Order to Cash Manager

Job Description

Order to Cash Manager is responsible for setting the strategy, governing, and continuously improving the end-to-end process.  The role is accountable to lead and drive transformation through standardization, simplification and automation across the entire process while ensuring operational excellence, cost efficiency, and process compliance.  This role is a key member the Global Business Services Leadership Teams, and leads a cross-functional governance team with key Commercial Leaders that align on priorities, resolves process issues, limit customizations while ensuring appropriate risk and compliance.  The O2C Manager is embedded into key business decisions and is accountable for translating the cross-functional strategy into a consistent, executable plan for the organization.

Strategy

• Define and drive the long-term vision for the Order to Cash process, ensuring alignment with enterprise goals and cross-functional stakeholders including Commercial Excellence, Country Group Leaders, Finance, IT, Supply Chain, Procurement and Legal.
• Develop and maintain a global transformation roadmap focused on digital enablement, process standardization, and innovation, while influencing company priorities and investment decisions.
• Establish and monitor KPIs to measure end-to-end performance, ensuring alignment with business strategy and continuous improvement goals.
• Own global Order to Cash policies and controls, ensuring clarity, consistency, and compliance with governance, regulatory standards, and industry best practices.
• Promote policy adoption and compliance through effective governance, communication, training, and change management.
• Utilize robust reporting, analytics, and governance practices to provide actionable insights that enhance visibility, support decisions, and ensure compliance throughout the O2C process.

Continuous Improvement

• Lead global initiatives to eliminate inefficiencies and optimize the Order to Cash process through innovation, stakeholder collaboration, and agile execution.
• Use data analytics, process tools, and performance benchmarks to identify opportunities and drive measurable process improvements.
• Implement improvement efforts across regions and functions, embedding a culture of continuous learning and adaptability as solutions are deployed.
• Benchmark internal performance against industry standards and best practices to identify gaps and improvement areas.

Operational Excellence

• Ensure consistent, high-quality execution of the Order to Cash process across geographies and delivery locations through standardized policies, processes, and systems.
• Oversee third-party managed service providers Order to Cash execution including but not limited to Customer Service Operations, Credit, Cash, & Collections Management, managing SLAs, KPIs, and governance to ensure accountability, performance, and alignment with internal standards.
• Collaborate with Treasury to deliver clear, timely insights into cash performance, implementing process and policy improvements to accelerate cash flow and improve DSO.
• Drive optimization of CRM capabilities and ensure seamless, high‑performing integration across CRM, ERP, workflow automation, and telephony platforms to enable an efficient, data‑driven Opportunity‑to‑Cash process.
• Lead continuous improvement in banking platform connectivity and cash application automation, ensuring strong internal controls, data accuracy, and visibility into incoming payments and customer accounts.
• Ensure aggressive but realistic productivity targets are set and achieved annually.
• Implement automation and digital solutions to enhance efficiency, accuracy, and enable standardization.
• Support change management initiatives to embed operational excellence principles across the organization.

People Leadership & Development

• Lead and develop a global team of process and subject matter experts and change agents, fostering a collaborative, inclusive, and high-performance culture.
• Direct strategic oversight and support of the process and subject matter experts managing external service partnerships.
• Build organizational capability through mentoring, training, and career development, while championing change management to support adoption of new processes and technologies.
• Recognize and reward contributions that drive excellence and transformation across the Order to Cash process in alignment with the Power of Glass drivers and behaviors.

Personal Development

• Conduct other duties as assigned which could include process design effort oversight and project leadership and support.
• Set and pursue individual development goals aligned with organizational priorities and future career aspirations.
• Foster a growth mindset by regularly soliciting feedback and applying learnings to improve performance and leadership impact.
• Stay current with industry trends, regulatory changes, and emerging innovations to inform strategic decision-making.

Please submit your resume in English. 

Qualifications

• Bachelor’s degree or above in business or related field
• Senior process expert with strong business acumen and ability to lead through influence
• 7+ years of experience working in a GBS/multi-functional shared services environment, including but not limited to; Master Data Management, Opportunity to Cash, Commercial Support, Record to Report
• Demonstrated highly effective experience partnering with various cross functional teams including stakeholders from Commercial, Country Group Leadership, Finance, Treasury, IT, Procurement, HR, Audit, and external Managed Service Providers working with global processes and systems
• Dynamic leadership abilities to adapt quickly and lead through change
• Experience working in Global Opportunity to Cash processes leading internal and external GBS Teams is highly desired
• Excellent financial acumen and understanding of the P&L and working capital
• Takes initiative to drive results and quickly assimilates new information, tools, and processes to stay ahead of evolving business needs.
• Experience with implementing Global processes and usage of SAP, C4C CRM, credit management solutions, and customer service telephony platforms
• Working knowledge of SOX and internal controls, including policies and procedures ensuring a strong Control Environment
• Experience in different innovative technologies like RPA, AI, Machine Learning, and business query & analytics tools is highly desired
• Ability to identify and drive transformation efforts through direct and indirect influence.
• Demonstrated leadership skills and strong ability to lead change management efforts for new system implementations
• Ability to lead global process development while ensuring local compliance
• Provide leadership to process design and subject matter experts as well as Managed Services team
• Strong communication, change management and influence skills to move toward consensus at all levels of an organization
• Excellent analytical abilities

Additional Information

We are an equal opportunity employer and welcome applications from all qualified candidates, including people with disabilities.

REPORTING RELATIONSHIPS 

Position reports to VP, Global Business Service and has 4 subject matter process expert direct reports and a team of 70 Managed Services members.

All your information will be kept confidential according to EEO guidelines.

O-I is an Equal Opportunity Employer, and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact O-I at [email protected] and let us know the nature of your request and your contact information.