3PL Order Management Lead

Galderma • Fort Worth, TX

17h

About The Position

The Customer Operations Business Lead, O2C, governs and oversees Order-to-Cash operations, with primary responsibility for the Therapeutic Dermatology business within an outsourced O2C and distribution model. As the internal business owner for outsourced O2C performance, this role ensures customer-facing processes meet service, compliance, operational, and customer experience expectations. It serves as the primary escalation and coordination point for customer-impacting O2C issues and partners with outsourced providers, distribution partners, and internal teams to improve service performance and operational excellence.

The role may provide limited transactional execution and exception management for in-line products and business continuity needs. It also supports Injectable Aesthetics O2C through performance monitoring, process governance, escalation management, business continuity, and limited transactional execution. The role works with Commercial, Supply Chain, Finance, Quality, Regulatory, specialty distribution partners, 3PLs, and outsourced service providers to promote consistent O2C execution and customer experience. Strong communication and influence are needed to align stakeholders and drive accountability and resolution.

The position is based in Miami, Florida. The job description refers to a target base salary range of $80,000–$100,000 per year for the role in Boston, and eligibility for an annual short-term incentive program. Standard office activities include extended computer use and virtual and in-person meetings; occasional travel may be required. The role does not offer work authorization sponsorship; external applicants must be eligible to work in the United States.

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 O2C operations.
• Experience supporting specialty pharmaceuticals, biologics, medical devices, or another regulated healthcare environment.
• 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, with the ability to manage multiple priorities.
• Demonstrated ability to lead cross-functional initiatives and influence stakeholders without direct authority.
• Knowledge of compliance requirements for regulated healthcare products, including customer eligibility, licensing, product complaints, adverse events, and controlled distribution processes.
• Strong executive communication, stakeholder management, presentation, and influence skills.
• Ability to perform standard office activities, including extended computer use and participation in virtual and in-person meetings.
• Eligibility 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 O2C financial processes, including deductions, credits, chargebacks, and revenue-impacting transactions.
• Occasional travel may be required, depending on business needs.

Responsibilities

• Own and oversee outsourced O2C operational performance for Therapeutic Dermatology, monitoring 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 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.
• Develop and track corrective action plans and collaborate with the 3PL Client Success Senior Manager and outsourced partners on improvements.
• Act as the primary escalation point for customer-impacting O2C issues and lead cross-functional resolution, root cause analysis, and corrective action implementation.
• Partner with Finance to resolve invoicing, deductions, credits, chargebacks, and payment-related issues.
• Coordinate resolution of customer-impacting distribution, fulfillment, and warehouse issues with the 3PL Client Success Senior Manager.
• Maintain and improve O2C processes, SOPs, work instructions, and operational controls; support process standardization, training coordination, and system enhancements.
• Provide governance and performance oversight for Injectable Aesthetics O2C, manage escalations and process alignment, and provide limited transactional and exception support as needed.
• Ensure O2C operations comply with company policies, quality standards, and regulatory requirements; oversee appropriate handling and escalation of product complaints, medical inquiries, adverse events, and controlled distribution exceptions.
• Monitor customer eligibility, licensing, and compliance requirements and lead business continuity planning and response during operational disruptions.
• Oversee customer onboarding, customer master data maintenance, and compliance validation; ensure customer data accuracy across ERP, EDI, and related systems.
• Support system enhancements, testing, reporting, and resolution of O2C-related data issues.
• Work cross-functionally to deliver operational excellence, customer experience, issue resolution, business continuity, and continuous improvement across O2C operations.

Benefits

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

What This Job Offers

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