Operational Expert, Project Manager - Customer Service - Order Management

Work Your Magic with us!  

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

Role Overview

This is a strategic individual contributor role focused on the structural transformation and centralization of Customer Service and Order Management processes within our Global Business Services (GBS) model for the Americas. The Senior Leader will drive the transition, centralization, and stabilization of core processes, ensuring operational continuity and an enhanced customer experience.

This role is specifically designed for a transition expert—someone with a proven track record in offshoring and business process centralization—rather than a purely IT or technology-focused program manager.

Core Responsibilities

• Operational Transformation: Lead multi-country regional initiatives to transform and standardize Customer Service and Order Management workflows.
• Transition & Migration: Execute end-to-end migrations toward Shared Services models, including detailed planning, cut-over, hypercare, and long-term stabilization.
• Process Optimization: Redesign and standardize Order-to-Cash (OTC) processes to improve efficiency and business alignment.
• Performance Governance: Define and monitor critical KPIs and SLAs, such as OTIF (On-Time In-Full), backlog management, and order accuracy.
• Risk & Budget Management: Implement robust governance models to manage risks and budgets associated with complex regional programs.
• Stakeholder Influence: Navigate a highly matrixed, multicultural environment to align regional and global senior leadership without compromising operational integrity.
• Change Management: Lead organizational change with a structured methodology to ensure sustainable adoption of new service models.

Position Requirements

Education & Experience

• Required: 10+ years of experience leading strategic operational transformation programs.
• Required: Bachelor’s degree in Administration, Engineering, Operations, or a related field. (Master’s degree preferred).
• Required: Advanced English proficiency (written and verbal).
• Required Experience: A proven track record of leading structural transitions (offshoring/centralization) specifically in Order Management or Customer Service.

Technical Skills & Certifications

• Project Management: PMP (PMI) or PRINCE2 certification is highly desirable.
• Process Improvement: Lean Six Sigma (Green or Black Belt) certification is highly desirable.
• Industry Knowledge: Experience in the Pharmaceutical or Manufacturing industry is a significant advantage.
• Methodology: Expert ability to structure and execute end-to-end transformation methodologies.

Professional Competencies

• Strategic Influence: Ability to manage complex stakeholder relationships and influence without direct authority over the 300+ employees within the scope.
• Structured Thinking: Clear, concise, and execution-oriented communication skills.
• Operational Continuity: A practical focus on maintaining business stability during high-impact migration periods.
• Analytical Leadership: Experience managing operational KPIs with direct impact on the customer experience.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!