- We are hiring a Manager - Digital CX & Customer Service Excellence to drive transformation across the Order-to-Cash (O2C) journey within the supply chain ecosystem.

- This role sits at the intersection of Supply Chain, Customer Experience, and Digital Transformation, owning CX governance, O2C rule standardization, and digital product ownership across ERP/OMS/TMS/WMS platforms.

- You will play a key role in building a predictive, transparent, and data-driven customer experience by integrating processes, systems, and insights into a unified O2C ecosystem.

Key Responsibilities

1. O2C Rulebook Ownership & Governance

- Own and govern the end-to-end O2C rulebook (Order - ATP/Allocation - Delivery - Credit - Backorders - SLA)

- Ensure lifecycle management, SAP S/4HANA alignment, and adoption across regions

- Standardize rule interpretation across Planning, Warehousing, Transportation, Finance, and Commercial teams

- Govern exceptions and publish compliance dashboards

2. CX & NPS Governance (Insight to Action)

- Lead NPS / Voice of Customer (VoC) programs including surveys and sentiment analytics

- Use AI/ML-driven root cause analysis to identify experience gaps

- Run structured "Listen - Diagnose - Act" improvement sprints

- Drive measurable outcomes: reduced complaints, improved TAT, higher NPS/CSAT/CES

3. Digital Product Ownership (Supply Chain CX Lens)

- Own roadmap for O2C-linked digital service workflows

- Integrate ERP, OMS, TMS, and WMS systems for unified customer visibility

Implement:

- Case routing & SLA workflows

- Escalation frameworks

- Unified customer identity

- Drive automation of ePOD, ASN, predictive ETA, and exception alerts

- Leverage last-mile platforms like FarEye, Locus, Shipsy, LogiNext, Onfleet, Bringg

4. Delivery Logic, Plant Determination & SLA Governance

- Govern dispatch logic (LDC/RDC routing, FTL/Milkrun eligibility)

- Define and manage delivery surcharges and service rules

- Standardize SLA windows and ensure SAP alignment

- Track allocation accuracy and routing efficiency

5. Governance, Data & Change Management

- Build KPI frameworks across service, SLA, and exception domains

- Publish dashboards for leadership visibility

- Drive data standardization, UAT, and change management

- Improve OTIF, SLA adherence, and backorder management

Stakeholder Management

- Internal: Planning, Warehousing, Transportation, Sales, Marketing, Finance, IT, Regional SC teams

- External: ERP/OMS/TMS/WMS vendors, implementation partners, analytics providers

- Cross-functional alignment is critical to drive O2C excellence

Eligibility Criteria

Experience:

- Strong experience in O2C, Order Management, CX, or Digital Supply Chain roles

- Proven track record in O2C governance, service excellence, or transformation projects

- Experience in multi-region/global supply chain environments preferred

Core Skills:

- Deep understanding of O2C processes (Order - ATP - Delivery - Invoice)

Expertise in:

- O2C rule governance

- SLA frameworks & exception handling

- CX metrics (NPS, CSAT, CES)

- Experience as Product Owner for supply chain workflows

- Strong analytical skills with Power BI/Tableau + AI/ML exposure

- Knowledge of ERP/OMS/TMS/WMS integrations

- Familiarity with last-mile tech platforms

Education:

- MBA/MS in Supply Chain, Operations, Analytics, or Customer Experience

- Preferred certifications: Lean Six Sigma, PMP, ITIL, CCXP, Agile

Key Decision-Making

- Define CX workflows, SLA rules, and O2C communication frameworks

- Drive improvements in customer experience KPIs through digital interventions

- Recommend strategic investments in CX platforms, automation, and analytics

Key Challenges

- Driving O2C rule discipline across multiple functions

- Transitioning from reactive service to predictive CX operations

- Ensuring SAP and system changes improve both control and experience

- Balancing commercial flexibility with process governance