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Director, Order and Revenue Cycle Operations

2 months ago

Philadelphia, Pennsylvania, United States 1925 GlaxoSmithKline LLC Full time
About the Role

The Director of Order and Revenue Cycle Operations is a senior leadership position responsible for overseeing the entire order-to-cash process, ensuring timely and accurate processing of orders, adjustments, and returns. This role requires a strong focus on customer satisfaction, compliance with government pricing requirements, and mitigation of financial risk.

Key Responsibilities
  • Develop and communicate the strategic vision for the Customer Operations organization, including customer service and order management functions.
  • Lead a large, diverse team responsible for managing order-to-cash activities, exceeding $25 billion in sales, and impacting financial sales and government price reporting.
  • Drive a performance-based culture of accountability, trust, and high-quality standards, balanced with exceptional customer-focused experiences and industry-leading service levels.
  • Design and own SOX and management controls to meet legal and government pricing requirements, mitigating financial risk.
  • Effectively coach and develop first-line leaders and quality assurance analysts to support team and manage major implementation projects, improving business processes.
  • Establish and maintain key relationships with diverse stakeholders, providing 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, negotiating mutually agreeable solutions to resolve complex business issues.
  • Implement innovative solutions and leverage new technology to create efficiencies while continuously elevating the level of service.
  • Create, improve, and/or redesign core processes to support new distribution strategies, launches, divestments, etc., ensuring efficiency, accuracy, and risk mitigation.
  • Drive and implement system enhancements and business process improvements to create efficiencies, mitigate risk, and/or improve the customer experience.
  • Provide leadership and expertise in high-impact implementation projects to mitigate compliance risks, create efficiencies, and improve service quality and the customer experience.
  • Manage high-dollar budget and operating expenses through efficient vendor and resource management.
  • Strategically assess and benchmark the structure and performance of the organization against internal and external standards at a global level.
Requirements
  • 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
Preferred Qualifications
  • 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
  • Results-oriented, self-starter with the ability to drive accountability for results within the team
  • High level of motivation and ability to find creative solutions to challenging business issues or unique customer situations
  • Demonstrated multi-dimensional and complex problem-solving skills (technology, people, processes)
  • Demonstrated ability to work seamlessly across multi-disciplinary teams to help implement new contract strategies, new business requirements, or new legislation