Site Senior Service Delivery Leader, Order-to-Cash (O2C) – Americas

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

Key Responsibilities

Operational Leadership (Order-to-Cash)

• Lead the service delivery for Americas O2C processes including Credit Management Collections Dispute Management Cash Application and Customer Master Data.
• Ensure adherence to internal controls compliance requirements and service-level agreements (SLAs) across all O2C activities.
• Monitor and manage daily operational performance ensuring timely resolution of issues and escalations.

People Leadership & Organizational Management

• Manage 34 direct reports and oversee a larger team of 5075 O2C professionals.
• Drive employee engagement performance management coaching and career development.
• Foster a culture focused on continuous improvement accountability customer service and teamwork.

Systems & Technical Expertise

• Utilize working knowledge of HighRadius O2C Cloud solutions including:
  • CAA:Cash Application Automation
  • CLS:Collections Cloud
  • CRD:Credit Cloud
  • DMS:Disputes & Deductions Management
  • EIPP:Electronic Invoice Presentment & Payment
• Operate effectively within the SAP S/4HANA environment for O2C processes.
• Partner with IT and process owners to support system enhancements deployments and troubleshooting.

Stakeholder Engagement

• Serve as the primary O2C operational liaison for Americas regional business unit leaders.
• Collaborate with CFOs Controllers Finance leaders Sales and Customer Service teams to improve customer experience and cash performance.
• Provide executive-level reporting and insights to leadership on KPIs risks and opportunities.

Continuous Improvement & Transformation

• Drive automation standardization and process optimization initiatives across O2C workstreams.
• Implement best practices leveraging HighRadius and SAP capabilities.
• Support global shared services initiatives and participate in cross-functional projects.

Required Qualifications

• Bachelors degree in Finance Accounting Business Administration or related field.
• 510 years of progressive experiencein Order-to-Cash operations with a focus on credit collections disputes customer master data and reporting.
• 5 years of people-leadership experiencemanaging large diverse teams.
• Hands-on experience withHighRadius O2C Cloud (CAA CLS CRD DMS EIPP)andSAP S/4HANA.
• Strong effective communication skills inEnglish(spoken and written).
• Demonstrated ability to partner with senior executives and influence cross-functional stakeholders.
• Proven track record of delivering results in a fast-paced complex and matrixed environment.

Preferred Qualifications

• MBA in Finance or Accountingstrongly preferred.
• Experience working in shared services global business services or multinational companies.
• Working knowledge of KPIs and analytics for O2C performance management.
• Change-management and project-management experience (Lean/Six Sigma exposure a plus).

Key Skills & Competencies

• Strong leadership team development and coaching capabilities.
• Expert problem-solving and root-cause analysis skills.
• Ability to navigate and resolve operational escalations quickly and effectively.
• Excellent interpersonal and executive-level communication skills.
• Results-oriented mindset with strong attention to quality and compliance.
• Ability to manage competing priorities deadlines and stakeholder expectations.
• High competence in digital tools and O2C automation technologies.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage conservation and re-use. Our products impact public utilities industrial sectors residential areas and commercial buildings with a commitment to providing smart metering network technologies and advanced analytics for water electric and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.