Head of Order to Cash

Hunter Douglas•New York, NY

9d•$144,000 - $165,000•Hybrid

About The Position

The Head of Order to Cash (OTC) is responsible for end‑to‑end ownership of Order to Cash operations across North America, including credit, billing, consumer and commercial collections, deductions, disputes, and cash application across all customer channels. This role has primary accountability for OTC performance, leading onshore and offshore teams to deliver consistent execution and high‑quality customer outcomes through robust governance, clearly defined SLAs, and KPI‑driven performance management. The position focuses on standardization, efficiency, speed, and continuous improvement across the OTC lifecycle. A key mandate is to drive automation and AI‑enabled transformation, defining and executing strategies to improve cash flow, scalability, and cost efficiency. The Head of OTC serves as a senior finance partner to executive leadership, providing monthly performance updates and insights while continuously optimizing day‑to‑day AR operations.

Requirements

Bachelor’s degree in Finance, Accounting, Business Administration, or related field.
10+ years of progressive experience in Order to Cash / Finance Operations.
5+ years of senior leadership experience managing shared services, offshore teams, and/or BPO providers.
Demonstrated success driving standardization, automation, and transformation, including AI‑enabled initiatives.
Strong ERP experience (SAP preferred); exposure to RPA, analytics, and AI tools.
Transformation‑minded leader with the ability to modernize large‑scale OTC operations.
Action‑oriented with a strong focus on execution and results.
Deep Order to Cash and Accounts Receivable expertise.
Proven experience leading shared services, offshore, and outsourced delivery models.
Executive presence with strong communication and influencing skills.
Data‑driven decision‑maker with strong financial and analytical acumen.

Responsibilities

Own and govern the end‑to‑end Order to Cash lifecycle for North America.
Support month-end close activities, including AR reconciliations, reporting, and bad debt reserves.
Ensure stable, predictable BAU performance across all OTC processes.
Accountable for OTC outcomes including DSO, cash flow, billing accuracy, dispute cycle time, bad debt, and customer experience.
Oversee order management handoffs and alignment across upstream and downstream partners.
Lead a hybrid delivery model, managing onshore teams, offshore service centers, and BPO provider.
Establish and maintain clear governance, SLAs, KPIs, and performance management routines.
Hold internal teams and providers accountable for service delivery, compliance, and continuous improvement.
Ensure alignment of capacity, skills, and demand across the OTC organization.
Design, standardize, and document core OTC processes across North America.
Reduce regional variation, manual workarounds, and complexity processing.
Embed controls, compliance, and quality standards into OTC operations.
Lead root‑cause analysis, defect prevention, and risk mitigation initiatives.
Define and execute the OTC automation and digital transformation roadmap.
Champion adoption of workflow automation, advanced analytics and reporting, and AI‑enabled use cases (e.g., intelligent collections, dispute root‑cause analysis, cash forecasting).
Partner with IT, Digital Finance, and transformation teams to scale solutions.
Translate automation into measurable value (cash, cost, quality, efficiency).
Act as the primary OTC interface to executive leadership.
Provide monthly performance updates, insights, and risk assessments.
Present strategy for OTC optimization and AI adoption.
Partner cross‑functionally with Finance, Sales, Commercial, Customer Service, and IT to improve end‑to‑end outcomes.
Build and lead high‑performing OTC teams across geographies.
Foster a culture of accountability, ownership, and continuous improvement.
Drive talent development, succession planning, and future‑ready skill building.
Strengthen analytical, automation, and AI capabilities within the OTC function.