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The Associate Director, Order to Cash serves as the enterprise business process owner for end-to-end Order-to-Cash across multiple legal entities. This role leads the teams, processes, controls, systems, and cross-functional partnerships required to deliver accurate billing, disciplined receivables management, strong cash performance, audit-ready operations, and a scalable customer experience. Operating with autonomy and executive presence, the Associate Director partners closely with Commercial Operations, Sales, Strategic Accounts, Customer Service, Tax, IT/System teams, Revenue/Accounting, SOX, and Finance leadership to strengthen governance, improve KPI visibility, automate manual work, reduce revenue leakage, enhance cash flow, and improve customer outcomes.

Key Accountabilities:

End-to-End Order-to-Cash Leadership

• Own the full O2C lifecycle, including customer onboarding, master data governance, billing, credit, collections, cash application, dispute resolution, reporting, reserves, and close support.
• Establish clear governance, process accountability, service-level expectations, escalation paths, and decision rights across O2C activities.
• Lead the O2C team with a player-coach mindset, providing hands-on support for high-impact customer, operational, and control matters.
• Build a culture of accountability, customer service, controls discipline, continuous improvement, and measurable outcomes.

Customer, Pricing & Item Master Data Governance

• Own governance and oversight of customer master data, including customer creation, updates, deactivation, tax status, payment terms, credit limits, and required approvals.
• Oversee pricing master data, including setup and maintenance of price lists, contract pricing, discounts, rebates, and commercial terms in ERP and billing systems.
• Partner with Commercial, Finance, Operations, and IT/System teams to validate item master data impacts on billing, revenue recognition, tax, reporting, and customer experience.
• Establish and enforce SOX-compliant controls over master data changes, including segregation of duties, audit trails, periodic review, and remediation of data quality issues.

Billing, Invoicing & Revenue Support

• Oversee accurate and timely invoicing across patient dosing, customer orders, pricing, discounts, rebates, credits, adjustments, and other revenue-related transactions.
• Ensure billing processes align with approved contracts, pricing governance, commercial terms, tax requirements, revenue recognition considerations, and internal policies.
• Partner early with Commercial Operations, Sales, Strategic Accounts, and Finance on customer onboarding, deal structures, pricing changes, new revenue streams, and billing implications.
• Reduce billing errors, manual touchpoints, cycle time, and revenue leakage through disciplined controls, process standardization, and system improvements.

Credit, Collections, Disputes & Cash Performance

• Set and maintain customer credit policies, risk frameworks, credit limits, and bad debt mitigation strategies using data-driven analysis and portfolio monitoring.
• Lead collections strategy and execution to improve cash conversion, reduce DSO, resolve delinquent balances, and manage escalation protocols for high-risk or strategic accounts.
• Oversee dispute management, deductions, short payments, write-offs, and customer account reconciliations, ensuring issues are resolved timely and root causes are addressed upstream.
• Provide forecasting visibility into expected collections timing, aging trends, and working capital risks to support Finance leadership and cash flow planning.

Reporting, Close, Controls & Audit Readiness

• Own O2C reporting and KPI dashboards, including AR aging, DSO, collection effectiveness, invoice accuracy, billing cycle time, bad debt reserves, write-offs, unapplied cash, disputes, and risk exposure.
• Oversee month-end close activities related to AR, reserves, write-offs, cash application, reconciliations, and related support in accordance with IFRS and internal policies.
• Own and continuously strengthen the SOX control framework for O2C, ensuring processes are designed, documented, tested, and operating effectively.
• Serve as a primary liaison for internal and external audit requests related to AR, credit, billing, collections, cash application, and master data controls.

Process Transformation, Systems & Automation

• Lead O2C process transformation by identifying bottlenecks, control gaps, manual workarounds, data quality issues, and customer-impacting failure points.
• Partner with IT/System teams to enhance ERP, billing, cash application, reporting, and workflow tools, ensuring scalable processes, system controls, and clear ownership.
• Develop and maintain SOPs, process maps, issue logs, root-cause analyses, training materials, workflow documentation, and process narratives for audit and operational consistency.
• Champion automation, AI-enabled productivity, and scalable reporting to improve accuracy, visibility, cycle time, and team capacity.
• Support new product launches, commercial model changes, and revenue stream expansion by ensuring O2C readiness across pricing, billing, controls, reporting, and system requirements.

Cross-Functional Governance & Stakeholder Partnership

• Serve as the connective tissue across Commercial, Sales, Customer Service, Tax, Finance, Accounting, SOX, Legal, and IT/System teams to ensure seamless O2C execution.
• Lead recurring operating reviews with stakeholders to monitor KPIs, escalations, service levels, issue resolution, and improvement priorities.
• Represent the O2C function in business initiatives, system implementations, commercial model changes, contract/pricing updates, and integration or transformation activities.
• Communicate risks, trade-offs, recommendations, and performance trends clearly to senior leadership.

People Leadership

• Lead, coach, and develop the O2C team, setting clear goals, performance expectations, cross-training plans, and succession pathways.
• Build organizational capability to support growth, complexity, and increasing transaction volume without proportional headcount increases.
• Promote an inclusive, high-performing team environment aligned with company values and focused on continuous learning, ownership, collaboration, and excellence.

Key Capabilities:

• Commitment to excellence: Take pride in your work and consistently strive for excellence in everything you do
• Results-oriented: Driven to achieve goals and objectives, with a strong focus on delivering measurable results
• Creativity and innovation: Possess a willingness to think outside the box and come up with unique and creative solutions to challenges
• Strong communication skills: Able to communicate effectively with colleagues and stakeholders at all levels, using clear and concise language
• Collaboration: Work effectively as part of a team, actively sharing knowledge and expertise to achieve common goals
• Resilience: Demonstrate the ability to bounce back from setbacks and persevere in the face of challenges
• Inclusive mindset: Demonstrate an understanding and appreciation for diversity, and actively work to create an inclusive environment where everyone feels valued and respected
• Adaptability: Comfortable working in a dynamic environment, able to adjust to changing priorities, and willing to take on new challenges
• Ethical behavior: Act with integrity and demonstrate a commitment to ethical behavior in all interactions with colleagues and stakeholders
• Continuous learning: Show a commitment to ongoing learning and professional development, continually seeking out opportunities to expand your knowledge and skills