Director - US Customer Experience - Finance Operations (Administrative)
At Elanco (NYSE: ELAN) – it all starts with animals!
As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. We're driven by our vision of ‘Food and Companionship Enriching Life' and our approach to sustainability – the Elanco Healthy Purpose™ – to advance the health of animals, people, the planet and our enterprise.
At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you'll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.
Making animals' lives better makes life better – join our team today!
Your Role: Director - US Customer Experience - Finance Operations
This role is responsible for the successful implementation and execution of US customer incentive programs, ensuring timely and accurate rebate payments and driving a positive customer experience. This involves collaboration with internal stakeholders, external partners, and technology solutions to optimize processes and maximize efficiency.
Your Responsibilities:
Program Design & Implementation:
- Collaborate with stakeholders to design and implement new incentive programs, considering business objectives, existing capabilities, and compliance requirements (e.g., SOX). This includes setting up programs in Vistex, managing customer enrollment (e.g., Veeva Data Change Requests), and coordinating with distributors on billback program execution.
Payment Execution & Reconciliation:
- Oversee end-to-end rebate payment processing, including exception approvals, accrual reviews, and reconciliation of customer claims versus calculations, while collaborating with program owners and distributors to resolve discrepancies.
Process Optimization & Automation:
- Continuously drive process improvements and automation initiatives to enhance efficiency, ensure data consistency and accuracy, and shape the technology roadmap to maximize customer experience.
Communication & Collaboration:
- Provide strategic leadership and actionable insights to business partners, influencing program terms and implementation strategies for efficient cash management, while ensuring clear communication, knowledge transfer, and support to internal teams, including the EBS Rebates team.
Performance Monitoring & Reporting:
- Monitor and report on key rebate KPIs to measure service levels and operational effectiveness. Partner with the Reporting & Analytics team to identify and define requirements for new or adjusted reports supporting the rebate payment process.
Team Development & Business Acumen:
- Continuously develop the team's business acumen and understanding of the G2N imperative.
What You Need to Succeed (minimum qualifications):
- Bachelor's degree required.
- Minimum of 5 years' experience in managing and executing customer incentive programs within a complex business environment.
- Proven background in Finance, Sales, Marketing, or Commercial Operations.
- At least 3 years of people management experience.
What will give you a competitive edge (preferred qualifications):
- Proven analytical skills with a compliance-focused approach and a strong commitment to accuracy.
- Technical expertise with reporting tools (e.g., Tableau), incentive platforms (e.g., Vistex), SAP, and knowledge of sales/customer master data and product hierarchies.
- Exceptional attention to detail to ensure customer payments are accurate and aligned with program rules.
- Strong communication and interpersonal skills, with experience collaborating with middle management, key stakeholders, and cross-functional teams.
- Problem-solving and leadership abilities, including root-cause analysis, implementing process improvements, leading small project teams, and owning complex issues to resolution.
Additional Information:
- Location: Global Elanco Headquarters - Greenfield, IN - Hybrid Work Environment
Don't meet every single requirement? Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!
Elanco Benefits and Perks:
We offer a comprehensive benefits package focusing on financial, physical, and mental well-being while encouraging our employees to pursue our purpose! Some highlights include:
- Multiple relocation packages
- Two weeklong shutdowns (mid-summer and year-end) in the US (in addition to PTO)
- 8-week parental leave
- 9 Employee Resource Groups
- Annual bonus offering
- Flexible work arrangements
- Up to 6% 401K matching
Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status
