Head of Order to Serve, North America

Job Title: Head of Order to Serve, North America 

Location: Morristown, NJ

About the job

Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions, and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world. 

Business Operations (BO) / Global Finance Services (GFS) is the Global Shared Service organization of Sanofi providing end to end services to all geographies covered by Sanofi Global Business Units (GBUs through Key Markets - North America, Europe, Japan, Greater Gulf - and International MCOs - Multicounty Organizations) including the Order To Cash (O2C), of which Customer-Invoicing-to-Cash (CI2C) and Account-To-Report (A2R) Service Lines. In addition, BO hosts several Global Centers of Excellence (COE) and Global Hubs that provide support and other services globally or in specific regions.

O2C Service Line, one of the pillars of GFS in Business Operations, currently covers the following areas of the Customer Invoice to Cash (Ci2C) process and is progressively extending its scope to the Order to Serve sub-processes to build an integrated end-to-end order-to-cash process under a single organization.

The Head of Order to serve (O2S) North America oversees the services for the United States and Canada, supporting all GBUs (Specialty Care, General Medicines, and Vaccines).

The role will have overall accountability for sales-oriented business development programs, the customer service call center, and other customer-centric services to deliver a best-in-class customer experience and support financial plan targets. This role will also collaborate with internal teams to support Sanofi’s entire customer experience, including customer-facing platforms, call centers, and e-commerce integrations, as well as operational functions supporting the full vaccine portfolio for strategic customers.

The local Order to Serve head within the North America business operations order-to-cash organization is the guardian of the Order to Serve process adherence & execution within the agreed scope of services, in a matrix-structured organization.

About Sanofi:
We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities:

• 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

Service Delivery

• In close collaboration with Bogota hub and local/ global stakeholders (Supply Chain, Trade, Business Operations) and in compliance with RACI defined in the Global Core Model, accountable for the efficient delivery and monitoring of end-to-end integrated Order to Cash services: Customer Master data (incl. pricing & commercial conditions management), Claims & Disputes Management Order Management, and Customer Service.

• Monitor that O2S services are highly efficient, cost-effective, high-quality, and agile to meet customer satisfaction and achieve strategic targets (i.e., claims and disputes)

• Support internal and external benchmarking activities

• Create, understand, and apply best practices from within Business Operations or external best-in-class service organizations, amending existing processes

• In line with the global Business Operations operating model, provide and communicate service KPIs and dashboards to measure and improve service performance (cost, efficiency, quality, customer satisfaction)

• Impact on customer satisfaction by ensuring the reduction of customer orders blocked and reducing lead cycle time for solving claims & disputes

• Local Order to Serve Partner

• Order Management

• Secure process as per CM aligned with Hub and Neighboring Functions

• Customer Master and Service Management

• Data analysis, monitoring, and securing the robustness of the process with the Hub and Neighboring Functions

• Claims Management

• Follow up on Claims and Disputes and secure a correct action plan and recommendations to secure Customer Satisfaction

• Participate in MCOs/ regional projects as required, including M&A, divestments, and new product launches

• Lead operational governance committees following up on actions, escalation, arbitration & monitoring of transversal O2S issues across local stakeholder functions, according to their respective cadence, eg

• Weekly dispute resolution follow-up with Finance, Supply Chain, Trade & Treasury stakeholders

• Commercial policy design & validation integration

• Lead delivery reviews and other leadership and governance boards at the country levels

• Create a culture of cooperation, collaboration, and teamwork across Ci2C teams and O2S teams within North America and Bogota Hub – Ensure a smooth interface to the relevant stakeholders inside and outside of Business Operations

•  Make sure that strategic decisions or any major business objectives or changes are translated (if relevant) into local processes in alignment with global processes

• Promotes process adherence, including RACI, interaction model, and workflows; identifies and documents deviations; and reports to the O2C cluster head.​

• 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

• ·Review and challenge risk within current defined processes and propose new solutions when applicable

Process Management

• 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

Performance monitoring

• Monitors that O2S is efficient, high quality, and agile to meet customer satisfaction and achieve strategic targets (i.e., internal interactions response time, zero touch orders rate, Claims lead time).

• Conducts regular performance reviews to assess the quality and efficiency of transactional activities. This can involve performance metrics, KPIs, and feedback from both the local team and the shared services hub. The reviews can identify areas for improvement and facilitate ongoing collaboration and alignment.​

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Continuous improvement initiatives

• 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.

Autonomous Strategic Leadership

• 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 organizational performance, resource allocation, and strategic direction.

• Confidence to commit to a course of action when presented with incomplete information or competing priorities

• Willingness to take full responsibility for outcomes, both positive and negative, without deflecting or requiring validation

• Sophisticated evaluation of potential impacts, unintended consequences, and mitigation strategies before committing resources

People Management

• Leads the local O2S retained organization in North America

• Lead and influence the Bogota hub team supporting North America processes (+100 FTE’s)

• Accountable for teams’ recruitment, resource allocation & organization, and organizing training courses to ensure the team is functional and gets it set up for success

• Build a budget, operational workforce planning, monitor headcount, and deliver savings as planned

• Perform & establish employee performance review cycles (evaluation & reward)

• Enhance individual and collective performance and employee satisfaction

• Shape and promote a culture of collaboration, trust, and teamwork throughout the team through leadership and effective communication.

• Focus on employee retention and engagement, advice on actions to management in this relation

Geographic scope

• North America (Canada and US markets) for the Biopharma and Vaccines business

Context of the Job & Major Challenges

• Extension of the current O2S scope to include all GBUs to ensure a consistent and efficient process and provide standardized solutions

• Effective change Management required to manage the transition from the current local operating model within O2S/ Customer Service organizations to the future O2C operating core model through partnership with Customer Invoice to Cash

 About You

Expected skills

• Strong presentation skills with the awareness to adjust to different audiences

• Proven ability to develop and implement strategic initiatives with measurable impact on operational efficiency and customer experience.

• Ability to understand transactional details, root cause, and the broader business context

• Awareness to collaborate cross-functionally with local, global, and hub teams, keeping an end-to-end mindset

• Ability to organize, prioritize, and structure tasks driven by customer satisfaction

• Customer-oriented delivery & problem-solving skills, while maintaining tact and diplomacy

• Flexible and adaptable to changing business environments and requirements

Requirements

• Bachelor’s degree required

• 10+ years of experience managing end-to-end order-to-cash processes, data integration, and vendor relationships

• Knowledge of SAP/Salesforce required

• Experience in the pharmaceutical market with a track record of increasing responsibility in operational roles, particularly in 3PL partnerships, logistics, or supply chain management.

• Familiarity with lean methodologies, Six Sigma, or similar frameworks

• Experience with complex business transformations requiring extensive change management

• Knowledge of compliance and regulatory considerations within supply chain operations (e.g., GxP, temperature-controlled logistics).

• Exceptional interpersonal and communication skills with the ability to influence senior stakeholders and external partners

• Strong understanding of common Information System (IS) solutions and SAP ERP (iShift) used within O2C & Supply Chain, automation platforms, and analytics.

• Knowledge of compliance and regulatory considerations within supply chain operations (e.g., GxP, temperature-controlled logistics).

• Proven ability to develop and implement strategic initiatives with measurable impact on operational efficiency and customer experience.

• Exceptional interpersonal and communication skills with the ability to influence senior stakeholders and external partners

Preferences:

• Experience of working within a Shared Services / BPO model is highly preferred

• Experience in Sanofi SC, SBS, or iO2C team in another pharma organization is a significant asset​

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or a lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs, and at least 14 weeks’ gender-neutral parental leave.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.