3PL Order Management Lead

Job Title: 3PL Order Management Lead (Customer Operations Business Lead, O2C) Location: Boston, MA The Opportunity The Customer Operations Business Lead, O2C is responsible for the governance, performance management, and oversight of Order-to-Cash (O2C) operations, with primary responsibility for the Therapeutic Dermatology business operating within an outsourced O2C and distribution model. Acting as the business owner for outsourced O2C operational performance, this role ensures customer-facing O2C processes are executed in accordance with service, compliance, operational, and customer experience expectations. The role serves as the primary escalation and coordination point for customer-impacting O2C issues and partners closely with outsourced providers, distribution partners, and internal stakeholders to drive service performance and operational excellence. While the primary focus is supplier governance and oversight, the role may perform limited transactional execution and exception management activities in support of in-line products and business continuity needs. The role also provides support and oversight for Injectable Aesthetics O2C operations through performance monitoring, process governance, escalation management, business continuity support, and limited transactional execution as needed. Working cross-functionally with Commercial, Supply Chain, Finance, Quality, Regulatory, specialty distribution partners, 3PLs, and outsourced service providers, this role drives operational excellence, customer experience, and consistent O2C execution across the customer operations network Success in this role requires strong stakeholder communication and influence skills to align internal teams, external partners, and leadership while driving accountability and resolution of customer-impacting issues. Key Responsibilities 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. 2. KPI Monitoring & Performance Management (20%) 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. 3. Escalation Management & Service Recovery (15%) 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: Ti…

View the full posting and apply