Customer Operations Business Lead, O2C

Galderma•Fort Worth, TX

7h•Hybrid

About The Position

The Customer Operations Business Lead, O2C is responsible for the governance, performance management, and oversight of Order-to-Cash (O2C) operations, with primary responsibility for the Therapeutic Dermatology business operating within an outsourced O2C and distribution model. Acting as the business owner for outsourced O2C operational performance, this role ensures customer-facing O2C processes are executed in accordance with service, compliance, operational, and customer experience expectations. The role serves as the primary escalation and coordination point for customer-impacting O2C issues and partners closely with outsourced providers, distribution partners, and internal stakeholders to drive service performance and operational excellence. While the primary focus is supplier governance and oversight, the role may perform limited transactional execution and exception management activities in support of in-line products and business continuity needs. The role also provides support and oversight for Injectable Aesthetics O2C operations through performance monitoring, process governance, escalation management, business continuity support, and limited transactional execution as needed. Working cross-functionally with Commercial, Supply Chain, Finance, Quality, Regulatory, specialty distribution partners, 3PLs, and outsourced service providers, this role drives operational excellence, customer experience, and consistent O2C execution across the customer operations network Success in this role requires strong stakeholder communication and influence skills to align internal teams, external partners, and leadership while driving accountability and resolution of customer-impacting issues.

Requirements

Bachelor's degree in Business, Supply Chain, Operations, Finance, or related field.
5+ years of experience in Customer Operations, Customer Service, Supply Chain, or Order-to-Cash (O2C) 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 working 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 related to regulated healthcare products, including customer eligibility, licensing, product complaints, adverse events, and controlled distribution processes.
Strong executive communication, stakeholder management, presentation, and influence skills.

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 processes related to O2C, including deductions, credits, chargebacks, and revenue-impacting transactions.

Responsibilities

Serve as the business owner for outsourced O2C operational performance for the Therapeutic Dermatology business.
Monitor and assess outsourced O2C execution against agreed service levels, SOPs, compliance requirements, and customer experience expectations.
Represent Customer Operations in governance routines, operational reviews, MBRs, QBRs, and performance discussions related to O2C execution and customer experience.
Drive O2C-related corrective actions, issue resolution, and continuous improvement initiatives with outsourced providers and internal stakeholders.
Monitor operational, customer experience, and business performance metrics.
Identify trends, risks, and improvement opportunities through data analysis.
Develop and track corrective action plans with internal and external stakeholders.
Collaborate with the 3PL Client Success Senior Manager and outsourced partners to identify and implement improvements impacting customer experience and O2C performance.
Serve as the primary escalation point for customer-impacting O2C issues.
Lead cross-functional resolution efforts to restore service, remove barriers, and drive timely issue closure.
Lead root cause analysis and implementation of corrective actions.
Partner with Finance to resolve invoicing, deductions, credits, chargebacks, and payment-related issues.
Coordinate with the 3PL Client Success Senior Manager on customer-impacting distribution, fulfillment, and warehouse-related issues requiring cross-functional resolution.
Maintain and improve O2C processes, SOPs, work instructions, and operational controls.
Ensure outsourced partners operate in compliance with established O2C procedures and standards.
Drive process standardization and operational excellence across customer operations.
Support implementation of new processes, policies, and system enhancements impacting O2C operations.
Provide oversight and support for Injectable Aesthetics O2C operations through governance and performance monitoring.
Manage escalations, issue triage, and process alignment activities.
Provide limited transactional and exception support as needed to maintain service continuity.
Support adoption of common service standards, KPIs, and governance practices.
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.
Lead business continuity planning and response activities during operational disruptions.
Oversee customer onboarding, customer master data maintenance, and compliance validation activities.
Ensure accuracy of customer data across ERP, EDI, and related systems.
Monitor customer licensing requirements and account maintenance activities.
Support system enhancements, testing, reporting, and resolution of O2C-related data issues.