How you will make history here…
Job Summary
The Director, Supply Chain Customer Operations, is accountable for the strategy, governance, and performance of customer order management across a large, complex consumer products supply chain. This role owns third-party managed services for day-to-day order processing, enterprise order management policy, and the technology ecosystem that enables efficient, accurate, and scalable order execution.
The Director will drive improvements in customer ordering behavior, pricing and order accuracy, automation, throughput, and order lead time while partnering cross functionally with Sales, Finance, IT, and external partners to deliver a low-cost, high service, increasingly automated Order to Cash model.
What you will do…
Key Responsibilities
Managed Services & Order Execution
- Own the operating model and performance of third party partners responsible for daily customer order processing.
- Establish SLAs, KPIs, governance routines, and escalation paths to ensure accuracy, speed, and compliance.
- Drive productivity, automation, and throughput improvements across internal and external order management teams.
Order Policy, Process & Governance
- Own enterprise supply chain policies related to customer ordering behavior, including order timing, lead time, pricing compliance, order blocks, and execution standards.
- Partner with Sales and Finance to balance customer flexibility with supply chain efficiency, cost to serve, and margin protection.
- Lead policy adherence, exception management, and change management across the organization.
Order Management Technology Ownership
- Serve as business owner for order processing technologies, including:
- Base order capture and processing
- Pricing and promotion validation
- Order block management
- Order automation and RPA
- Throughput and lead time optimization
- Partner with IT to define roadmaps, requirements, testing, and deployment of new capabilities.
- Drive modernization toward a highly automated, scalable, and resilient order management ecosystem.
Performance & Continuous Improvement
- Own enterprise KPIs for order accuracy, automation rate, cycle time, lead time, and customer compliance.
- Lead escalation and manage root cause analysis and corrective actions for chronic service or execution issues.
- Drive continuous improvement using Lean, Six Sigma, and digital enablement.
Leadership & Cross Functional Collaboration
- Lead and develop a high performing team of customer operations, process, and technology leaders.
- Act as the primary supply chain interface to Sales, Customer Engagement, Finance, IT, and key customers on order management topics.
- Provide executive level insights and recommendations on customer execution performance.
Who you will work with…
- Reporting to the Sr Director, Fulfillment & Customer Engagement
- Would have 3 Direct reports, total team of 17 + Genpact Team
What you bring to the table… (Must Have)
Qualifications Required
- Bachelor’s degree in Supply Chain, Operations, Business, Engineering, or related field.
- 10+ years of progressive experience in customer facing supply chain, order to cash, logistics, or operations.
- Experience managing third-party or managed service providers.
- Strong knowledge of order management, pricing validation, order blocks, and customer execution.
- Proven ability to lead change and influence in a matrixed organization.
It would be great if you have… (Nice to Have)
Preferred
- MBA or advanced degree.
- Experience in large consumer products or food & beverage companies.
- Experience with ERP (e.g., SAP), order management systems, and automation tools.
- Lean / Six Sigma certification.
Join our talent community
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