Order Management Customer Operations Lead

Job description

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story. We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee. At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact. 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. Partnering closely with Customer Success, Supply Chain, Sales, Finance, Logistics, and external service providers, the role drives alignment across the customer supply chain ecosystem to support accurate order fulfillment, optimize cost-to-serve, and enable business growth. Accountable for outsourced partner governance, KPI and SLA performance, process compliance, and operational excellence, this position leverages analytics, digital enablement, process standardization, and automation to build a scalable, customer-centric, and high-performing O2C operation that delivers sustainable business value and supports Galderma's customer operations strategy. Key Responsibilities 1. Outsourced Operations & Strategic Partner Management (35%) 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. undefined Expected Outcomes: A scalable, high-performing outsourced operating model that consistently delivers service excellence and operational efficiency. How: Through strong governance, performance management, and strategic partner collaboration. 2. Customer Operations & Order-to-Cash Performance (25%) 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. Expected Outcomes: A seamless, customer-centric Order-to-Cash operation that strengthens customer satisfaction, revenue realization, and business performance. How: Through proactive issue resolution, customer advocacy, and cross-functional alignment. 3. Process Excellence, Continuous Improvement & Business Transformation (20%) 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. Expected Outcomes: A scalable, data-driven operation that accelerates transformation and improves business outcomes. How: Through operational excellence methodologies, analytics-driven decision-making, and digital innovation 4. Compliance, Governance & Capability Development (10%) 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.undefined Expected Outcomes: A compliant, controlled, and highly capable organization that consistently delivers operational excellence while minimizing risk. How: Through governance, capability development, process standardization, and proactive risk management. 5. Systems, Data & Digital Enablement (10%) 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.undefined Expected Outcomes: A digitally enabled and data-driven Order-to-Cash environment that supports growth and operational excellence. How: Through technology optimization, automation, and data-driven decision-making. Qualifications 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. Preferred Certifications & Qualifications 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. Physical Requirements and Work Environment This role requires the ability to perform standard office activities, including extended periods of computer use, participation in virtual and in-person meetings, and collaboration across teams. Depending on business needs, occasional travel may be required. Work environments and physical requirements may vary based on the requirements of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functio