Digital transformation Manager - O2C process owner

**Work from office role, 5 days working at Gurugram location

Our client in AUTOMOTIVE MANUFACTURING is driving a digital transformation across our Order-to-Cash experience. We are looking for a Manager - Digital CX & Customer Service Excellence to lead this journey and deliver a transparent, reliable, and proactive customer experience for our dealer network. This role will act as the custodian of the O2C rulebook, lead CX/NPS programs, and serve as the Digital Product Owner for service workflows across ERP/OMS/TMS/WMS.

RELEVANT EXPERIENCE and SKILLS:

• Deep experience in Supply Chain O2C, Order Management, O2C Governance, Service Excellence, or Digital Supply Chain roles within large or multi-region environments. • Proven capability in O2C rule governance, including Ordering, ATP/Allocation, Delivery/Plant Determination, Credit checkpoints, Remains/Backorders, and SLA frameworks. • Demonstrated success leading NPS/VoC programs, insight-to-action cycles, AI/ML-based driver analysis, and cross-functional performance improvement. • Strong background in process excellence, SOP and playbook design, service SLAs, exception governance, and alignment across Planning, Warehousing, Transportation, Finance, and Commercial Excellence. • Experience acting as a product owner for supply-chain-linked service workflows (case routing, SLAs, ePOD/ASN automation, proactive ETA/exception alerts). • High analytical acumen with ability to interpret O2C data, forecast trends, identify systemic gaps, and convert insights into sustainable improvements. • Customer-centric mindset with strong business technical fluency to proactively enhance service reliability and transparency.

Technical Skills • S4HANA O2C flow expertise (Order ATP Delivery Invoice). • Understanding of ATP/BOP, MOQ/MOV/surcharge rules, allocation tiers, plant determination logic. • Integration understanding across ERP/OMS/TMS/WMS. • Analytics competency (Power BI/Tableau) and exposure to AI/ML insights. • Ability to evaluate, integrate, and govern these platforms (viz last-mile technology platforms (FarEye, Locus, Shipsy, LogiNext, Onfleet, Bringg) to improve delivery reliability, NPS, and proactive communication Leadership Skills • Cross-functional influence and stakeholder alignment. • Strong governance and documentation clarity. • Problem-solving and data-driven decision-making.