3PL Order Management Lead
A leading global healthcare and consumer products organization is seeking a 3PL Order Management Lead to oversee outsourced Order-to-Cash (O2C) and customer operations performance. This role will serve as the internal owner of customer-facing order management activities, ensuring operational excellence across third-party logistics providers, outsourced service partners, and distribution networks.
This is a highly visible role that combines supplier governance, performance management, customer operations, issue resolution, and continuous improvement within a regulated environment.
What You'll Do
- Own operational performance across outsourced 3PL and O2C partners.
- Monitor KPIs, service levels, customer experience metrics, and vendor performance.
- Lead escalations and drive resolution of customer-impacting issues.
- Partner with Supply Chain, Commercial, Finance, Quality, Regulatory, and external service providers.
- Conduct operational reviews, quarterly business reviews, and performance governance meetings.
- Drive process improvements, SOP governance, and operational excellence initiatives.
- Support customer on-boarding, master data management, EDI processes, and system enhancements.
- Ensure compliance with operating procedures, regulations, and business continuity requirements.
What You'll Bring
- Bachelor's degree in Business, Supply Chain, Operations, Finance, or related field.
- 5+ years of experience in Customer Operations, Order Management, Supply Chain, Customer Service, or O2C operations.
- Experience managing 3PL providers, outsourced service organizations, or BPO partners.
- Strong understanding of order management, customer on-boarding, fulfilment, invoicing, customer master data, and service recovery.
- Experience with ERP systems (Oracle preferred), EDI, and operational reporting tools.
- Strong analytical, stakeholder management, and problem-solving capabilities.
- Experience leading cross-functional initiatives without direct authority.
- Excellent communication and executive presentation skills.
Why This Role
- High-impact position with ownership of critical customer operations.
- Significant exposure to executive leadership and external partners.
- Opportunity to drive operational improvements across a complex logistics network.
- Blend of strategic governance and hands-on problem solving.
- Competitive compensation plus annual incentive opportunity.
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