Job Summary
The Senior Manager, Customer Operations leads the Contract Membership and Chargebacks teams at CSL Seqirus. The role owns contract eligibility and the accurate payment of chargebacks, rebates, and fees, which sit at the center of Gross-to-Net (GTN) execution.
This leader partners closely with Finance on close and accruals, handles our most complex disputes with national wholesalers, and keeps upstream eligibility aligned with downstream payments. We are looking for someone who will develop this team, expand its use of data and automation, and fix recurring issues at their root cause rather than account by account.
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 Membership and Chargebacks: Direct day-to-day operations for both teams, set priorities, and hold the group accountable for accuracy and timeliness.
- Build the Team: Hire, coach, and develop a team of analysts and leads. Set clear goals, give regular feedback, and build enough depth that no part of the work depends on one person.
- Own Accuracy and Compliance: Ensure chargebacks, rebates, and fees are validated and settled correctly, and keep the chargeback error rate in line with industry benchmarks. Maintain SOX controls, policies, and procedures, and lead the team through internal and external audits.
- Partner with Finance: Validate accruals, pipeline balances, and reserves during financial close, and turn operational trends into inputs Finance can use for forecasting and planning.
- Manage Chargeback Vendors: Oversee our third-party chargeback vendors, set clear service expectations, track their performance, and resolve issues before they reach customers.
- Set and Track KPIs: Define and report the team's key measures, such as error rate, claim aging, and open deductions, and act early when performance slips.
- Lead Process and Digital Improvement: Own SAP and Model N enhancements and drive the team's use of data, reporting, and automation to reduce revenue leakage and manual work.
What You Bring
- Experience: 5+ years of progressive experience in contract operations, membership, chargebacks, revenue management, or finance within a life sciences or healthcare manufacturing company, or comparable experience in a contract-driven distribution business.
- People Leadership: Proven experience managing senior analysts or leads, including hiring, performance management, and development planning.
- Systems: Strong working knowledge of Model N and SAP, or comparable contract management and ERP systems, including how data flows between them.
- Analytical and Financial Skills: The ability to work through large transaction datasets, trace financial errors to their root cause, and present findings in terms Finance can act on. Experience with Power BI, Tableau, SQL, or similar tools is a plus.
- Controls and Compliance: Experience with SOX controls, audits, and written procedures. Familiarity with government contracts and pricing is a plus.
- Process Improvement: Experience leading system enhancements, automation, or other digital projects from design through implementation.
- Education: Bachelor's degree in Finance, Business Administration, Supply Chain Management, or a related field.
Who You Are
- A Big-Picture Thinker: Understands how customer eligibility upstream drives chargeback liability downstream and, ultimately, the balance sheet.
- A Builder: Wants to grow the team and improve how it works, and is willing to question long-standing practices to get there.
- A Credible Communicator: Holds partners to compliance standards with confidence and negotiates high-value settlements directly with wholesalers.
- A Cross-Functional Partner: Builds strong working relationships with Finance, Sales, IT, and Supply Chain.
- Steady Under Pressure: Keeps the team accurate and on schedule 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