Order Management Customer Operations Lead

Whether it's the unique breadth of our integrated offering that covers Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology products; or our commitment to recognizing and rewarding people for the contribution they make - working here isn't like anywhere else.

At Galderma, we actively give our teams reasons to believe in our 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.
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• 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 functions of the role.

This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all responsibilities. Duties and responsibilities may be modified, added, or removed as necessary to meet business and organizational needs.

Compensation

The target base salary range for this role is $71,000-$89,000 per year. This range reflects the anticipated compensation for the role. Where pay falls withing the range may vary based on many factors, including, but not limited to, job responsibilities, skills, experience, education, certifications, location and applicable geographic pay zones, market conditions, internal equity and business considerations. Compensation decisions are made based on an assessment of the candidate’s qualifications and the totality of relevant factors.

In addition to base salary, this role is eligible to participate in an a