Director, Customer Service - Order to Cash

Location: New York

Role Summary The Director, Order-to-Cash - CT leads the transformation and sustained performance of CT’s end-to-end order-to-cash process. The role is accountable for delivering an industry-leading customer and internal user experience and improving financial outcomes, including invoice accuracy, payment speed, revenue realization, operating efficiency, and overdue receivables attributable to billing or payment issues.

The Director leads Product, CLC Finance, FSS, technology, Service, Sales, and other stakeholders as one team. Using data and analysis, the Director establishes CT’s order-to-cash strategy, process and policy priorities, shared goals and measures, and improvement roadmap. The Director is the decision owner for CT’s order-to-cash improvement roadmap: resolving competing recommendations and deciding which improvements to prioritize, pilot, advance, change, or stop.

Partner functions are accountable for providing input and carrying out those decisions within their areas and meeting their agreed commitments. Functional leaders retain authority over their people, budgets, systems, and controls.

FSS owns accounts receivable (AR), payment application, and collections, including the associated operations and systems. The Director works closely with FSS to address CT issues that affect customers’ ability or willingness to pay and to support faster collections and cash application. FSS retains responsibility for execution within its remit. The Director follows global policies and processes and uses global systems, such as Black Line, wherever possible.

If doing so would create a financial downside for CLC, the Director works with FSS to justify and align on any variation. The Director provides input to FSS’s roadmap and policies but does not hold final decision rights over them.

The role has two direct reports and is supported by partners in Product, FSS, CLC Finance, Global Technology Services, DXG, GBS, and CLC Service and Sales. These functions align with the Director on how the team will operate, help shape initiatives, and commit the resources, deliverables, milestones, and performance measures needed to execute decisions. The initial mandate is limited to CT, CLC’s largest and most complex brand.

The remit may expand to other CLC brands if the approach delivers the desired results.

Key Duties Set the strategy and make improvement decisions. Define CT’s order-to-cash strategy, shared performance targets, and priorities with Product, FSS, CLC Finance, and other stakeholders. Seek input from the teams responsible for each part of the process, resolve competing recommendations, and make and enforce decisions on CT improvements based on customer and financial impact. Set CT process and policy direction within applicable global requirements, and work with the responsible functions to implement decisions.

Align with global systems and processes wherever practical and apply relevant practices from other business units and divisions.

Build and govern the roadmap. Maintain a prioritized roadmap covering projects and ongoing improvements. For each initiative, document one accountable owner, contributors, decision rights, committed capacity, milestones, dependencies, target benefits, success measures, an escalation path, and the scope and owner of ongoing maintenance. Agree on delivery owners and timing with functional leaders. Monitor dependencies and enforce milestones through a defined review cadence;

confirm required milestones and results before work advances through an implementation gate or closes. Escalate unresolved ownership, resource, or decision gaps promptly with a recommended resolution.

Identify customer and operational problems. Maintain an order-to-cash customer journey…