Job Summary
The Manager, Customer & Contract Operations leads our Customer Master Data team, which turns new customer requests into accounts that are licensed, set up, and ready to order. The team also enters and maintains contracts, including customer pricing and rebates. Account and contract data determine who can buy our products, at what price, under which contract, and where orders ship, so getting that data right protects everything downstream.
You will set the standards the team works to, partner with Contract Membership, Chargebacks, Finance, and I&T to fix problems at the source, and modernize how we onboard and manage customers. Beyond day-to-day leadership, you will build the longer-term plan for how this work should evolve as our customers, contracts, and systems change.
What the Customer Operations Team Does
Customer Operations covers Customer Master Data, Contract Membership, Chargebacks, and Product Returns, and the four groups work as one team. Our job is to make sure customers are set up, charged, and credited correctly under their contracts. The team:
- Protects Revenue: Checks and settles transactions against commercial and government contracts so that credits and payments are correct.
- Keeps Data Accurate: Maintains the customer and pricing records that orders and claims depend on.
- Reduces Manual Work: Improves processes and makes better use of our systems so the same work takes fewer steps.
- Supports Customers: Explains commercial policies, resolves disputes, and manages product transactions.
What You'll Do
- Lead the Team: Set direction and priorities for onboarding, licensing, account maintenance, and contract entry, and make timely calls when urgent requests compete for attention.
- Coach and Develop the Team: Set clear goals, give regular and honest feedback, and support each person's career growth. Train the team on our standards and the reasons behind them, and build enough depth that no part of the work depends on one person.
- Streamline Onboarding and Contract Entry: Redesign how new customer requests and executed contracts move from intake to setup, cutting handoffs, rework, and wait time so customers can start buying at the right price sooner. Include license tracking in that work so expirations are caught early. Work with Sales, Customer Service, Contract Membership, and Contracting to remove friction between teams.
- Set Data Standards and Prevent Errors: Define the data standards, validation rules, and customer structures the team works to in SAP and Model N. Use error trends to find where the process breaks down and fix it there.
- Measure and Report Performance: Decide which measures the team is held to, such as turnaround time and accuracy, and report trends and risks to leadership.
- Modernize the Work: Find where manual steps can be automated or simplified, build the business case, and partner with I&T to deliver the improvements. Develop a multi-year roadmap covering systems, tools, and team capacity, and lead the team through the changes.
- Maintain Controls and Audit Readiness: Keep procedures current and every account and contract change documented, so the team is ready for internal and external audits.
- Step In When It Counts: Work alongside the team on complex setups, contract changes, and urgent account issues, and use those moments to teach.
What You Bring
- Experience: 5+ years in customer master data, customer onboarding, contract administration, or commercial operations within life sciences, healthcare, or a comparable distribution business.
- People Leadership: Experience managing direct reports, including performance management, development planning, and difficult conversations.
- Systems: Strong working knowledge of SAP customer master and Model N, or comparable ERP and contract management systems.
- Process Improvement: A track record of streamlining operational processes, such as reducing cycle time, rework, or manual effort. Lean or similar methods are a plus.
- Industry and Contract Knowledge: Experience with customer onboarding and license verification in a regulated industry, and the ability to read contract terms, including pricing and rebates, and set them up accurately. An understanding of how customer structures and membership in GPOs and buying groups affect pricing.
- Data and Tools: Advanced Excel skills for auditing and reconciling large datasets. Experience with Power BI, SQL, or automation tools is a plus.
- Education: Bachelor's degree in Business, Finance, Supply Chain, or a related field preferred.
Who You Are
- A Structured Operator: Brings discipline to the work and builds processes that are simple and repeatable.
- A Coach: Gives the team room to own their work and steps in with support and direct feedback when needed.
- A Systems Thinker: Understands how a change to a customer account or contract affects orders, chargebacks, and financial results downstream.
- A Change Leader: Questions how things have always been done and brings others along when adopting better tools.
- A Collaborative Partner: Builds strong working relationships across Customer Operations and with Sales, Customer Service, Contracting, Finance, and I&T.
- Steady Under Pressure: Keeps the team accurate and responsive when volumes peak and timelines tighten.
About CSL Seqirus
CSL Seqirus is part of CSL. As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. With state-of-the-art production facilities in the U.S., the U.K. and Australia, CSL Seqirus utilizes egg, cell and adjuvant technologies to offer a broad portfolio of differentiated influenza vaccines in more than 20 countries around the world.
To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor visit https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/.
Our Benefits
For more information on CSL benefits visit How CSL Supports Your Well-being | CSL.
You Belong at CSL
At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.
To learn more about inclusion and belonging visit https://www.csl.com/careers/inclusion-and-belonging
Equal Opportunity Employer
CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement.
Watch our ‘On the Front Line’ video to learn more about CSL Seqirus