Customer Operations Business Lead, O2C

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 Customer Operations Business Lead, O2C is responsible for the governance, performance management, and oversight of Order-to-Cash (O2C) operations, with primary responsibility for the Therapeutic Dermatology business operating within an outsourced O2C and distribution model. Acting as the business owner for outsourced O2C operational performance, this role ensures customer-facing O2C processes are executed in accordance with service, compliance, operational, and customer experience expectations. The role serves as the primary escalation and coordination point for customer-impacting O2C issues and partners closely with outsourced providers, distribution partners, and internal stakeholders to drive service performance and operational excellence. While the primary focus is supplier governance and oversight, the role may perform limited transactional execution and exception management activities in support of in-line products and business continuity needs. The role also provides support and oversight for Injectable Aesthetics O2C operations through performance monitoring, process governance, escalation management, business continuity support, and limited transactional execution as needed. Working cross-functionally with Commercial, Supply Chain, Finance, Quality, Regulatory, specialty distribution partners, 3PLs, and outsourced service providers, this role drives operational excellence, customer experience, and consistent O2C execution across the customer operations network Success in this role requires strong stakeholder communication and influence skills to align internal teams, external partners, and leadership while driving accountability and resolution of customer-impacting issues. Key Responsibilities 1. Outsourced O2C Supplier Oversight (35%) Serve as the business owner for outsourced O2C operational performance for the Therapeutic Dermatology business. Monitor and assess outsourced O2C execution against agreed service levels, SOPs, compliance requirements, and customer experience expectations. Represent Customer Operations in governance routines, operational reviews, MBRs, QBRs, and performance discussions related to O2C execution and customer experience. Drive O2C-related corrective actions, issue resolution, and continuous improvement initiatives with outsourced providers and internal stakeholders. Expected Outcome: Consistent service execution, improved O2C performance, and enhanced customer satisfaction. How: Operational reviews, governance meetings, KPI monitoring, escalation management, and cross-functional performance m anagement. 2. KPI Monitoring & Performance Management (20%) Monitor operational, customer experience, and business performance metrics. Identify trends, risks, and improvement opportunities through data analysis. Develop and track corrective action plans with internal and external stakeholders. Collaborate with the 3PL Client Success Senior Manager and outsourced partners to identify and implement improvements impacting customer experience and O2C performance. Expected Outcome: Improved service levels, increased operational efficiency, and sustained performance improvements. How: Dashboards, scorecards, trend analysis, root cause analysis, performance reviews, and continuous improvement initiatives. 3. Escalation Management & Service Recovery (15%) Serve as the primary escalation point for customer-impacting O2C issues. Lead cross-functional resolution efforts to restore service, remove barriers, and drive timely issue closure. Lead root cause analysis and implementation of corrective actions. Partner with Finance to resolve invoicing, deductions, credits, chargebacks, and payment-related issues. Coordinate with the 3PL Client Success Senior Manager on customer-impacting distribution, fulfillment, and warehouse-related issues requiring cross-functional resolution. Expected Outcome: Timely issue resolution, reduced customer disruption, and improved customer experience. How: Escalation governance, stakeholder coordination, service recovery planning, and corrective action management. 4. Process Governance, SOPs & Training (10%) Maintain and improve O2C processes, SOPs, work instructions, and operational controls. Ensure outsourced partners operate in compliance with established O2C procedures and standards. Drive process standardization and operational excellence across customer operations. Support implementation of new processes, policies, and system enhancements impacting O2C operations. Expected Outcome: Consistent execution, reduced errors, and audit-ready operations. How: Process reviews, SOP governance, training coordination, and quality monitoring. 5. Injectable Aesthetics O2C Support (10%) Provide oversight and support for Injectable Aesthetics O2C operations through governance and performance monitoring. Manage escalations, issue triage, and process alignment activities. Provide limited transactional and exception support as needed to maintain service continuity. Support adoption of common service standards, KPIs, and governance practices. Expected Outcome: Reliable service delivery, operational continuity, and alignment across business units. How: Performance reviews, escalation support, exception management, and cross-functional coordination. 6. Compliance, Risk Management & Business Continuity (10%) Ensure O2C operations comply with company policies, quality standards, and regulatory requirements. Oversee appropriate handling and escalation of product complaints, medical inquiries, adverse events, and controlled distribution exceptions. Monitor customer eligibility, licensing, and compliance requirements. Lead business continuity planning and response activities during operational disruptions. Expected Outcome: Compliant, audit-ready operations with minimized business and regulatory risk. How: Compliance monitoring, risk assessments, business continuity planning, audits, and cross-functional partnership. 7. Systems, Data Management & Customer Master Governance (5%) Oversee customer onboarding, customer master data maintenance, and compliance validation activities. Ensure accuracy of customer data across ERP, EDI, and related systems. Monitor customer licensing requirements and account maintenance activities. Support system enhancements, testing, reporting, and resolution of O2C-related data issues. Expected Outcome: Accurate customer data, reliable system execution,