Order Management Customer Operations Lead
Core
Operational owner of the end-to-end Order-to-Cash (O2C) process in a highly outsourced environment, governing BPO and 3PL partners to ensure service delivery excellence and operational efficiency.
Role type
Senior IC Order Management Customer Operations Lead
Builds
Scalable, high-performing outsourced O2C operations and partner governance frameworks
Domain
Life Sciences / Dermatology / Supply Chain / Outsourced Operations
Required skills
Outsourced operations governance, BPO/3PL partner management, KPI/SLA performance tracking, End-to-end O2C process ownership, Cross-functional stakeholder alignment, Process improvement (Lean/Six Sigma), ERP system oversight, Data analytics, Change management, Risk management
Preferred skills
Lean Six Sigma Green/Black Belt, APICS/ASCM certification (CPIM/CSCP), PMP, Digital transformation experience, Regulated industry experience
Technologies
Oracle, SAP, ERP, EDI, BI tools
Responsibilities
Govern BPO and 3PL partner relationships through performance management and service reviews; Optimize end-to-end order management processes including fulfillment, invoicing, and returns; Drive continuous improvement initiatives using Lean, Six Sigma, and automation; Ensure compliance with regulatory requirements and internal controls; Oversee customer master data, ERP, and system integrations for data integrity.
Seniority
Senior, hands-on IC