Customer Service Value Stream Lead (Duration Based)

We are seeking a Deliver Customer Service Workstream Lead to play a meaningful role in ensuring the pre-defined global Transcend Order-to-Cash (OTC) template effectively supports the North America customer service business processes for DC network strategies. This role partners with functional and cross-functional teams to represent Deliver Customer Service requirements, validate template build decisions, and ensure solutions are practical, scalable, and adoption-ready for end users.

Key Responsibilities

• Participate in solution confirmation workshops, ensuring alignment to order management requirements
• Serve as a Deliver business representative, providing guidance on global, local, and specialized process requirements and resolving functional questions
• Drive Deliver change impact assessment and readiness planning across the order to cash deployment
• Represent Customer Service in system demos and design reviews, providing structured, strategic feedback
• Oversee data readiness, including data cleansing, validation, and deployment preparedness
• Define and govern test scenarios to support end-to-end O2C validation
• Lead validation activities for workstreams through integrated testing and business simulations
• Assess and communicate solution impacts to key performance indicators, service levels, and customer experience
• Ensure SOPs and work instructions are updated, completed, and approved prior to deployment
• Provide leadership support for cutover planning, training execution, post-go-live deployment, and early-life stabilization activities

Qualifications

• Minimum three (3) years of related business experience in Supply Chain or Order to Cash Processes
• A minimum of a Bachelor's degree
• Subject-matter expertise in Order-to-Cash capabilities within an SAP environment
• Ability to drive timely decision-making and execution against defined plans while managing risk and dependencies
• Ability to operate effectively in ambiguity, manage competing demands, and demonstrate resilience during transformation
• Balance and align diverse stakeholder priorities to enable consistent process adoption and business readiness
• Strong analytical and problem-solving skills to assess current-state processes, identify gaps and inefficiencies, and drive continuous improvement
• Proficiency with SAP including modules relevant to the Value Stream (i.e. Order Fulfillment, Deliveries, Invoicing, Returns, etc.)

Preferred: Experience in the MedTech industry.

Other: Ability to travel up to 20% of the time both domestically and internationally.