O2C Operations Lead: Customer Experience & Governance

Galderma; Fort Worth (TX); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan with employer match

Paid time off

Job summary

Galderma in the United States (Fort Worth) seeks a Customer Operations Business Lead, O2C, to own governance and performance across outsourced O2C and distribution, ensuring service, compliance, and customer experience expectations are met. You will act as owner for outsourced O2C performance, coordinate with 3PLs, distribution partners, and internal stakeholders, and escalate customer-impacting issues.

The role covers supplier governance, KPI monitoring, escalation management, process

Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, Finance or related field.
• 5+ years of experience in Customer Operations, Customer Service, Supply Chain, or Order-to-Cash (O2C) operations.
• Experience supporting specialty pharmaceuticals, biologics, medical devices, or other regulated healthcare environments.
• Experience overseeing outsourced service providers, BPO partners, and/or 3PL operations, including SLA, KPI, and vendor performance management.
• Strong knowledge of O2C processes, including customer onboarding, order management, fulfillment, invoicing, customer master data, and issue resolution.
• Experience working with ERP systems (Oracle preferred), EDI transactions, and operational reporting tools.
• Strong analytical, problem-solving, and organizational skills with the ability to manage multiple priorities.
• Demonstrated ability to lead cross-functional initiatives and influence stakeholders without direct authority.
• Knowledge of compliance requirements related to regulated healthcare products, including customer eligibility, licensing, product complaints, adverse events, and controlled distribution processes.
• Strong executive communication, stakeholder management, presentation, and influence skills.

Responsibilities

• Outsourced O2C Supplier Oversight: own outsourced O2C operational performance for Therapeutic Dermatology; monitor against SLAs, SOPs, compliance, and customer experience.
• Represent Customer Operations in governance routines, operational reviews, MBRs, QBRs, and performance discussions.
• Drive O2C‑related corrective actions, issue resolution, and continuous improvement with outsourced providers and internal stakeholders.
• KPI Monitoring & Performance Management: track operational and customer metrics; identify trends, risks, and improvement opportunities; develop corrective action plans.
• Escalation Management & Service Recovery: act as primary escalation point for customer-impacting O2C issues; lead cross-functional resolution and root cause analysis.
• Process Governance, SOPs & Training: maintain and improve O2C processes, SOPs, work instructions, and operational controls; ensure compliance and standardization.
• Compliance, Risk Management & Business Continuity: ensure compliance with policies and regulatory requirements; lead business continuity planning and response.

Skills

Stakeholder management

Cross-functional leadership

Analytical thinking

Communication

Problem solving

Influence without authority

Education

Bachelor's degree in Business, Supply Chain, Operations, Finance

Tools

Oracle ERP

EDI transactions

Power BI

Operational reporting tools

Job description

Galderma in the United States (Fort Worth) seeks a Customer Operations Business Lead, O2C, to own governance and performance across outsourced O2C and distribution, ensuring service, compliance, and customer experience expectations are met. You will act as owner for outsourced O2C performance, coordinate with 3PLs, distribution partners, and internal stakeholders, and escalate customer-impacting issues.

The role covers supplier governance, KPI monitoring, escalation management, process