Director, Veterinary & Retail Customer Ops

our future Intern; Johns Creek (GA); On-site; USD 180,000 - 240,000; Full time

Job summary

Boehringer Ingelheim Pharmaceuticals, Inc. 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 a lean operating model across internal teams, GBS Manila, and an outsourced call center. You will partner with Sales, Finance, Logistics, and IT to protect revenue, reduce deductions, and deliver scalable customer outcomes, with a focus on digital self-service and

Qualifications

• Bachelor's degree in business, supply chain, operations, finance or related field.
• MBA or advanced degree preferred.
• Minimum of 12 years in customer operations, including people leadership.
• Experience with large retail/CPG customers; animal health or regulated industries preferred.
• Proven leadership of operations at scale across multiple channels.

Responsibilities

• Own end-to-end service performance for Veterinary Channel and Retail.
• Establish channel-specific service strategies, governance, escalation paths, and standards.
• Lead an integrated model across internal US team, BI Global Services Manila, and outsourced call center.
• Define scopes, SLAs, controls, training, knowledge mgmt, QA, capacity, and continuity requirements.
• Retain strategic, high-complexity work; direct routine activities to partners.
• Build capabilities for major retail customers, align requirements, promos, and EDI expectations.
• Own deductions-management operating model with prevention, validation, root-cause analysis, and recovery.
• Govern outsourced centers with SLAs, quality controls, and escalation mechanisms.
• Drive lean, digital self-service, analytics, and automation to improve speed and cost-to-serve.

Skills

Leadership

Customer operations

Order-to-cash

Deductions management

Vendor management

Lean/Six Sigma

Education

Bachelor's degree

MBA preferred

Tools

EDI systems

Job description

Boehringer Ingelheim Pharmaceuticals, Inc. 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 a lean operating model across internal teams, GBS Manila, and an outsourced call center. You will partner with Sales, Finance, Logistics, and IT to protect revenue, reduce deductions, and deliver scalable customer outcomes, with a focus on digital self-service and