Director, Vet & Retail Customer Ops — Digital & Global

Boehringer Ingelheim GmbH; Manila; Hybrid; 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

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