Whether it's the unique breadth of our integrated offering that covers Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology products; or our commitment to recognizing and rewarding people for the contribution they make - working here isn't like anywhere else.
At Galderma, we actively give our teams reasons to believe in our ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.
Job Title: 3PL Order Management Lead (Customer Operations Business Lead, O2C)
Location: Boston, MA
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.
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.
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.
Expected Outcome: Timely issue resolution, reduced customer disruption, and improved customer experience.
How: Escalation governance, stakeholder coordination, service recovery planning, and corrective action management.
Expected Outcome: Consistent execution, reduced errors, and audit-ready operations.
How: Process reviews, SOP governance, training coordination, and quality monitoring.
Expected Outcome: Reliable service delivery, operational continuity, and alignment across business units.
How: Performance reviews, escalation support, exception management, and cross-functional coordination.
Expected Outcome: Compliant, audit-ready operations with minimized business and regulatory risk.
How: Compliance monitoring, risk assessments, business continuity planning, audits, and cross-functional partnership.
Expected Outcome: Accurate customer data, reliable system execution, and strong compliance controls.
How: Customer master governance, EDI monitoring, reporting analysis, system testing, and data quality reviews.
This role serves as the internal business owner for customer-facing O2C operations, ensuring operational performance, compliance, and customer experience objectives are achieved across Therapeutic Dermatology and Injectable Aesthetics. The position partners closely with the 3PL Client Success Senior Manager, outsourced providers, and cross-functional stakeholders to drive operational excellence, issue resolution, business continuity, and continuous improvement across the O2C process, while maintaining clear accountability for customer operations governance and O2C performance
Physical Requirements and Work Environment
This role requires the ability to perform standard office activities, including extended periods of computer use, participation in virtual and in-person meetings, and collaboration across teams. Depending on business needs, occasional travel may be required. Work environments and physical requirements may vary based on the requirements of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all responsibilities. Duties and responsibilities may be modified, added, or removed as necessary to meet business and organizational needs.
The target base salary range for this role in Boston is $80,000-$100,000 per year. This range reflects the anticipated compensation for the role. Where pay falls withing the range may vary based on many factors, including, but not limited to, job responsibilities, skills, experience, education, certifications, location and applicable geographic pay zones, market conditions, internal equity and business considerations. Compensation decisions are made based on an assessment of the candidate’s qualifications and the totality of relevant factors.
In addition to base salary, this role is eligible to participate in an annual short-term incentive program, subject to plan terms and eligibility requirements.
Galderma offers a competitive and comprehensive benefits program, including medical, dental, and vision coverage, a 401(k) plan with employer match, paid time off, and other benefits, subject to eligibility and applicable plan terms.
This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the United States.
At Galderma, you’ll be part of a purpose-driven organization committed to advancing dermatology and improving patient outcomes worldwide. We offer competitive compensation, annual incentive opportunities, and comprehensive benefits, along with meaningful opportunities for growth, development, and collaboration in an inclusive and innovative environment.
Don't meet every single requirement? At Galderma, we are dedicated to building a diverse, inclusive, and innovative workplace. If you're excited about this role, but your experience doesn't align perfectly with the qualifications listed, we encourage you to apply anyway!
If you are considering employment at Galderma, review our job postings at www.galderma.com/us/careers. Please be aware of fraudulent job offers and individuals falsely claiming to represent our Human Resources department. Our company will never request or offer payment, personal financial information, or sensitive data (such as Social Security numbers or bank details) during the early stages of recruitment. All legitimate communications from our HR team will come from official company email domains and follow our established hiring process.
Galderma is the leading company solely dedicated to skin and advancing the future of dermatology.
We deliver an innovative, science-based portfolio of sophisticated brands and services across Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Through trusted partnerships with healthcare professionals, we ensure to meet individual consumer and patient needs with superior outcomes.
