Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

 

The Head of Profitability & Business Operations for the Americas is a strategic leadership role dedicated to fostering a culture of continuous improvement in profitability, business processes and business operational excellence. This role is responsible for designing and implementing initiatives that enhance the end-to-end customer journey across the AME region ensuring a seamless experience and sustained value creation.

 

This position involves managing and coordinating multiple cross functional teams - including Profitability, Order to Cash, Contract Business Management, Sales Operations, Business Intelligence, Business Operations and Bid Management to align efforts with overall business objectives. This role champions innovation and ongoing refinement of service offerings, driving improvement that optimize operational efficiency, financial performance, and customer satisfaction. 

 

Ultimately, this leader ensures the delivery of measurable business benefits and value in alignment with the company’s global strategy and commitment to excellence.

 

You will report to the Head of the Americas Region for Orange Business International.

 

This role reports to the Head of Orange Business Americas.

Team size: 50+ employees including 6 to 8 managers

Financial dimension: revenues over 300m€ per year, orders over 500m€ per year

Geographical scope: all Americas

 

 

Strategic Leadership & Governance:

Develop and implement integrated strategies that optimize operational and financial performance aligned with organizational goals for growth, profitability and quality of service. 

 

Cultivate and sustain strong relationships with key stakeholders, including executive leadership and external partners, influencing decision-making to drive business, customer satisfaction, and profitable revenue through strategic initiatives.

 

Mentor and develop senior leaders and high performing teams, fostering a culture of collaboration, agility, and high achievement that supports organizational transformation and delivers customer-centric programs that add value and tangible benefits. 

 

Design and oversee business processes and programs, ensuring seamless execution and operational efficiency.

 

Lead, inspire, and motivate senior teams, fostering a culture of excellence, innovation, and customer focus.

 

Establish governance frameworks, KPIs, and best practices to ensure consistent, high-quality processes and delivery across all internal and external customer touchpoints, driving continuous improvement and accountability.

 

Profitability & Business Operations

Develop and champion strategic profitability initiatives to include both client specific and transversal, ensuring appropriate adherence to financial guidelines and client satisfaction 

 

Lead the customer experience for a seamless quote to cash and contract management partnership , ensuring customer satisfaction and navigation of internal process and within contractual guidelines, all contributing to an excellent customer experience.

 

Drive initiatives aimed at enhancing customer satisfaction, loyalty, and lifetime value through operational excellence, lifecycle retention strategies, and renewal processes.

 

Team & Stakeholder Management

Lead and inspire a diverse team of Operational Heads across key functions including: 

Profitability, 

Order to Cash,

Contract Business Management, 

Sales Operations,

Business Operations and

Bid Management 

Cultivate strong relationships with internal and external stakeholders to ensure seamless collaboration, accountability, and delivery of exceptional value across all areas of responsibility.

 

Operational Excellence

Drive the efficient execution of internal business processes, sales operations, leading profitability improvement initiatives and delivery of exceptional customer service via the order to cash team. Leading the adoption and continuous improvement of best practices, tools, and processes to optimize customer experience and operational effectiveness. Oversee the monitoring and analysis of performance metrics, proactively implementing corrective actions to ensure targets are met and exceeded.

 

Cross-Functional Collaboration

Foster a culture of collaboration across functions and Regions, aligning teams and stakeholders to achieve strategic objectives and deliver seamless customer experiences.

 

1. Leadership of Business Organizational Processes and Practices

• Lead Process and Practice Heads (Profitability, Order to Cash, Contract Business Management, Business Intelligence, Sales Operations, Business Operations).
• Promote a culture of customer-centric delivery, accountability and professional excellence.

 

2. Profitability

• Identify areas of profitability improvement from both a client specific and transversal perspective.
• Ensure identified improvements are implemented properly and in accordance to relevant accounting and business standards.
• Develop and implement improvement plans for clients not meeting minimum margin thresh holds – make recommendations to executive management for corrective actions.

 

3. Order to Cash

• Accountable for the overall Order to Cash operations from end to end (Billing, Claims, Collection Support, Customer Support, Change Management Support, Revenue Assurance) to achieve high levels of client satisfaction.
• Define the creation of billing accounts and strategically create different scenarios for the customer to exceed their invoicing solution expectations.    
• Define strategy jointly with the customer during build phase of account implementation.
• Establish performance dashboards, scorecards, and continuous improvement cycles.

 

4. Contract & Business Management

• Provide critical interface between business and finance teams to capture areas of financial impact due to contract changes.
• Plan, manage and lead the execution of client deliverables per the contract, ensuring effective communication and teaming among CE, Sales, Order to Cash and Executive Management
• Develop and implement best practices for contract execution and compliance in collaboration with pre-sales, Order to Cash, CE and Sales. 
• Subject matter expert on complex and multi-functional contracts.

 

5. Sales Operations

• Drive measurable improvements in quote to order process ensuring accuracy and customer satisfaction
• Partner with Sales Executives and Client’s to identify and procure organic growth opportunities
• Establish performance dashboards, scorecards, and continuous improvement cycles

 

6. Business Operations

• Collaborate among various program leaders to set business appropriate tangible objectives
• Drive sales team to ensure accurate pipeline and opportunities 
• Coordinate among internal teams to ensure compliance via the bid process
• Establish performance dashboards, scorecards, and continuous improvement cycles

 

7. Bid Management

• Engage with client on complex opportunities to ensure business, solution and contractual requirements are delivered
• Lead the development and execution of bid responses 
• Establish performance dashboards, scorecards, and continuous improvement cycles

 

• Customer Satisfaction / NPS Improvement
• Customer Retention and Renewal Growth
• Contract Revenue and Margin
• Employee Engagement and Capability Development
• Operational Efficiency
• Innovation and Continuous Improvement
• Stakeholder Satisfaction

• Leadership & People Development: inspire high-performing teams
• Strategic & Operational Leadership: crafting and executing strategies that drive business growth, operational efficiency and organizational agility
• Customer-Centric Innovation and Operating Model Design: developing innovative customer engagement models and designing scalable operating frameworks aligned with organizational goals 
• Process Optimization & Digital Transformation: leading initiatives to streamline processes, leverage digital technologies, and enhance operational effectiveness
• Change Management & Organizational Agility: Navigating complex change initiatives, fostering adaptability, and embedding a culture of continuous improvement
• Data-Driven Decision Making: utilizing analytics and performance metrics to inform strategic choices and optimize outcomes
• Cross-Functional Collaboration & Stakeholder Influence: Building strong relationships across functions and influencing stakeholders to achieve shared objectives

 

• Leadership & Influence: Ability to inspire, motivate, and guide teams across functions and geographies, fostering a culture of excellence and accountability
• Strategic Thinking: Demonstrates a forward-looking mindset, able to analyze complex situations, anticipate future trends, and develop innovative strategies
• Customer Orientation: Deep commitment to understanding and exceeding customer expectations, ensuring a customer-first approach in all decision-making
• Change Leadership: Skilled in leading organizational change, promoting agility, and managing resistance effectively
• Results-Driven: Focused on achieving measurable outcomes, with a strong sense of accountability and perseverance
• Collaboration & Teamwork: Builds strong relationships across departments and with external stakeholders, promoting a collaborative environment
• Decision-Making & Problem-Solving: Uses data, insights, and sound judgment to make timely, effective decisions and resolve issues proactively
• Adaptability & Resilience: Maintains composure and effectiveness in a dynamic, fast-paced environment, adapting to changing priorities
• Communication Skills: Excellent at conveying ideas clearly and persuasively, listening actively, and fostering open dialogue
• Innovative Mindset: Encourages creativity and continuous improvement, seeking new ways to enhance operations and customer experience

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.