Order to Cash Sr. Manager

Overview

A Senior Manager, Order to Cash (O2C) Business Transformation is needed to lead comprehensive process and system improvements across the customer-to-cash lifecycle. The primary focus will be on Salesforce (front office) and NetSuite (ERP/financials) platforms. This role supports the O2C transformation roadmap by partnering with Sales Operations, Finance/Accounting, Shared Services, IT, and Operations teams to deliver measurable improvements in customer experience, working capital, compliance, and scalability through process standardization, automation, and data governance.

Responsibilities

• Lead O2C transformation programs including process redesign, operating model changes, policy and controls updates, and enablement of Salesforce and NetSuite.
• Collaborate with Sales Operations and Finance to improve upstream quote and order quality (products, pricing, discounts, contract terms) to reduce billing defects, disputes, and revenue leakage.
• Define and govern integration touchpoints between Salesforce and NetSuite, covering customer/account data, orders, invoices, payments, credits/returns, including error handling, reconciliation, and exception management.
• Enhance master data governance and controls related to customer hierarchies, bill-to/ship-to addresses, payment terms, tax attributes, product/catalog data, and bank/payment details to support accurate billing and clean financial close.
• Improve cash application efficiency by identifying automation opportunities, optimizing payment matching, reducing unapplied cash, and strengthening cash forecasting inputs.
• Define and track O2C key performance indicators (KPIs) such as Days Sales Outstanding (DSO), Customer Experience Index (CEI), billing timeliness, invoice accuracy/first-pass yield, dispute cycle time, unapplied cash, and write-offs, supported by actionable dashboards.
• Ensure compliance with SOX/internal controls and audit readiness across order approvals, credit holds/releases, billing adjustments, credits/refunds, and segregation of duties.
• Lead cross-functional workshops and change management activities including communications, training, and development of standard operating procedures (SOPs) to drive adoption.
• Provide executive-level reporting on status, risks, and recommendations.

Required Qualifications

• Bachelor’s degree in Business, Finance, Accounting, Operations, Industrial Engineering, Information Systems, or a related field, or equivalent experience.
• Minimum 7 years of experience leading or delivering process improvement or transformation initiatives within Order to Cash, Accounts Receivable, or related customer operations.
• Demonstrated expertise with end-to-end O2C processes including order management, billing/invoicing, credit, collections, cash application, disputes, and reporting.
• Strong program and project management skills including scope definition, planning, risk and issue management, stakeholder engagement, and benefits realization.
• Experience collaborating with systems teams on Salesforce and/or NetSuite enhancements, including translating business needs into user stories/requirements, supporting user acceptance testing (UAT), and driving go-live readiness.
• Working knowledge of internal controls and compliance requirements such as segregation of duties, approvals, and auditability.
• Advanced communication skills with the ability to influence cross-functional leaders and drive decision-making.
• Experience in shared services or global process standardization within multi-entity and multi-currency environments.

Key Skills

• End-to-end process design and optimization covering customer journey and back-office execution.
• Change management and adoption planning including training, communications, and stakeholder alignment.
• Data-driven decision making with the ability to define KPIs and generate actionable insights from data.
• Strong facilitation skills to lead workshops with diverse stakeholders.
• Ability to balance customer experience with working capital, cost, and control requirements.
• Clear documentation skills including process maps, SOPs, policies, and controls narratives.

Compensation & Benefits

Details on compensation and benefits are not provided in this description.

Location

This position is 100% remote anywhere in the United States.