Head of Customer Ops – Vet & Retail Excellence

Boehringer Ingelheim Pharmaceuticals, Inc.; 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

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