PL Order Management Lead

1. Outsourced O2C Supplier Oversight (35%)

• Serve as the business owner for outsourced O2C operational performance for the Therapeutic Dermatology business.
• Monitor and assess outsourced O2C execution against agreed service levels, SOPs, compliance requirements, and customer experience expectations.
• Represent Customer Operations in governance routines, operational reviews, MBRs, QBRs, and performance discussions related to O2C execution and customer experience.
• Drive O2C-related corrective actions, issue resolution, and continuous improvement initiatives with outsourced providers and internal stakeholders.

Expected Outcome:
Consistent service execution, improved O2C performance, and enhanced customer satisfaction.

How:
Operational reviews, governance meetings, KPI monitoring, escalation management, and cross-functional performance m

anagement.

• Monitor operational, customer experience, and business performance metrics.
• Identify trends, risks, and improvement opportunities through data analysis.
• Develop and track corrective action plans with internal and external stakeholders.
• Collaborate with the 3PL Client Success Senior Manager and outsourced partners to identify and implement improvements impacting customer experience and O2C performance.

Expected Outcome:
Improved service levels, increased operational efficiency, and sustained performance improvements.

How:
Dashboards, scorecards, trend analysis, root cause analysis, performance reviews, and continuous improvement initiatives.

• Serve as the primary escalation point for customer-impacting O2C issues.
• Lead cross-functional resolution efforts to restore service, remove barriers, and drive timely issue closure.
• Lead root cause analysis and implementation of corrective actions.
• Partner with Finance to resolve invoicing, deductions, credits, chargebacks, and payment-related issues.
• Coordinate with the 3PL Client Success Senior Manager on customer-impacting distribution, fulfillment, and warehouse-related issues requiring cross-functional resolution.

Expected Outcome:
Timely issue resolution, reduced customer disruption, and improved customer experience.

How:
Escalation governance, stakeholder coordination, service recovery planning, and corrective action management.

• Maintain and improve O2C processes, SOPs, work instructions, and operational controls.
• Ensure outsourced partners operate in compliance with established O2C procedures and standards.
• Drive process standardization and operational excellence across customer operations.
• Support implementation of new processes, policies, and system enhancements impacting O2C operations.

Expected Outcome:
Consistent execution, reduced errors, and audit-ready operations.

How:
Process reviews, SOP governance, training coordination, and quality monitoring.

• Provide oversight and support for Injectable Aesthetics O2C operations through governance and performance monitoring.
• Manage escalations, issue triage, and process alignment activities.
• Provide limited transactional and exception support as needed to maintain service continuity.
• Support adoption of common service standards, KPIs, and governance practices.

Expected Outcome:
Reliable service delivery, operational continuity, and alignment across business units.

How:
Performance reviews, escalation support, exception management, and cross-functional coordination.

• Ensure O2C operations comply with company policies, quality standards, and regulatory requirements.
• Oversee appropriate handling and escalation of product complaints, medical inquiries, adverse events, and controlled distribution exceptions.
• Monitor customer eligibility, licensing, and compliance requirements.
• Lead business continuity planning and response activities during operational disruptions.

Expected Outcome:
Compliant, audit-ready operations with minimized business and regulatory risk.

How:
Compliance monitoring, risk assessments, business continuity planning, audits, and cross-functional partnership.

• Oversee customer onboarding, customer master data maintenance, and compliance validation activities.
• Ensure accuracy of customer data across ERP, EDI, and related systems.
• Monitor customer licensing requirements and account maintenance activities.
• Support system enhancements, testing,…