Order Management Customer Operations Lead
Join a leading global healthcare and consumer products organization seeking an Order Management Customer Operations Lead to oversee Order-to-Cash (O2C) operations within an outsourced customer service model. This role is responsible for driving customer service excellence, managing BPO and 3PL partnerships, improving operational performance, and ensuring seamless order fulfilment across the business.
What You'll Do
- Lead day-to-day operations of outsourced order management and customer service teams
- Manage relationships with BPO and 3PL partners, including governance meetings and performance reviews
- Serve as the primary escalation point for complex customer issues and service disruptions
- Monitor and improve key KPIs including order accuracy, backlog resolution, and service levels
- Ensure timely order entry, fulfilment, invoicing, returns processing, and customer communications
- Partner with Supply Chain, Sales, Finance, Transportation, and Planning teams to resolve issues and improve customer experience
- Drive continuous improvement initiatives using Lean and Six Sigma methodologies
- Support ERP, EDI, and reporting processes while leveraging data to improve decision-making
- Ensure compliance with regulatory requirements, SOPs, and internal controls
- Lead training, on-boarding, and process documentation efforts
What You'll Bring
- 5+ years of customer service, order management, or O2C operations experience
- Experience managing outsourced service providers, BPO organizations, or 3PL partners
- Strong knowledge of Order-to-Cash processes and customer service best practices
- Experience with claims, returns, order management, and customer issue resolution
- ERP experience, preferably Oracle and/or SAP
- Strong reporting and analytical skills using Excel and Power BI
- Experience leading process improvement initiatives
- Excellent communication, relationship-building, and problem-solving skills
- Bachelor's degree preferred
Why This Role
- High-visibility role supporting critical customer operations
- Opportunity to influence customer experience and supply chain performance
- Lead external partners and cross-functional initiatives
- Drive process improvements and operational excellence
- Work within a highly collaborative environment with broad stakeholder exposure
FAQs
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