Director, Customer Ops Vet & Retail

Boehringer Ingelheim; Johns Creek (GA); On-site; USD 150,000 - 210,000; Full time

Job summary

Boehringer Ingelheim is seeking a Director of Customer Ops Vet & Retail to lead end-to-end operations for U.S. Veterinary Channel and Retail, overseeing order-to-cash, service, deductions, and complex issue resolution. You will manage ~19 employees, partner with GBS Manila and a U.S.

call center, and drive a lean, digital operating model. This role collaborates across Commercial Supply Chain, Sales, Marketing, Finance, Logistics, Quality, IT, Legal, Compliance, and Customer Experience to protect

Qualifications

• Bachelor's degree in Business Administration, Supply Chain, Operations, Finance, or Engineering required; MBA or advanced degree preferred.
• Minimum of twelve years of progressive experience in customer operations, customer service, order-to-cash, supply chain, logistics, or related fields with leadership responsibilities.
• Experience in retail or CPG/FMCG environments supporting large, complex retail customers; animal health or healthcare background is a plus.
• Strong knowledge of deductions, chargebacks, disputes, retailer compliance, EDI, and revenue protection.
• Proven ability to govern outsourced call centers and global shared-services teams through SLAs and governance.

Responsibilities

• Own end-to-end service performance for Veterinary Channel and Retail businesses.
• Lead integrated customer-operations model across internal teams, BPO, and offshore delivery partners.
• Define scopes, SLAs, controls, training, knowledge management, and continuity plans.
• Build and lead capabilities for major retail customers, aligning with commercial requirements and portals.
• Manage deductions-management operating model, prevention, intake, dispute resolution, and root-cause analysis.
• Develop roadmaps for automation, digital self-service, and lean process improvements.

Skills

Leadership

Customer Operations

Strategic Planning

Vendor/Outsourcing Mgmt

Process Improvement

Lean Six Sigma

Cross-functional Collaboration

Budget Management

Communication

Data Analytics

Education

Bachelor's degree in Business / Supply Chain / Operations / Finance / Engineering

MBA or advanced degree preferred

Tools

CRM systems

EDI

MS Excel

Power BI

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.

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

People Leadership

• 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)
• Must be 18 years of age or older

Our Company

Boehringer Ingelheim is a biopharmaceutical company active in both human and animal health. As one of the industry's top investors in research and development, the company focuses on developing innovative therapies that can improve and extend lives in areas of high unmet medical need. Independent since its foundation in 1885, Boehringer takes a long-term perspective, embedding sustainability along the entire value chain. Our approximately 54,300 employees serve over 130 markets to build a healthier and more sustainable tomorrow. Learn more at www.boehringer-ingelheim.com.

Why Boehringer Ingelheim?

With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.

Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.

Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.

Want to learn more? Visit https://www.boehringer-ingelheim.com