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Senior Leader, Order and Revenue Cycle
2 months ago
The Director of Order Management and Customer Engagement is a senior leadership position responsible for overseeing the organization's order-to-cash activities, totaling over $25 billion in sales. This role requires a strategic thinker who can drive a performance-based culture of accountability and trust, ensuring exceptional customer experiences and industry-leading service levels.
Key Responsibilities- Define and communicate the vision, mission, and strategic priorities for the Customer Operations organization, including Customer Service and Order Management functions.
- Lead a large, diverse organization consisting of GSK FTEs and vendor resources responsible for managing order-to-cash activities.
- Drive a performance-based culture of accountability and trust, high-quality standards, and robust compliance controls.
- Design and own SOX and management controls to meet legal and Government Pricing requirements and mitigate financial risk.
- Effectively coach and develop first-line leaders and Quality Assurance Analysts to support team and manage major implementation projects.
- Establish and maintain key relationships with diverse and extensive matrix to provide front-line customer insights, voice of customer perspective, and business impacts and risks to stakeholders.
- Leverage internal and external stakeholder relationships and expertise to inform, develop, and influence strategy and policy decisions.
- Implement innovative solutions and leverage new technology to create efficiencies while continuously elevating our level of service.
- Manage high-dollar budget and operating expenses through efficient vendor and resource management.
- Bachelor's degree
- 5+ years of experience in the pharmaceutical industry
- Minimum of 3 years' experience leading a team
- Advanced reporting and analytical skills
- Minimum of 3 years' experience leveraging system enhancements and technology to drive business process improvements
- Master's degree or CPA
- Experience in trade strategy, order/inventory management, vendor management, internal controls, and government pricing programs
- Experience with contact center in a pharmaceutical or healthcare industry
- Strong business acumen and deep understanding of financial, legal, and compliance risks associated with trade and distribution
- Project management, process improvement experience
