01
TRCD-26-04600
Customer Service Excellence Manager – Order to Cash (O2C)
Senior service/operational excellence leader to own and drive a service excellence roadmap for global Order-to-Cash operations. The role partners with functional leadership and cross-functional forums to improve CSAT and process KPIs, championing automation/AI and using analytics and process mining to quantify opportunities and build business cases. Requires strong stakeholder influence in a matrixed organization, continuous improvement leadership (Lean/Six Sigma/Agile), and working knowledge of enterprise platforms such as SAP, Salesforce, and Genesys.
Position summary
- Location
- India
- Workplace
- On-site
- Employment
- Contract
- Experience
- Minimum 15 years and Maximum 20 years
Role overview
Why This Role Matters.
Senior service/operational excellence leader to own and drive a service excellence roadmap for global Order-to-Cash operations. The role partners with functional leadership and cross-functional forums to improve CSAT and process KPIs, championing automation/AI and using analytics and process mining to quantify opportunities and build business cases. Requires strong stakeholder influence in a matrixed organization, continuous improvement leadership (Lean/Six Sigma/Agile), and working knowledge of enterprise platforms such as SAP, Salesforce, and Genesys.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
02
Act as the voice of the function in cross-functional leadership forums, and conversely, bring the voice and insights of those forums back into the function.
03
Champion automation, artificial intelligence (AI), and emerging digital tools to eliminate manual effort, reduce cycle times, and elevate overall service quality.
04
Serve as the single source of truth for data and insight within the function, translating business requirements into formal demand.
05
Utilize advanced analytics and process mining to quantify improvement opportunities and build robust business cases for change.
06
Monitor end-to-end business performance, integrate cross-functional programs, and partner with leadership and operational excellence (Opex) teams to drive continuous improvement and execute service recovery on missed metrics.
07
Own closed-loop action tracking derived from partner forums, generate actionable insights for engagement committees, and hold supporting teams accountable for their deliverables.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
Celonis
Required
02
process mining
Required
03
Minitab
Required
04
Advanced Excel
Required
05
analytics
Required
06
data visualization
Required
07
AI
Required
08
automation
Required
09
Salesforce
Required
10
Genesys
Required
11
SAP
Required
12
Lean
Required
13
Six Sigma
Required
14
Agile
Required
15
CSAT
Required
16
O2C
Required
17
operational excellence
Required
18
continuous improvement
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
15+ years total experience
7–8 years in operational excellence/service excellence/customer-facing operations leadership in a large matrixed global organization
Order-to-Cash (O2C) domain knowledge
Continuous improvement and operational excellence (Opex)
Process performance management (KPIs, cycle time, service recovery)
Advanced analytics and insight generation
Process mining (e.g., Celonis)
Advanced Excel
Data visualization and executive presentation skills
Automation and AI tools (working knowledge)
Enterprise systems working understanding: SAP, Salesforce, Genesys
Lean and Six Sigma certification
Agile project leadership
Business analysis: requirements definition/documentation, test planning, deployment
Stakeholder management and influencing without authority
Program/project management across multiple concurrent complex initiatives
Preferred
Nice to Have
MBA/Master’s degree
Minitab
Design thinking methodologies
Digital self-service enablement focus
Consulting/coaching methodologies for senior stakeholders
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for Customer Service Excellence Manager – Order to Cash (O2C)
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