Director, Customer Ops Vet & Retail

Boehringer Ingelheim GmbH; Manila; On-site; PHP 10,672,000 - 14,438,000; Full time

Job summary

Boehringer Ingelheim seeks a Director, Customer Ops Vet & Retail to lead end-to-end order-to-cash, customer service, deductions management, and channel-specific operations for the Veterinary and Retail businesses. The role coordinates with the U.S.

Commercial teams and the Manila GBS center to deliver a lean, digital, customer-centric operating model. You will drive governance, automation, and performance analytics, manage budgets and partner contracts, and develop a high-performing team of

Qualifications

• Bachelor’s degree in business, supply chain, or related field.
• MBA or equivalent advanced degree preferred.
• Lean/Six Sigma certification desirable.
• Experience in retail or CPG environments with large customers.

Responsibilities

• Own end-to-end service performance for Veterinary Channel and Retail.
• Lead hybrid service delivery across US team, Manila GBS, and outsourced center.
• Define SLAs, controls, training, and capacity plans.
• Manage deductions, disputes, and revenue protection.
• Drive automation, digital self-service, and lean process improvements.
• Develop and coach a team of ~19 employees.

Skills

Leadership

Customer operations

Lean Six Sigma

Stakeholder management

Strategic thinking

Education

Bachelor's degree

MBA preferred

Tools

EDI

ERP systems

CRM systems

Job description

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides an opportunity for all employees to collaborate internationally, offering visibility and the opportunity to directly contribute to the company's success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees. The Director, Customer Ops Vet & Retail leads end-to-end Customer Operations for the U.S. Veterinary Channel and Retail businesses. This role is accountable for delivering differentiated, reliable, and scalable customer experience across order-to-cash, customer service, retail operations, deductions management, complex issue resolution, and customer-facing operational solutions. Then incumbent leads a team of approximately 19 employees and orchestrates an extended delivery model that includes the Boehringer Ingelheim Global Business Services center in Manila, Philippines, and an outsourced U.S.-based call center. The Director, Customer Ops Vet & Retail will deliver a lean, digital, customer-centric operating model by simplifying processes, strengthening governance and partner performance, automating transactional work, and focusing internal capabilities on high-value customer relationships, complex exceptions, and business growth. This role partners across Commercial Supply Chain, Sales, Marketing, Finance, Logistics, Quality, IT, Legal, Compliance, and Customer Experience to protect revenue, reduce deductions and service failures, and continuously improve customer outcomes.

Duties & Responsibilities

Customer Operations Leadership:

• Own end-to-end service performance for the Veterinary Channel and Retail businesses.
• Establish channel-specific service strategies, governance, escalation paths, and operating standards that protect revenue and strengthen customer experience.

Hybrid Service Delivery:

• Lead an integrated customer-operations model across the internal U.S. team, the Boehringer Ingelheim Global Business Services center in Manila, Philippines, and an outsourced U.S.-based call center.
• Define scopes, service-level agreements, controls, training, knowledge management, quality assurance, escalation protocols, capacity plans, and business-continuity requirements.

Veterinary Channel Solutions:

• Ensure veterinary clinics receive consistent support for order management, product availability, account inquiries, returns, credits, service exceptions, digital self-service, and complex case resolution.
• Retain strategic and high complexity work internally while directing routine and transactional activities to the appropriate delivery partner.

Retail Customer Operations:

• Build and lead fit-for-purpose capabilities for major retail customers, aligning operational execution with customer requirements, commercial commitments, retailer portals, EDI, compliance standards, promotions, logistics, and account-specific service expectations.

Deductions Management:

• Own the cross-functional deductions-management operating model, including prevention, intake, validation, root-cause analysis, dispute resolution, recovery, aging governance, and corrective actions.
• Partner with Sales, Finance, Logistics, Pricing, Master Data, and customers to reduce leakage and eliminate recurring causes.

Digital, Lean, and Continuous Improvement:

• Develop and execute a roadmap for automation, digital self-service, workflow simplification, standard work, data visibility, and waste elimination.
• Use lean methods and performance analytics to improve speed, quality, scalability, and cost-to-serve without compromising customer experience or compliance.
• Lead, develop, and engage a team of approximately 19 employees.
• Establish clear accountabilities, performance expectations, succession plans, capability development, and a culture of customer centricity, inclusion, ownership, collaboration, and continuous improvement.

Financial and Risk Stewardship:

• Manage the function's budget, partner contracts, business cases, controls, and investments.
• Ensure compliant execution of order-to-cash activities and effective mitigation of financial, operational, data, and third-party risks.

Requirements

• Bachelor's degree required in Business Administration, Supply Chain, Operations, Finance, Engineering, or a related discipline required; MBA or other relevant advanced degree preferred.
• Lean, Six Sigma, customer-experience, project-management, or related professional certification is desirable.
• Minimum twelve (12) years of progressive experience in customer operations, customer service, order-to-cash, supply chain, logistics, retail operations, or a related field, including significant people-leadership responsibility.
• Required experience in retail or CPG/FMCG environments supporting large, complex retail customers; combined experience with animal health, healthcare, or another regulated industry is preferred.
• Demonstrated success leading customer operations at scale, preferably across veterinary, direct, distributor, e-commerce, and retail channels.
• Strong knowledge of deductions, chargebacks, disputes, retailer compliance, EDI, order and invoice accuracy, returns, credits, and root-cause prevention.
• Proven ability to govern outsourced call centers, business-process outsourcing partners, and global shared-services teams through clear SLAs, quality controls, performance reviews, and escalation mechanisms.
• Track record of delivering measurable efficiencies through lean management, standardization, automation, digital self-service, analytics, and process redesign.
• Strategic and financial acumen with the ability to manage budgets, contracts, business cases, trade-offs, controls, and revenue-protection priorities.
• Excellent leadership, coaching, change-management, negotiation, communication, and stakeholder-influence skills across senior, cross-functional, and multicultural audiences.
• Strong analytical and problem-solving capability, with a bias for action, customer centricity, operational discipline, and continuous improvement.

Eligibility Requirements:

• Must be legally authorized to work in the United States without restriction.
• Must be willing to take a drug test and post-offer physical (if required).