Senior Manager, Ecosystems Governance

Responsibilities

• Own and steward the end-to-end OtC process design, governance, and performance framework across global and regional business operations.
• Define and maintain global process standards, policies, controls, and decision rights to improve consistency, compliance, and scalability across the OtC landscape.
• Partner across Commercial, Customer Service, Supply Chain, Finance, and Digital/IT teams to improve process handoffs, resolve cross-functional pain points, and strengthen end‑to‑end accountability.
• Lead process harmonization efforts across core OtC sub‑processes, including customer master data, order entry, billing, deductions and disputes, collections, cash application, and reporting.
• Identify process inefficiencies, control gaps, and sources of revenue leakage, and lead initiatives to improve cycle time, data quality, working capital outcomes, and customer experience.
• Establish and monitor process KPIs, control metrics, and service performance measures, using insights to drive prioritization and continuous improvement.
• Partner with system and data teams to define business requirements, support digital enablement, and ensure technology solutions align with process design and governance objectives.
• Lead root cause analysis and resolution of systemic process issues, ensuring sustainable corrective and preventive actions are implemented.
• Support audit readiness, internal controls, and regulatory compliance requirements relevant to the OtC process.
• Facilitate governance forums and stakeholder reviews to align on priorities, risks, roadmap decisions, and performance improvement opportunities.
• Drive change management and adoption activities to embed standardized ways of working and improve process discipline across the organization.
• Provide leadership, coaching, and development for team members and/or matrixed resources supporting OtC process excellence activities.

• Bachelor’s degree in Supply Chain, Information Systems, Engineering, Business, or a related field.
• Typically 8-10 years of progressive experience in supply chain, operations, digital systems, or governance related roles, with demonstrated leadership responsibility.
• Proven success leading process transformation, governance, or continuous improvement in complex global environments.
• Strong knowledge of core OtC processes, controls, and performance drivers, including billing, collections, deductions, cash application, and customer master data.
• Demonstrated ability to influence cross‑functional stakeholders and drive results in a matrixed organization.
• Strong analytical and problem‑solving skills, with the ability to translate process issues into practical solutions.
• Experience with ERP platforms and digital tools that enable OtC processes, reporting, and automation.
• Familiarity with regulated environments (e.g., medical devices, life sciences) and requirements such as GxP and SOX.
• Agile or PMP/PPMC certifications.
• Experience partnering with external technology vendors and service providers.
• Knowledge of data governance, integration architecture, or ecosystem platforms.
• Strong analytical, problem‑solving, and decision‑making skills.
• English (additional languages a plus)