Principal Delivery Head

Capgemini; Aguascalientes; Presencial; MXN 1.000.000 - 1.800.000; Jornada completa

Descripción de la vacante

Capgemini is seeking an experienced Director Engagement Executive – Order Management to lead end‑to‑end O2C service delivery across the order management process in Mexico. You will oversee a team, drive performance, and ensure compliance while delivering value through process standardization and continuous improvement.

The role requires leadership across Customer Service, Order Management, and Supply Chain operations, with a focus on governance, KPIs, and stakeholder management to achieve

Formación

• Significant experience in Customer Service, Order Management, or Supply Chain operations.
• Strong understanding of export processes and commercial documentation.
• Proven leadership with coaching teams and improving performance.
• Analytical mindset with KPI/dashboard experience to optimize service quality.

Responsabilidades

• Provide direction for opportunity assessments and ownership to develop pitch collaterals and presenting to internal and external executives/stakeholders.
• Provide leadership, ownership and accountability to drive transformation initiatives and execute high‑criticality transformational projects.
• Provide thought leadership to build assets and knowledge capital.
• Lead and develop a team of Customer Service Representatives to ensure timely, accurate, and compliant order-to-delivery execution across assigned markets.
• Oversee service delivery operations, including order management, export documentation, invoicing accuracy, receivables monitoring and after‑sales coordination.
• Drive process excellence and operational efficiency by standardizing workflows, improving turnaround times, and resolving service bottlenecks in collaboration with Supply Chain, Sales, and Finance.
• Ensure compliance with trade, export, and commercial regulations, including INCOTERMS, documentation standards, customs requirements, and internal audit controls.
• Monitor KPIs and SLAs (order accuracy, delivery performance, stock discrepancies, customer satisfaction, overdue receivables) and implement corrective actions when needed.
• Manage escalations and key customer interactions, ensuring timely resolution of issues related to orders, deliveries, stock availability, and billing.
• Drive continuous improvement initiatives, identifying risks, proposing innovative solutions and supporting digitalization or automation projects within Customer Service.

Conocimientos

Leadership

Strategic thinking

Stakeholder management

Process improvement

Analytical thinking

Herramientas

Power BI

Excel

ERP systems

Descripción del empleo

General Information

Director {Engagement Executive} - Order Management (E1 Grade)

Role Summary

We are seeking an experienced Director {Engagement Executive} – Order Management to lead end‑to‑end order management service delivery across the Order‑to‑Cash (O2C) process. The role is responsible for ensuring seamless order processing, customer service excellence, operational performance, stakeholder management, governance, team leadership, and continuous improvement initiatives. The position will drive service excellence while ensuring compliance, process standardization, and business value creation.

Key Responsibilities

• Provide direction and oversight for opportunity assessments, ownership to develop pitch collaterals and presenting to internal and external executives/stakeholders.
• Provide leadership, ownership and accountability to drive transformation initiatives and execute high-criticality transformational projects.
• Provide thought leadership to build assets and knowledge capital.
• Lead and develop a team of Customer Service Representatives to ensure timely, accurate, and compliant order-to-delivery execution across assigned markets.
• Oversee service delivery operations, including order management, export documentation, invoicing accuracy, receivables monitoring and after‑sales coordination.
• Drive process excellence and operational efficiency by standardizing workflows, improving turnaround times, and resolving service bottlenecks in collaboration with Supply Chain, Sales, and Finance.
• Ensure compliance with trade, export, and commercial regulations, including INCOTERMS, documentation standards, customs requirements, and internal audit controls.
• Monitor KPIs and SLAs (order accuracy, delivery performance, stock discrepancies, customer satisfaction, overdue receivables) and implement corrective actions when needed.
• Manage escalations and key customer interactions, ensuring timely resolution of issues related to orders, deliveries, stock availability, and billing.
• Drive continuous improvement initiatives, identifying risks, proposing innovative solutions and supporting digitalization or automation projects within Customer Service.

Your profile

• Significant experience in Customer Service, Order Management or Supply Chain operations, including operations coordination responsibilities.
• Strong understanding of export processes, commercial documentation and basic accounting / receivable management concepts.
• Proven leadership and people‑management ability, with a track record of coaching teams and improving performance.
• Analytical and problem‑solving mindset, with experience using KPIs, dashboards or data insights to optimize service quality.
• Excellent communication and cross‑functional collaboration skills, able to work effectively with Sales, Finance, Logistics, and external partners.
• Ability to adapt to change, implement improvements, and drive operational excellence in a dynamic, customer‑focused environment.

Preferred Skills

• Experience in FMCG/CPG/Retail/Manufacturing industry. Multinational exposure is preferred
• Certification in Lean, Six Sigma, PMP, or related operational excellence methodologies.
• Any relevant supply chain specific certifications
• Exposure to automation tools, workflow solutions, AI, and digital transformation initiatives.
• Experience in business process transitions and transformations.
• Knowledge of customer contractual requirements, order governance, and compliance frameworks.
• Advanced reporting and analytics experience using Power BI or similar BI platforms.

Key Competencies

• Leadership and people management
• Strategic thinking and decision-making
• Stakeholder and relationship management
• Governance and risk management
• Business and financial acumen
• Continuous improvement mindset

Success Measures

• Achievement of SLA/KPI targets and service excellence
• Improved customer satisfaction and stakeholder engagement
• Strong team performance, engagement, and retention
• Successful delivery of transformation and automation programs
• Strong governance, compliance, and audit outcomes
• Measurable business value creation and operational efficiency improvements