TRCD-26-04840

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, partnering with functional leadership and cross-functional forums to improve process performance and CSAT. The role blends strategy and execution: using analytics and process mining to quantify opportunities, building business cases, championing automation/AI to remove operational friction, and running closed-loop action tracking and service recovery when metrics are missed. Requires deep O2C and supply chain process knowledge, strong stakeholder influence in a matrixed environment, and familiarity with enterprise platforms like SAP, Salesforce, and Genesys.

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Position summary

Location: India
Workplace: On-site
Employment: Contract
Experience: Minimum 15 years and Maximum 20 years

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Role overview

Why This Role Matters.

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.

Own and drive a strategic service excellence roadmap aligned with the client’s overarching goals, deepening key stakeholder relationships and supporting the functional leader in meeting performance contracts.

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.

Champion automation, artificial intelligence (AI), and emerging digital tools to eliminate manual effort, reduce cycle times, and elevate overall service quality.

Serve as the single source of truth for data and insight within the function, translating business requirements into formal demand.

Utilize advanced analytics and process mining to quantify improvement opportunities and build robust business cases for change.

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.

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.

Celonis

Required

process mining

Required

Minitab

Required

Advanced Excel

Required

analytics

Required

data visualization

Required

AI

Required

automation

Required

Salesforce

Required

Genesys

Required

SAP

Required

Lean

Required

Six Sigma

Required

Agile

Required

design thinking

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 experience

Supply chain process understanding

Operational excellence / continuous improvement

Process performance management (cycle time, quality, SLA/KPI) and service recovery on missed metrics

Advanced analytics skills

Process mining (e.g., Celonis)

Advanced Excel

Data visualization and presentation skills

Working knowledge of AI and automation tools

Working understanding of enterprise systems: SAP, Salesforce, Genesys

Lean certification

Six Sigma certification

Agile project leadership

Ability to run multiple concurrent complex projects with minimal supervision

Business analysis: requirements definition/documentation, test planning, deployment

Design thinking applied to end-user/business/client needs

Senior stakeholder engagement and influencing without authority

Clear communication of technical/operational complexity to technical and leadership audiences

Preferred

Nice to Have

Master’s degree / MBA

Minitab

Digital self-service enablement mindset

Consulting/coaching methodologies for stakeholder partnering

Transformation program integration across functions

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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