Head of Order to Serve, North America

* Act as a key business leader and single point of contact across the end-to-end O2S process and all neighboring functions:
Supply Chain (SC), Customer Invoice to Cash, Customer Fulfilment, Customer Experience, Trade, and Commercial Operations.
* Act as decision maker for O2S projects that support broader strategic business opportunities, including mergers & acquisitions, divestments, and new product launches
* Proactively and efficiently manage resolutions of any significant blocks or backlogs in the E2E process that impact financial decisions and customer experience
* He/she will be the subject-matter expert on local specifics and have a clear understanding of the global order to support processes.
* Function as the primary liaison for Distribution Partners, including 3PL providers, managing the day-to-day coordination of data integration across multiple platforms (e.g., EDI, mData, and internal reporting dashboards, external Vendors, and customers).
* Oversee validation of critical data sets, including financial (pricing, invoicing, and sales volume) and product data (inventory, product profile), ensuring data accuracy and quality
* Point of escalation between Hub teams & local neighboring functions in case of significant issues not solved directly by team managers
* Manage and act as an expert on all US export order-to-cash activities and Bogota hub service management with partnering functions, including:  + Export operations for both third-party and intercompany flows  + Export data governance and master data management  + Export compliance controls within order to cash processes  + Strategic collaboration with legal and compliance teams on export regulatory changes  + Trade compliance and financial risk management for export operations
* Provide comprehensive customer support and reporting from multiple systems, working closely with the Account Management and Data Analytics teams
* Drive operational excellence through close partnership with customer fulfilment and trade for all Contractual Terms and Conditions with Third-Party Logistics (3PL) providers, Wholesalers/Distributors, and Retail
* Develop and manage local policies, procedures, and methodologies governing local processes
* Implement standard processes as defined by Global Process Owners and Global Process Leads, maximize Core model adherence, and manage local deviations to these standard processes within the Region
* Partner with the local/global stakeholders, notably Supply Chain and Trade teams, process owners, and neighboring functions to communicate and implement the end-to-end process efficiencies, while maintaining quality of service and proper risk assessment.
* Implement Core Model Solutions and ensure technology transformation activities have been delivered on time and on budget, by ensuring proper program staffing & SME resources allocation
* Closely collaborate with Global Process Owners & Leads (GPOs &GPLs), Regional Process Managers, and the Bogota hub to support the design and implementation of key O2S projects within the operations
* Ensure that key O2S projects deliver the expected benefits in terms of efficiency, costs, and quality, and work end-to-end with Order to Serve processes/
* Foster a continuous improvement culture by promoting identification of process improvement opportunities through process simplification & elimination of low-value-added activities
* Champion process automation initiatives and ensure seamless adoption and transition
* Ensure close collaboration with Bogota Hub to identify continuous improvement initiatives & automation opportunities, champion initiatives with Hub, Automation COE & Digital team
* Ensure adherence to Compliance and Internal Control standards (including SOX) is met, and that local controls & contribution to hub-owned controls are properly followed and documented as per global Internal Control Guidelines
* Owner of all internal control processes impacting O2S and key contact for internal and external audit reviews
* Accountable for remediation required for any control deviations
* Be the escalation point between Hub teams & Local neighboring functions for significant issues related to claims and disputes that cannot be resolved directly by team managers. Responsible for structuring the approach for resolving issues promptly and effectively
* Encourages a culture of continuous improvement by fostering feedback loops between the local team and the shared services hub.
* Collaborate with internal teams and external partners to advance digital capabilities across customer-facing platforms, including e-commerce and call centers.
* Identify and implement process improvements to the order management workflow to maximize customer experience and operational efficiency.
* Act with expert judgment, experience, and confidence to serve as a primary decision-maker on critical business matters. This role requires an individual who can operate with minimal oversight, taking full ownership of complex decisions that impact…