Senior Manager, 3PL Client Success

Galderma•Boston, MA

4d•Hybrid

About The Position

The 3PL Client Success Senior Manager ensures compliant and effective distribution processes, costs, and performance across the 3PL Distribution Network for the Prescription business. Primary areas of focus are 3PL performance through KPI and supplier relationship management, as well as proposing and leading projects & continuous improvement initiatives to ensure 3PL operations run free of interruptions. The 3PL CSSM serves as the specialty‑focused operational lead within the Trade & Distribution team—providing subject‑matter expertise that bridges logistics, customer experience, and specialty pharmacy operations. The 3PL Client Success Senior Manager requires a strong understanding of distribution capabilities, serialization requirements, DC inventory management and leads through open collaboration with cross-functional teams. This role ensures day‑to‑day execution aligns with the needs of specialty customers, internal stakeholders, and our broader distribution strategy. The CSSM drives performance excellence, supports process optimization, and acts as a key connector between Supply Chain, Trade, and the 3PL to ensure seamless specialty order fulfilment.

Requirements

Bachelor’s degree in business, Supply Chain, Operations, Logistics, or related field.
5+ years of experience in pharmaceutical logistics, distribution, trade operations, supply chain, or 3PL account management.
Experience supporting or managing 3PL operations in a specialty or limited distribution product environment.
Strong understanding of pharmaceutical distribution, specialty pharmacy operations, and regulatory requirements (e.g., DSCSA, GDP).
Demonstrated success managing vendor performance or serving as primary operational liaison with external partners.
Strong analytical, communication, and problem‑solving skills; ability to work cross‑functionally and influence without authority.

Nice To Haves

APICS/ASCM Certification in Supply Chain Management or a related professional designation is highly desirable.
Preferred familiarity with cold‑chain logistics, specialty networks, or high‑touch distribution models.

Responsibilities

Act as the primary Trade & Distribution liaison to the prescription 3PL partners, ensuring customer requirements are clearly understood and consistently met.
Daily monitoring of 3PL systems and reporting, as well as close communication with the 3PL to ensure high-level performance and customer satisfaction are maintained; Ability to identify potential service disruptions and triage / escalate as appropriate.
Responsible for regular business review meetings with the 3PL to ensure alignment of service expectations and performance to SLA – identifying gaps and opportunities for improvement
Understands different and complex Specialty Pharmacy specific requirements; labeling, picking, lot number control and product dating requirements. Designing new processes and aligning existing processes to satisfy such needs
Manages the contractual relationship between our company and our warehouse partners for prescription goods, as well as samples. Includes warehouse costs related to network, contract negotiations with suppliers and associated contracts and volume commitments.
Responsible for monthly cost follow-ups to stakeholders and providing trends to leadership, as well as identifying savings.
Able to project out capacity utilization and distribution needs using business plans and growth targets.
Ability to successfully present business cases for process and system needs, enhancements and upgrades, to all levels of management with clearly documented benefits, risks, and resource requirements, to ensure smooth functioning of critical tasks.
Drive continuous improvement through ongoing process review, engagement and partnering with stakeholders to establish best practices that reduce cost of operation, improve service level, capacity, productivity, and quality.
Responsible for inventory accuracy in a pharmaceutical warehouse network with the objective of serving the customer in a compliant and sustainable way, through robust processes and governance for DSCSA, daily reconciliation, and KPI reporting.
Maintains oversight of key processes; returned goods processing according to company guidelines and procedures; receiving, pick line set-up, order accuracy, inventory accuracy, and all matters pertaining to product tracking/ tracing regulations (including DSCSA).