Governance Program Manager, Order to Cash

Merck•Bedford, MA

9d•Remote

About The Position

We are seeking a highly skilled and motivated Senior Expert for Order-to-Cash (O2C) Governance Program Management to support the Global Process Owner (GPO) within our Life Science division to lead the O2C process program, ensuring on-time delivery of the target state-design, managing change, and coordinating cross-functional workstreams. In this role you will be responsible for: Leading the end-to-end O2C governance transformation program, including scope, milestones, risk management, and resource planning. Driving process mapping, target-state design, and the development of standard operating procedures, control plans, and performance dashboards. Managing cross-functional workstreams (Order Management, Master Data, CRM/ERP changes, Cash Collections – on Credit, Billing, Collections, Disputes). Developing and maintain the program’s communication plan; manage stakeholder expectations. Facilitating governance forums (Board, Steering Committee, working groups) and document decisions, actions, and follow-ups. Partnering with IT/CRM, ERP to prioritize system changes, automation, and data quality initiatives. Implementing change management: training plans, adoption metrics, and resistance management. Tracking benefits realization (reduction in losses; accuracy gains) and report status to leadership. Regular interaction with CS leadership, Finance, IT/CRM/ERP, Legal, and Internal Audit

Requirements

Bachelor’s degree; ideally in business or related field
8–12+ years in O2C, Customer Service, or business process improvement and program or project management or related experience
Strong experience in process mapping, value stream design, and controls thinking
Demonstrated ability to manage cross-functional teams and navigate matrix organizations
Change management, stakeholder management, and communication skills
Data-driven decision making; KPI development and tracking
Risk assessment, issue management, and remediation planning

Nice To Haves

Advanced Degree, MBA or equivalent
Familiarity with ERP/CRM systems (e.g., SAP, Oracle) and data governance concepts
Certifications desired: PMP, Lean Six Sigma, or equivalent

Responsibilities

Leading the end-to-end O2C governance transformation program, including scope, milestones, risk management, and resource planning.
Driving process mapping, target-state design, and the development of standard operating procedures, control plans, and performance dashboards.
Managing cross-functional workstreams (Order Management, Master Data, CRM/ERP changes, Cash Collections – on Credit, Billing, Collections, Disputes).
Developing and maintain the program’s communication plan; manage stakeholder expectations.
Facilitating governance forums (Board, Steering Committee, working groups) and document decisions, actions, and follow-ups.
Partnering with IT/CRM, ERP to prioritize system changes, automation, and data quality initiatives.
Implementing change management: training plans, adoption metrics, and resistance management.
Tracking benefits realization (reduction in losses; accuracy gains) and report status to leadership.
Regular interaction with CS leadership, Finance, IT/CRM/ERP, Legal, and Internal Audit