Order Management Customer Operations Lead

Galderma•Miami, FL

About The Position

The Order Management Customer Operations Lead – O2C (Outsourced Model) is the operational owner of the end-to-end Order-to-Cash order management process in a highly outsourced environment. The role governs the performance and continuous improvement of outsourced customer service, BPO, and 3PL partners, ensuring strong customer experience, service delivery, and operational efficiency. It partners with Customer Success, Supply Chain, Sales, Finance, Logistics, and external providers to coordinate the customer supply chain, support accurate order fulfillment, optimize cost-to-serve, and enable business growth. The position is accountable for partner governance, KPI and SLA performance, process compliance, and operational excellence. It uses analytics, digital enablement, standardization, and automation to build a scalable, customer-centric O2C operation that supports Galderma’s customer operations strategy. The role requires a bachelor’s degree and at least five years of relevant experience. Occasional travel may be required based on business needs.

Requirements

Bachelor’s degree in Business, Supply Chain, Operations, Finance, or a related field.
At least 5 years of experience in Customer Operations, Order Management, Supply Chain, Customer Service, or Order-to-Cash functions.
Experience supporting end-to-end O2C processes and outsourced service delivery models such as BPO, GBS, 3PL, or shared services.
Working knowledge of ERP systems such as Oracle, SAP, or equivalent, and Microsoft Office applications.
Strong analytical, problem-solving, and data-driven decision-making skills.
Experience driving process improvement, operational excellence, automation, or transformation initiatives.
Strong communication, stakeholder management, and cross-functional influencing skills.
Eligibility to work in the United States; work authorization sponsorship is not offered.

Nice To Haves

Lean Six Sigma Green Belt, Black Belt, or equivalent continuous improvement certification.
APICS/ASCM certification such as CPIM, CSCP, or CLTD.
PMP or equivalent project management certification.
Experience supporting digital transformation initiatives.
Experience working in regulated industries.

Responsibilities

Oversee outsourced Order Management and Customer Operations activities, aligning them with business objectives, customer expectations, and performance goals.
Govern BPO and 3PL partner relationships through performance management, service reviews, escalation management, and continuous improvement.
Drive workforce planning, capacity management, business continuity, and KPI/SLA accountability.
Own and optimize end-to-end order management processes, including order fulfillment, invoicing, returns, and service delivery.
Resolve order exceptions, allocation challenges, supply constraints, and customer escalations to protect service levels and revenue realization.
Partner with Customer Success, Sales, Supply Chain, Finance, Distribution, and Transportation teams to improve customer experience, operational performance, and cost-to-serve.
Lead continuous improvement initiatives that enhance customer experience, efficiency, scalability, and cost-to-serve.
Champion transformation using Lean, Six Sigma, analytics, automation, and digital enablement.
Influence and support cross-functional initiatives to strengthen business processes, technology solutions, and operational capabilities.
Ensure compliance with regulatory requirements, internal controls, quality standards, and operational policies across internal and outsourced operations.
Maintain governance frameworks, process documentation, training materials, and knowledge management resources.
Support onboarding, training, knowledge transfer, risk management, and continuous learning.
Oversee customer master data, ERP, EDI, and system integrations to support data integrity and operational effectiveness.
Use analytics, reporting, and business intelligence to improve decision-making, performance visibility, and operational outcomes.
Drive automation, system enhancements, and digital transformation initiatives.