Job title:

The Europe O2C Operations Lead is responsible for leading the end-to-end Order to cash organization, ensuring operational excellence, outstanding customer service, and efficient order fulfillment. The role drives team performance, develops organizational capability, and partners cross-functionally with other Supply Chain functions, Sales and Finance to deliver reliable and customer-centric operations.

Your role:

Leadership & People Development

• Lead, coach, and develop a high-performing O2C Operations organization including Team Leads, Order Managers, and Sales Back Office Specialists.
• Foster a culture of accountability, collaboration, LEAN, continuous learning, and customer-centricity.
• Drive employee engagement, talent development, succession planning, performance management, and organizational capability building.
• Lead recruitment, onboarding, coaching, and career development to ensure a sustainable talent pipeline.

Operational Excellence

• Ensure efficient end-to-end execution of the O2C Operations process, meeting customer commitments while complying with Quality Management System (QMS), Business Management System (BMS), and regulatory requirements.
• Monitor operational performance through KPIs and service metrics, implementing corrective actions and continuous improvement initiatives to consistently achieve business targets.
• Lead Lean and process excellence initiatives to improve productivity, quality, service, and operational efficiency.
• Optimize workforce planning, workload balancing, and resource allocation to maximize team performance.

Customer & Business Partnership

• Act as the secondary escalation point for customer and market issues, ensuring timely resolution while maintaining high customer satisfaction.
• Build strong partnerships with Regional organization, Sales, other Supply Chain functions and Finance to ensure seamless execution.
• Drive proactive communication and stakeholder management, balancing customer expectations with operational constraints.
• Ensure timely billing, documentation, and compliance with local legal and financial requirements.

Inventory & Supply Coordination

• Ensure effective management of customer orders, inventory availability, and production coordination to support business continuity and service level objectives.
• Collaborate closely with Supply Chain and Manufacturing to proactively identify risks, manage constraints, and optimize order fulfillment.

Continuous Improvement & Digital Transformation

• Identify automation and digitalization opportunities to simplify processes and reduce manual work.
• Lead business process improvements and support implementation of new systems, tools, and technologies (Agentic AI)
• Promote data-driven decision making through operational analytics and performance insights.
• Champion change management initiatives and drive adoption of new ways of working.

Quality & Compliancy

• Ensure compliance with company policies, quality standards, regulatory requirements, and audit expectations.
• Lead internal and external audits related to O2C Operations and implement sustainable corrective actions where required.

You're the right fit if:

1. Has bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or a related field.

Master's degree is an advantage.

2. Has experience:

• Minimum 5 years of experience in O2C Operations, Customer Operations, Supply Chain, Logistics, or Operations Management.
• Minimum 5 years of people leadership experience managing operational teams.
• Proven experience driving operational excellence, process improvement, and organizational change.
• Experience working in a complex global matrix organization.
• Knowledge of ERP systems (SAP), CRM, and O2C Operations processes.
• Experience or strong interest in AI agents, intelligent automation, and digital transformation initiatives.

3. Preferred skills:

• Strong leadership and coaching capabilities
• Customer-focused mindset
• Analytical and data-driven decision making
• Lean / Continuous Improvement methodologies
• Change management
• Stakeholder management and influencing skills

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.