Associate Director, Order to Cash

AMER•Fishers, IN

20h

About The Position

The Associate Director, Order to Cash serves as the enterprise business process owner for end-to-end Order-to-Cash across multiple legal entities. This role leads the teams, processes, controls, systems, and cross-functional partnerships required to deliver accurate billing, disciplined receivables management, strong cash performance, audit-ready operations, and a scalable customer experience. Operating with autonomy and executive presence, the Associate Director partners closely with Commercial Operations, Sales, Strategic Accounts, Customer Service, Tax, IT/System teams, Revenue/Accounting, SOX, and Finance leadership to strengthen governance, improve KPI visibility, automate manual work, reduce revenue leakage, enhance cash flow, and improve customer outcomes.

Requirements

End-to-End Order-to-Cash Leadership
Customer, Pricing & Item Master Data Governance
Billing, Invoicing & Revenue Support
Credit, Collections, Disputes & Cash Performance
Reporting, Close, Controls & Audit Readiness
Process Transformation, Systems & Automation
Cross-Functional Governance & Stakeholder Partnership
People Leadership
Commitment to excellence: Take pride in your work and consistently strive for excellence in everything you do
Results-oriented: Driven to achieve goals and objectives, with a strong focus on delivering measurable results
Creativity and innovation: Possess a willingness to think outside the box and come up with unique and creative solutions to challenges
Strong communication skills: Able to communicate effectively with colleagues and stakeholders at all levels, using clear and concise language
Collaboration: Work effectively as part of a team, actively sharing knowledge and expertise to achieve common goals
Resilience: Demonstrate the ability to bounce back from setbacks and persevere in the face of challenges
Inclusive mindset: Demonstrate an understanding and appreciation for diversity, and actively work to create an inclusive environment where everyone feels valued and respected
Adaptability: Comfortable working in a dynamic environment, able to adjust to changing priorities, and willing to take on new challenges
Ethical behavior: Act with integrity and demonstrate a commitment to ethical behavior in all interactions with colleagues and stakeholders
Continuous learning: Show a commitment to ongoing learning and professional development, continually seeking out opportunities to expand your knowledge and skills

Responsibilities

Own the full O2C lifecycle, including customer onboarding, master data governance, billing, credit, collections, cash application, dispute resolution, reporting, reserves, and close support.
Establish clear governance, process accountability, service-level expectations, escalation paths, and decision rights across O2C activities.
Lead the O2C team with a player-coach mindset, providing hands-on support for high-impact customer, operational, and control matters.
Build a culture of accountability, customer service, controls discipline, continuous improvement, and measurable outcomes.
Own governance and oversight of customer master data, including customer creation, updates, deactivation, tax status, payment terms, credit limits, and required approvals.
Oversee pricing master data, including setup and maintenance of price lists, contract pricing, discounts, rebates, and commercial terms in ERP and billing systems.
Partner with Commercial, Finance, Operations, and IT/System teams to validate item master data impacts on billing, revenue recognition, tax, reporting, and customer experience.
Establish and enforce SOX-compliant controls over master data changes, including segregation of duties, audit trails, periodic review, and remediation of data quality issues.
Oversee accurate and timely invoicing across patient dosing, customer orders, pricing, discounts, rebates, credits, adjustments, and other revenue-related transactions.
Ensure billing processes align with approved contracts, pricing governance, commercial terms, tax requirements, revenue recognition considerations, and internal policies.
Partner early with Commercial Operations, Sales, Strategic Accounts, and Finance on customer onboarding, deal structures, pricing changes, new revenue streams, and billing implications.
Reduce billing errors, manual touchpoints, cycle time, and revenue leakage through disciplined controls, process standardization, and system improvements.
Set and maintain customer credit policies, risk frameworks, credit limits, and bad debt mitigation strategies using data-driven analysis and portfolio monitoring.
Lead collections strategy and execution to improve cash conversion, reduce DSO, resolve delinquent balances, and manage escalation protocols for high-risk or strategic accounts.
Oversee dispute management, deductions, short payments, write-offs, and customer account reconciliations, ensuring issues are resolved timely and root causes are addressed upstream.
Provide forecasting visibility into expected collections timing, aging trends, and working capital risks to support Finance leadership and cash flow planning.
Own O2C reporting and KPI dashboards, including AR aging, DSO, collection effectiveness, invoice accuracy, billing cycle time, bad debt reserves, write-offs, unapplied cash, disputes, and risk exposure.
Oversee month-end close activities related to AR, reserves, write-offs, cash application, reconciliations, and related support in accordance with IFRS and internal policies.
Own and continuously strengthen the SOX control framework for O2C, ensuring processes are designed, documented, tested, and operating effectively.
Serve as a primary liaison for internal and external audit requests related to AR, credit, billing, collections, cash application, and master data controls.
Lead O2C process transformation by identifying bottlenecks, control gaps, manual workarounds, data quality issues, and customer-impacting failure points.
Partner with IT/System teams to enhance ERP, billing, cash application, reporting, and workflow tools, ensuring scalable processes, system controls, and clear ownership.
Develop and maintain SOPs, process maps, issue logs, root-cause analyses, training materials, workflow documentation, and process narratives for audit and operational consistency.
Champion automation, AI-enabled productivity, and scalable reporting to improve accuracy, visibility, cycle time, and team capacity.
Support new product launches, commercial model changes, and revenue stream expansion by ensuring O2C readiness across pricing, billing, controls, reporting, and system requirements.
Serve as the connective tissue across Commercial, Sales, Customer Service, Tax, Finance, Accounting, SOX, Legal, and IT/System teams to ensure seamless O2C execution.
Lead recurring operating reviews with stakeholders to monitor KPIs, escalations, service levels, issue resolution, and improvement priorities.
Represent the O2C function in business initiatives, system implementations, commercial model changes, contract/pricing updates, and integration or transformation activities.
Communicate risks, trade-offs, recommendations, and performance trends clearly to senior leadership.
Lead, coach, and develop the O2C team, setting clear goals, performance expectations, cross-training plans, and succession pathways.
Build organizational capability to support growth, complexity, and increasing transaction volume without proportional headcount increases.
Promote an inclusive, high-performing team environment aligned with company values and focused on continuous learning, ownership, collaboration, and excellence.