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 Galderma’s end-to-end Order-to-Cash order management process in a highly outsourced operating environment. The role governs the performance and continuous improvement of outsourced customer service, BPO, and 3PL partners to deliver strong customer experience, service quality, and operational efficiency. It works closely with Customer Success, Supply Chain, Sales, Finance, Logistics, and external service providers to align the customer supply chain, support accurate order fulfillment, optimize cost-to-serve, and enable business growth. The role is accountable for outsourced partner governance, KPI and SLA performance, process compliance, and operational excellence. It uses analytics, digital enablement, process standardization, and automation to develop a scalable, customer-centric O2C operation that delivers sustainable business value and supports Galderma’s customer operations strategy. The position requires a bachelor’s degree in a relevant field and at least five years of experience in customer operations, order management, supply chain, customer service, or O2C functions. The role involves standard office activities, extended computer use, virtual and in-person meetings, and cross-team collaboration. Occasional travel may be required depending 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.
Ability to perform standard office activities, including extended periods of computer use and participation in virtual and in-person meetings.
Eligibility to work in the United States; the role does not offer work authorization sponsorship.

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 in alignment with business objectives, customer expectations, and operational performance goals.
Manage BPO and 3PL partner relationships through performance management, service reviews, escalation management, and continuous improvement programs.
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 management, and service delivery.
Resolve order exceptions, allocation challenges, supply constraints, and customer escalations to protect service levels and revenue realization.
Collaborate with Customer Success, Sales, Supply Chain, Finance, Distribution, Transportation, and external providers to improve customer experience, operational performance, and cost-to-serve.
Lead continuous improvement initiatives to enhance customer experience, efficiency, scalability, and cost-to-serve.
Champion transformation using Lean, Six Sigma, analytics, automation, and digital enablement.
Support cross-functional efforts to improve 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 maintain data integrity and operational effectiveness.
Use analytics, reporting tools, and business intelligence to improve decision-making, performance visibility, and operational outcomes.
Drive automation, system enhancements, and digital transformation initiatives.
Occasionally travel, depending on business needs.