Sr. Manager, Customer Operations & Financial Reconciliation

Job Summary The Senior Manager, Customer Operations and Financial Reconciliation sets the strategy for and leads execution of chargeback adjudication, revenue protection, and financial compliance across CSL Seqirus's commercial contracts, overseeing the Contract Membership and Chargebacks teams and owning the accuracy of the Gross-to-Net (GTN) execution layer. As a key partner to Finance, this role supports financial close and accrual planning, leads resolution of complex disputes with national wholesalers, and ensures upstream contract eligibility translates accurately into downstream claims processing, keeping the chargeback error rate low and short-pay deductions in check during peak demand.

The Senior Manager also looks past individual disputes for the patterns behind them, driving the team to fix root causes rather than resolve the same issue account by account, and partnering with Finance, IT, and Membership to close gaps at the source.

The Customer Operations team protects contract integrity, prevents revenue leakage, and ensures transactional data precision across the order-to-cash lifecycle. Operating as a single, connected unit covering Returns, Chargebacks, Order Management, and Customer Master Data, the team:

• Secures Revenue:
  Validates, audits, and settles commercial transactions in alignment with commercial and government contracts.
• Advances Customer-Centric Operations:
  Streamlines processes and leverages systems to remove manual complexity, enabling consistent execution and strong cross-functional alignment.
• Drives System Integrity:
  Optimizes core platforms to support accurate pricing, reliable transaction processing, and seamless data flow across the organization.
• Shapes the Customer
  
  Experience:
  
  Interprets complex commercial policies, resolves disputes, and manages reverse logistics to ensure a consistent and trusted customer journey.

• Lead GTN Operations:
  Oversee the Contract Membership and Chargebacks teams, setting priorities and holding the group accountable for accuracy, timeliness, and cross-functional alignment across the GTN execution layer.
• Develop & Lead the Team:
  Manage performance and growth for a team of senior analysts and leads, setting goals, giving regular feedback, and building succession depth across Membership and Chargebacks.
• Own Financial Integrity & Reconciliation:
  Ensure accurate adjudication, validation, and settlement of chargebacks, rebates, and fees, maintaining an industry-aligned chargeback error rate.
• Partner with Finance on Close & Accruals:
  Validate accruals, pipeline balances, and reserves during financial close to protect cash flow and keep the numbers accurate.
• Resolve Complex Commercial Disputes:
  Lead dispute resolution and negotiations with wholesalers, GPOs, and buying groups to resolve pricing discrepancies and finalize settlements.
• Improve Process & Systems:
  Lead SAP and Model N enhancements and simplify workflows, using data to reduce revenue leakage and cut manual work.

• Experience:
  
  5+ years of progressive experience in commercial contract operations, chargeback adjudication, revenue management, or finance within a pharmaceutical or healthcare manufacturing environment.
• Team Leadership:
  Proven experience managing a team of senior analysts or leads, including performance management and development planning, with a track record of building collaborative, high-performing teams.
• Systems Fluency:
  Strong working knowledge of Model N and SAP revenue management platforms, including how data flows and integrates across systems.
• Financial & Analytical Acumen:
  Comfortable working through large transactional datasets to trace complex financial errors to their root cause, and able to…