Director, Vet & Retail Customer Ops - Global Lead

Boehringer Ingelheim GmbH; Johns Creek (GA); On-site; USD 180,000 - 240,000; Full time

Job summary

Boehringer Ingelheim USA seeks a Director, Customer Ops Vet & Retail to lead end-to-end customer operations for the U.S. Veterinary Channel and Retail businesses.

You will drive service performance, governance, and an omni-channel delivery model with internal teams, BPO partners, and global services to protect revenue and improve customer outcomes. The role requires 12+ years in customer operations with leadership responsibility, experience with large retail customers, and a track record of

Qualifications

• Bachelor's degree required in relevant field; MBA preferred.
• 12+ years of progressive experience in customer operations, with leadership responsibilities.
• Experience with retail/CPG/FMCG environments and large retail customers.
• Experience governing outsourced call centers and global shared-services teams with clear SLAs.

Responsibilities

• Own end-to-end service performance for the Veterinary Channel and Retail businesses.
• Lead an integrated delivery model across internal US team, GBS Manila center, and outsourced call center.
• Ensure deductions management, order-to-cash, and customer-facing operational solutions.
• Build and lead capabilities for major retail customers and account management.
• Lead digital, lean, and automation initiatives to improve speed, quality, and cost-to-serve.

Skills

Leadership

Customer operations

Project management

Lean Six Sigma

Analytics

Vendor management

Stakeholder management

Education

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

MBA or advanced degree preferred

Job description

Boehringer Ingelheim USA seeks a Director, Customer Ops Vet & Retail to lead end-to-end customer operations for the U.S. Veterinary Channel and Retail businesses.

You will drive service performance, governance, and an omni-channel delivery model with internal teams, BPO partners, and global services to protect revenue and improve customer outcomes. The role requires 12+ years in customer operations with leadership responsibility, experience with large retail customers, and a track record of