O2C Operations Leader - Customer Experience & Governance

Galderma; Boston (MA); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Job summary

Galderma is seeking a Customer Operations Business Lead, O2C to govern and optimize Order-to-Cash processes for Therapeutic Dermatology and Injectable Aesthetics. You will partner with outsourced providers, 3PLs, and internal teams to ensure service levels, compliance, and exceptional customer experience.

The role focuses on supplier governance, KPI monitoring, escalation management, and continuous improvement across the O2C network, with opportunities to influence end‑to‑end processes and data

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.

Responsibilities

• Oversee outsourced O2C supplier governance and performance.
• Monitor O2C metrics and drive action plans for improvements.
• Lead escalation management and ensure timely issue resolution.
• Govern O2C processes, SOPs, and training for compliance and standardization.
• Provide O2C support for Injectable Aesthetics with cross‑functional coordination.
• Ensure compliance, risk management and business continuity in O2C operations.
• Oversee customer onboarding, master data quality and ERP/EDI system alignment.

Skills

O2C operations

Vendor governance

Analytics

Cross-functional leadership

Problem solving

Education

Bachelor's degree

Tools

Oracle ERP

EDI

Power BI

Job description

Galderma is seeking a Customer Operations Business Lead, O2C to govern and optimize Order-to-Cash processes for Therapeutic Dermatology and Injectable Aesthetics. You will partner with outsourced providers, 3PLs, and internal teams to ensure service levels, compliance, and exceptional customer experience.

The role focuses on supplier governance, KPI monitoring, escalation management, and continuous improvement across the O2C network, with opportunities to influence end‑to‑end processes and data