance reviews, MBRs/QBRs, and performance improvement initiatives.
• Experience with Power BI or similar reporting and analytics tools.
• Continuous Improvement, Lean Six Sigma, or Project Management experience.
• Knowledge of financial O2C processes, including deductions, credits, chargebacks, and revenue-impacting transactions.

Responsibilities

• Own outsourced O2C operational performance for Therapeutic Dermatology and monitor execution against service levels, SOPs, compliance requirements, and customer experience expectations.
• Represent Customer Operations in governance routines, operational reviews, MBRs, QBRs, and performance discussions.
• Drive O2C corrective actions, issue resolution, and continuous improvement with outsourced providers and internal stakeholders.
• Monitor operational, customer experience, and business performance metrics; analyze trends, risks, and improvement opportunities; and track corrective action plans.
• Collaborate with the 3PL Client Success Senior Manager and outsourced partners on improvements to customer experience and O2C performance.
• Serve as the primary escalation point for customer-impacting O2C issues, lead cross-functional resolution, and drive timely issue closure and root cause corrective actions.
• Partner with Finance to resolve invoicing, deductions, credits, chargebacks, and payment-related issues; coordinate on distribution, fulfillment, and warehouse-related customer issues.
• Maintain and improve O2C processes, SOPs, work instructions, and operational controls; support process standardization, training coordination, and implementation of process, policy, and system enhancements.
• Provide governance and performance oversight for Injectable Aesthetics O2C; manage escalations and issue triage; and provide limited transactional and exception support as needed.
• Ensure O2C operations comply with company policies, quality standards, and regulatory requirements; oversee escalation and handling of product complaints, medical inquiries, adverse events, and controlled distribution exceptions.
• Monitor customer eligibility, licensing, and compliance requirements; lead business continuity planning and response during operational disruptions.
• Oversee customer onboarding, customer master data maintenance, and compliance validation; support accurate data across ERP, EDI, and related systems, as well as system enhancements, testing, reporting, and O2C data issue resolution.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k) plan with employer match
• Paid time off
• Annual short-term incentive program, subject to plan terms and eligibility requirements
• Opportunities for growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level