Sr. Manager, Customer Operations & Financial Reconciliation

Job Summary

The Senior Manager, Customer Operations and Financial Reconciliation sets the strategy and leads execution of financial compliance, adjudication, and revenue protection across the commercial contract landscape. This role oversees Contract Membership and Chargebacks and is accountable for the Gross-to-Net (GTN) execution layer.

As a key partner to Finance, the role supports financial close and accrual planning while leading the resolution of complex disputes with national wholesalers. It also drives end-to-end alignment by ensuring upstream contract eligibility translates accurately into downstream claims processing. This helps maintain an industry-aligned chargeback error rate, reduce short-pay deductions, and protect the ledger during peak demand.

What the Customer Operations Team Does

The Customer Operations team protects contract integrity, prevents revenue leakage, and ensures transactional data precision across the order-to-cash lifecycle. Operating as a single, connected unit covering Returns, Chargebacks, Order Management, and Customer Master Data, the team:

·         Secures Revenue: Validates, audits, and settles commercial transactions in alignment with institutional and government contracts.

·         Advances Customer-Centric Operations: Streamlines processes and leverages systems to remove manual complexity, enabling consistent execution and strong cross-functional alignment.

·         Drives System Integrity: Optimizes core platforms to support accurate pricing, reliable transaction processing, and seamless data flow across the organization.

• Champions the Customer Experience: Navigates the complexities of customer operations, dispute resolution, and reverse logistics to deliver consistent, compliant, and customer-focused outcomes.

What You'll Do

• Lead and scale GTN operations: Oversee Contract Membership and Chargebacks, driving accountability, team performance, and cross-functional alignment across the GTN execution layer.
• Own financial integrity and reconciliation: Ensure accurate adjudication, validation, and settlement of chargebacks, rebates, and fees while maintaining an industry-aligned chargeback error rate.
• Partner with Finance on close and accruals: Play a central role in financial close, validating accruals, pipeline balances, and reserves to protect cash flow and ensure accurate financial representation.
• Resolve complex commercial issues: Lead high-impact dispute resolution and negotiations with wholesalers, GPOs, and buying groups to address pricing discrepancies and finalize settlements.
• Drive process and system performance: Advance scalable workflows and lead SAP/Model N enhancements, leveraging data insights to reduce revenue leakage and improve operational efficiency.

What You Bring

·         Pharma Revenue Operations Leadership: 5+ years of progressive experience in commercial contract operations, chargeback adjudication, revenue management, or finance within a pharmaceutical or healthcare manufacturing environment.

·         Team Management Capability: Proven experience leading a team of senior individual contributors or leads, with a track record of building collaborative, high-performing operations teams.

·         Advanced Systems Fluency: Strong operational familiarity with Model N and SAP revenue management infrastructures, including a clear understanding of data architectures and cross-platform integrations.

·         Financial & Analytical Core: Exceptional capacity to evaluate massive transactional datasets, trace complex root-cause financial errors, and translate operational numbers into strategic financial plans.

·         Education: Bachelor’s degree in Finance, Business Administration, Supply Chain Management, or a related field.

Who You Are

·         A Strategic Orchestrator: You naturally see the big picture, understanding how upstream customer classifications instantly dictate downstream financial liabilities and balance-sheet accuracy.

·         A Change Champion: You actively challenge historical assumptions and logic, pushing your team to simplify workflows and leverage technology.

·         An Authoritative & Clear Communicator: You possess the executive presence, professional diplomacy, and clarity required to enforce compliance guidelines and firmly negotiate multi-million dollar balance settlements with major commercial entities.

·         A Collaborative Enterprise Partner: You build strong working relationships across Finance, Sales, IT, and Supply Chain, aligning diverse priorities toward shared revenue integrity goals.

·         Composed Under Pressure: You excel at managing competing priorities, maintaining operational velocity and data accuracy during highly compressed, critical seasonal shipping windows.