O2C Operations Lead: Customer Experience & Governance

Galderma Laboratories, LP; Fort Worth (TX); On-site; USD 80,000 - 100,000; Full time

Job summary

Galderma Laboratories, LP in Boston is seeking the Customer Operations Business Lead, O2C to own outsourced O2C performance for Therapeutic Dermatology and support Injectable Aesthetics O2C operations. You will collaborate with 3PLs, internal teams, and external providers to drive service levels and customer experience.

The role emphasizes governance, performance management, escalation handling, and process standardization across the O2C lifecycle, with accountability for compliance and business

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

• Oversee outsourced O2C performance for Therapeutic Dermatology; monitor service levels and compliance.
• Track metrics, identify trends, and implement corrective action plans with stakeholders.
• Serve as primary escalation point for O2C issues; lead cross‑functional resolution.
• Maintain SOPs, processes, and training; ensure audit‑ready operations.
• Provide governance for Injectable Aesthetics O2C and support service continuity.
• Ensure compliance, risk management, and business continuity planning.
• Oversee customer onboarding and data governance across ERP/EDI systems.

Skills

O2C governance

KPI monitoring

Escalation management

Cross-functional leadership

Analytical skills

Stakeholder management

Education

Bachelor's degree

Tools

Oracle ERP

EDI

Power BI

Job description

Galderma Laboratories, LP in Boston is seeking the Customer Operations Business Lead, O2C to own outsourced O2C performance for Therapeutic Dermatology and support Injectable Aesthetics O2C operations. You will collaborate with 3PLs, internal teams, and external providers to drive service levels and customer experience.

The role emphasizes governance, performance management, escalation handling, and process standardization across the O2C lifecycle, with accountability for compliance and business