{"id":1975669,"url":"https://alion.io/job/galderma-3pl-order-management-lead","title":"3PL Order Management Lead","company":{"id":1758178,"name":"Galderma","domain":"galderma.com","url":"https://alion.io/company/galderma-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":37,"ghost_share":0,"stale_share":0.865,"repost_share":0,"time_to_fill_p50_days":40,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Sales","role_family":"Sales","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Fort Worth, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":100000,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Computer Use","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-06T21:12:56Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-22T13:27:42Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.\nWe look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.\nAt Galderma, we actively give our teams reasons to believe in our bold 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.\nJob Title: 3PL Order Management Lead\nLocation: Miami, FL\nThe Opportunity\nThe 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.\nWhile 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\nSuccess 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.\nKey Responsibilities\n1. Outsourced O2C Supplier Oversight (35%)\nServe as the business owner for outsourced O2C operational performance for the Therapeutic Dermatology business.\nMonitor and assess outsourced O2C execution against agreed service levels, SOPs, compliance requirements, and customer experience expectations.\nRepresent Customer Operations in governance routines, operational reviews, MBRs, QBRs, and performance discussions related to O2C execution and customer experience.\nDrive O2C-related corrective actions, issue resolution, and continuous improvement initiatives with outsourced providers and internal stakeholders.\nExpected Outcome: Consistent service execution, improved O2C performance, and enhanced customer satisfaction.\nHow: Operational reviews, governance meetings, KPI monitoring, escalation management, and cross-functional performance m\nanagement.\n2. KPI Monitoring & Performance Management (20%)\nMonitor operational, customer experience, and business performance metrics.\nIdentify trends, risks, and improvement opportunities through data analysis.\nDevelop and track corrective action plans with internal and external stakeholders.\nCollaborate with the 3PL Client Success Senior Manager and outsourced partners to identify and implement improvements impacting customer experience and O2C performance.\nExpected Outcome: Improved service levels, increased operational efficiency, and sustained performance improvements.\nHow: Dashboards, scorecards, trend analysis, root cause analysis, performance reviews, and continuous improvement initiatives.\n3. Escalation Management & Service Recovery (15%)\nServe as the primary escalation point for customer-impacting O2C issues.\nLead cross-functional resolution efforts to restore service, remove barriers, and drive timely issue closure.\nLead root cause analysis and implementation of corrective actions.\nPartner with Finance to resolve invoicing, deductions, credits, chargebacks, and payment-related issues.\nCoordinate with the 3PL Client Success Senior Manager on customer-impacting distribution, fulfillment, and warehouse-related issues requiring cross-functional resolution.\nExpected Outcome: Timely issue resolution, reduced customer disruption, and improved customer experience.\nHow: Escalation governance, stakeholder coordination, service recovery planning, and corrective action management.\n4. Process Governance, SOPs & Training (10%)\nMaintain and improve O2C processes, SOPs, work instructions, and operational controls.\nEnsure outsourced partners operate in compliance with established O2C procedures and standards.\nDrive process standardization and operational excellence across customer operations.\nSupport implementation of new processes, policies, and system enhancements impacting O2C operations.\nExpected Outcome: Consistent execution, reduced errors, and audit-ready operations.\nHow: Process reviews, SOP governance, training coordination, and quality monitoring.\n5. Injectable Aesthetics O2C Support (10%)\nProvide oversight and support for Injectable Aesthetics O2C operations through governance and performance monitoring.\nManage escalations, issue triage, and process alignment activities.\nProvide limited transactional and exception support as needed to maintain service continuity.\nSupport adoption of common service standards, KPIs, and governance practices.\nExpected Outcome: Reliable service delivery, operational continuity, and alignment across business units.\nHow: Performance reviews, escalation support, exception management, and cross-functional coordination.\n6. Compliance, Risk Management & Business Continuity (10%)\nEnsure O2C operations comply with company policies, quality standards, and regulatory requirements.\nOversee appropriate handling and escalation of product complaints, medical inquiries, adverse events, and controlled distribution exceptions.\nMonitor customer eligibility, licensing, and compliance requirements.\nLead business continuity planning and response activities during operational disruptions.\nExpected Outcome: Compliant, audit-ready operations with minimized business and regulatory risk.\nHow: Compliance monitoring, risk assessments, business continuity planning, audits, and cross-functional partnership.\n7. Systems, Data Management & Customer Master Governance (5%)\nOversee customer onboarding, customer master data maintenance, and compliance validation activities.\nEnsure accuracy of customer data across ERP, EDI, and related systems.\nMonitor customer licensing requirements and account maintenance activities.\nSupport system enhancements, testing, reporting, and resolution of O2C-related data issues.\nExpected Outcome: Accurate customer data, reliable system execution, and strong compliance controls.\nHow: Customer master governance, EDI monitoring, reporting analysis, system testing, and data quality reviews.\nQualifications\nRequired\nBachelor's degree in Business, Supply Chain, Operations, Finance, or related field.\n5+ years of experience in Customer Operations, Customer Service, Supply Chain, or Order-to-Cash (O2C) operations.\nExperience supporting specialty pharmaceuticals, biologics, medical devices, or other regulated healthcare environments.\nExperience overseeing outsourced service providers, BPO partners, and/or 3PL operations, including SLA, KPI, and vendor performance management.\nStrong knowledge of O2C processes, including customer onboarding, order management, fulfillment, invoicing, customer master data, and issue resolution.\nExperience working with ERP systems (Oracle preferred), EDI transactions, and operational reporting tools.\nStrong analytical, problem-solving, and organizational skills with the ability to manage multiple priorities.\nDemonstrated ability to lead cross-functional initiatives and influence stakeholders without direct authority.\nKnowledge of compliance requirements related to regulated healthcare products, including customer eligibility, licensing, product complaints, adverse events, and controlled distribution processes.\nStrong executive communication, stakeholder management, presentation, and influence skills.\nPreferred\nExperience supporting specialty distribution, specialty pharmacy, controlled distribution, cold-chain, biologic, or buy-and-bill business models.\nExperience participating in supplier governance reviews, MBRs/QBRs, and performance improvement initiatives.\nExperience with Power BI or similar reporting and analytics tools.\nContinuous Improvement, Lean Six Sigma, or Project Management experience.\nKnowledge of financial processes related to O2C, including deductions, credits, chargebacks, and revenue-impacting transactions.\nCore Competencies\nO2C Business Ownership\nCustomer Experience & Service Excellence\nVendor Governance & Performance Oversight\nPerformance Management & Analytics\nEscalation & Service Recovery\nCompliance & Risk Management\nBusiness Continuity Planning\nCustomer Master Data Governance\nProcess Improvement & Operational Excellence\nCross-Functional Leadership\nFinancial Acumen\nCommunication & Stakeholder Influence\nThis 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\nPhysical Requirements and Work Environment\nThis 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.\nThis 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.\nCompensation\nThe 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 responsibiliti...","description_format":"text","description_chars":14266,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Dermatology","Aesthetic Medicine & Plastic Surgery","Skincare"],"lifecycle":[{"event":"open","at":"2026-10-06T21:12:56Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.598,"p_room":0.9,"age_days":16,"expected_fill_days":40,"reasons":["conf:16","stale_co","win:mid","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":100000,"is_top_pay":false},"html_url":"https://alion.io/job/galderma-3pl-order-management-lead","json_url":"https://alion.io/job/galderma-3pl-order-management-lead.json","meta":{"generated_at":"2026-10-23T22:44:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5747,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1758178},"rest":"https://alion.io/mcp/rest/get_company?id=1758178"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgalderma-3pl-order-management-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgalderma-3pl-order-management-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgalderma-3pl-order-management-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/galderma-3pl-order-management-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgalderma-3pl-order-management-lead"}]}