Director, Customer Ops Vet & Retail

Description

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides an opportunity for all employees to collaborate internationally, offering visibility and the opportunity to directly contribute to the company's success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

The Director, Customer Ops Vet & Retail leads end-to-end Customer Operations for the U.S. Veterinary Channel and Retail businesses. This role is accountable for delivering differentiated, reliable, and scalable customer experience across order-to-cash, customer service, retail operations, deductions management, complex issue resolution, and customer-facing operational solutions. Then incumbent leads a team of approximately 19 employees and orchestrates an extended delivery model that includes the Boehringer Ingelheim Global Business Services center in Manila, Philippines, and an outsourced U.S.-based call center.

The Director, Customer Ops Vet & Retail will deliver a lean, digital, customer-centric operating model by simplifying processes, strengthening governance and partner performance, automating transactional work, and focusing internal capabilities on high-value customer relationships, complex exceptions, and business growth. This role partners across Commercial Supply Chain, Sales, Marketing, Finance, Logistics, Quality, IT, Legal, Compliance, and Customer Experience to protect revenue, reduce deductions and service failures, and continuously improve customer outcomes.

Duties & Responsibilities

Customer Operations Leadership:

• Own end-to-end service performance for the Veterinary Channel and Retail businesses.


• Establish channel-specific service strategies, governance, escalation paths, and operating standards that protect revenue and strengthen customer experience.

Hybrid Service Delivery:

• Lead an integrated customer-operations model across the internal U.S. team, the Boehringer Ingelheim Global Business Services center in Manila, Philippines, and an outsourced U.S.-based call center.


• Define scopes, service-level agreements, controls, training, knowledge management, quality assurance, escalation protocols, capacity plans, and business-continuity requirements.

Veterinary Channel Solutions:

• Ensure veterinary clinics receive consistent support for order management, product availability, account inquiries, returns, credits, service exceptions, digital self-service, and complex case resolution.


• Retain strategic and high complexity work internally while directing routine and transactional activities to the appropriate delivery partner.

Retail Customer Operations:

• Build and lead fit-for-purpose capabilities for major retail customers, aligning operational execution with customer requirements, commercial commitments, retailer portals, EDI, compliance standards, promotions, logistics, and account-specific service expectations.

Deductions Management:

• Own the cross-functional deductions-management operating model, including prevention, intake, validation, root-cause analysis, dispute resolution, recovery, aging governance, and corrective actions.


• Partner with Sales, Finance, Logistics, Pricing, Master Data, and customers to reduce leakage and eliminate recurring causes.

Digital, Lean, and Continuous Improvement:

• Develop and execute a roadmap for automation, digital self-service, workflow simplification, standard work, data visibility, and waste elimination.


• Use lean methods and performance analytics to improve speed, quality, scalability, and cost-to-serve without compromising customer experience or compliance.

People Leadership:

• Lead, develop, and engage a team of approximately 19 employees.


• Establish clear accountabilities, performance expectations, succession plans, capability development, and a culture of customer centricity, inclusion, ownership, collaboration, and continuous improvement.

Financial and Risk Stewardship:

• Manage the function's budget, partner contracts, business cases, controls, and investments.


• Ensure compliant execution of order-to-cash activities and effective mitigation of financial, operational, data, and third-party risks.

Requirements

• Bachelor's degree required in Business Administration, Supply Chain, Operations, Finance, Engineering, or a related discipline required; MBA or other relevant advanced degree preferred.


• Lean, Six Sigma, customer-experience, project-management, or related professional certification is desirable.


• Minimum twelve (12) years of progressive experience in customer operations, customer service, order-to-cash, supply chain, logistics, retail operations, or a related field, including significant people-leadership responsibility.


• Required experience in retail or CPG/FMCG environments supporting large, complex retail customers; combined experience with animal health, healthcare, or another regulated industry is preferred.


• Demonstrated success leading customer operations at scale, preferably across veterinary, direct, distributor, e-commerce, and retail channels.


• Strong knowledge of deductions, chargebacks, disputes, retailer compliance, EDI, order and invoice accuracy, returns, credits, and root-cause prevention.


• Proven ability to govern outsourced call centers, business-process outsourcing partners, and global shared-services teams through clear SLAs, quality controls, performance reviews, and escalation mechanisms.


• Track record of delivering measurable efficiencies through lean management, standardization, automation, digital self-service, analytics, and process redesign.


• Strategic and financial acumen with the ability to manage budgets, contracts, business cases, trade-offs, controls, and revenue-protection priorities.


• Excellent leadership, coaching, change-management, negotiation, communication, and stakeholder-influence skills across senior, cross-functional, and multicultural audiences.


• Strong analytical and problem-solving capability, with a bias for action, customer centricity, operational discipline, and continuous improvement.

Eligibility Requirements:

• Must be legally authorized to work in the United States without restriction.


• Must be willing to take a drug test and post-offer physical (if required).


• Must be 18 years of age or older.

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