Order Management Customer Operations Lead
Galderma
Summary
The Order Management Customer Operations Lead – O2C (Outsourced Model) serves as the operational owner of the end-to-end Order-to-Cash (O2C) order management process within a highly outsourced operating environment. This role is responsible for the governance, performance, and continuous improvement of outsourced customer service, BPO, and 3PL partners, ensuring exceptional customer experience, service delivery excellence, and operational efficiency.
Job description
The Opportunity
The Order Management Customer Operations Lead – O2C (Outsourced Model) serves as the operational owner of the end-to-end Order-to-Cash (O2C) order management process within a highly outsourced operating environment. This role is responsible for the governance, performance, and continuous improvement of outsourced customer service, BPO, and 3PL partners, ensuring exceptional customer experience, service delivery excellence, and operational efficiency.
Key Responsibilities
Outsourced Operations & Strategic Partner Management
- Oversee outsourced Order Management and Customer Operations activities, ensuring alignment with business objectives, customer expectations, and operational performance goals.
- Govern BPO and 3PL partner relationships through structured performance management, service reviews, escalation management, and continuous improvement programs.
- Drive workforce planning, capacity management, business continuity, and KPI/SLA performance accountability to support changing business demands.
Customer Operations & Order-to-Cash Performance
- Own and optimize end-to-end order management processes to ensure accurate order fulfillment, invoicing, returns management, and service delivery.
- Drive resolution of 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.
Process Excellence, Continuous Improvement & Business Transformation
- Drive continuous improvement initiatives that enhance customer experience, operational efficiency, scalability, and cost-to-serve performance.
- Champion transformation efforts leveraging Lean, Six Sigma, analytics, automation, and digital enablement to optimize Order-to-Cash operations.
- Influence and support cross-functional initiatives that strengthen business processes, technology solutions, and operational capabilities.
Compliance, Governance & Capability Development
- 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 that support consistency and scalability.
- Drive organizational capability through onboarding, training, knowledge transfer, risk management, and continuous learning initiatives.
Systems, Data & Digital Enablement
- Provide oversight of customer master data, ERP, EDI, and system integrations to ensure data integrity and operational effectiveness.
- Leverage analytics, reporting tools, and business intelligence to improve decision-making, performance visibility, and operational outcomes.
- Drive automation, system enhancements, and digital transformation initiatives that improve scalability, agility, and customer experience.
Requirements
- Bachelor's degree in Business, Supply Chain, Operations, Finance, or a related field
- 5+ years of experience in Customer Operations, Order Management, Supply Chain, Customer Service, or Order-to-Cash (O2C) functions
- Experience supporting end-to-end O2C processes and outsourced service delivery models (BPO, GBS, 3PL, or shared services)
- Working knowledge of ERP systems (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
- Lean Six Sigma Green Belt, Black Belt, or equivalent continuous improvement certification
- APICS/ASCM certification (CPIM, CSCP, or CLTD)
- PMP or equivalent project management certification
- Experience supporting digital transformation initiatives and operating within regulated industries
Benefits
- Medical, Dental & Vision
- 401(k) Matching
- Paid Time Off
- Annual Incentive Program
Company overview
Galderma S.A. is a Swiss pharmaceutical company headquartered in Zug, Switzerland, specializing exclusively in dermatology. Founded in 1981 as a joint venture between L'Oréal and Nestlé, the company has evolved into the world's largest independent dermatology company. Galderma focuses on three core business segments: Injectable Aesthetics, Dermatological Skincare, and Therapeutic Dermatology. The company offers a comprehensive portfolio of premium brands including Cetaphil, Restylane, Azzalure, Dysport, and Sculptra, serving patients and consumers in over 100 countries. With approximately 6,500 employees globally, Galderma maintains a strong research and development presence across six sites worldwide. The company went public in 2024 with an IPO on the SIX Swiss Exchange, marking a significant milestone in its growth trajectory. Galderma's mission is to advance dermatology for every skin story, combining scientific innovation with trusted partnerships with healthcare professionals to deliver superior outcomes for diverse skin needs.