Global Process Design & ; Transformation

• Design and document future-state O2C processes, emphasizing event-driven orchestration and exception-based execution.
• Embed new ways of working that shift teams from transactional processing to proactive event management.
• Set global standards for touchless order processing, intelligent exception handling, and consistent customer outcomes.

Event & ; Exception Framework

• Develop and maintain a global event taxonomy (e.g., order failures, credit blocks, supply and delivery risks).
• Define event triggers, thresholds, prioritization logic, and escalation paths to enable timely intervention.
• Create standardized response playbooks to ensure consistent issue handling and resolution across regions.

Technology & ; Digital Enablement

• Partner with IT and transformation teams to enable processes through ERP, CRM, and workflow platforms (e.g., SAP S/4HANA, Dynamics 365).
• Support the implementation of case management, automated workflows, and real-time alerting to manage exceptions at scale.
• Contribute to AI and analytics use cases that improve visibility, predict risk, and enable proactive issue resolution.

Governance & ; Global Alignment

• Establish governance frameworks that drive adherence to global process standards and controls.
• Align Regional BPEs to common methodologies, artifacts, and practices to ensure consistent execution across regions.
• Serve as a central point of expertise for process design decisions, trade-offs, and standard interpretations.

Performance & ; Continuous Improvement

• Define global KPIs (e.g., touchless rate, event resolution time, cycle time, cost-to-serve) and standard reporting definitions.
• Analyze cross-regional performance trends to identify systemic issues, root causes, and

improvement opportunities.

• Lead continuous improvement initiatives that increase automation, reduce manual effort, and improve service reliability.

Change & ; Adoption Support

• Support development of training materials, playbooks, and communications to enable adoption of new processes and tools.
• Partner with regional teams to drive readiness, deployment, and sustained adoption of standardized ways of working.
• Reinforce a culture of standardization, accountability, and continuous improvement across the O2C community.

Requirements

• Education: Bachelor& s degree in Business, Supply Chain, Operations Management, or a related field.
• Experience: 10+ years in Customer Experience, Order to Cash, or related roles, with global or multi- region process leadership.
• 5+ years of experience leading or coordinating global process improvement or governance initiatives.
• Extensive hands-on experience with SAP Order-to-Cash modules in a global context.

Skills & ; Competencies

• Strong project management and process governance skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to drive global standardization and harmonization.
• Analytical mindset with expertise in continuous improvement methodologies.
• Proficiency with data visualization platforms (e.g., Power BI).

experience