Custom Operations Business Lead
A leading manufacturing company in Miami is seeking a Customer Operations Business Lead to oversee outsourced operations and drive service excellence across a regulated healthcare environment. This position will serve as the business owner for O2C performance, partnering with BPO providers, 3PLs, distribution partners, and internal stakeholders to ensure exceptional customer experience, compliance, and operational performance.
What You'll Do
- Own governance and performance oversight of outsourced O2C operations.
- Monitor SLAs, KPIs, SOP compliance, and customer experience metrics.
- Lead operational reviews, supplier governance meetings, MBRs, and QBRs.
- Serve as the primary escalation point for customer-impacting issues.
- Drive root cause analysis, corrective actions, and continuous improvement initiatives.
- Partner with Supply Chain, Commercial, Finance, Quality, and Regulatory teams.
- Oversee customer onboarding, customer master data governance, and compliance validation.
- Support business continuity planning and operational risk mitigation.
- Monitor O2C performance and service delivery across therapeutic and aesthetics businesses.
What You'll Bring
- Bachelor's degree in Business, Supply Chain, Operations, Finance, or related field.
- 5+ years of experience in Customer Operations, O2C, Customer Service, or Supply Chain.
- Experience in regulated healthcare environments such as pharmaceuticals, biologics, or medical devices.
- Strong background managing outsourced providers, BPOs, and/or 3PL partners.
- Expertise in O2C processes including order management, invoicing, customer on-boarding, and issue resolution.
- Experience with ERP systems (Oracle preferred), EDI, and reporting tools.
- Strong stakeholder management and cross-functional leadership skills.
- Knowledge of healthcare compliance, customer eligibility, licensing, and controlled distribution processes.
- Strong analytical and problem-solving capabilities.
Why This Role
- Business-critical ownership of customer-facing O2C operations.
- High visibility with senior leadership and external partners.
- Opportunity to drive measurable improvements in customer experience and operational performance.
- Collaborative cross-functional environment with significant influence over service outcomes.
- Exposure to complex healthcare supply chain and distribution networks.
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