Director, IT Customer Solutions

Join the team behind iconic brands like Huggies®, Kleenex®, Cottonelle®, Scott®, Kotex®, Poise®, Depend®, and Kimberly-Clark Professional® At Kimberly-Clark, it’s all here for you—innovation, growth, and the chance to make a real impact. 

You were made to create Better Care for a Better World: designing new technologies, diving into data, optimizing digital experiences, and constantly developing better, faster ways to get results. You want to be part of a performance culture dedicated to building technology for a purpose that matters. Here, you’ll work in an environment that promotes sustainability, inclusion, wellbeing, and career development while you help us deliver better care for billions of people around the world.  It starts with YOU. 

The Director, Digital Customer Solutions, is responsible for defining and executing the global digital technology strategy, roadmap, delivery and operations for enterprise Customer Solutions and Order-to-Cash capabilities.

This role leads and modernizes the technology ecosystem supporting the customer journey from order capture through fulfillment and billing, including order management, availability, customer integration and EDI, pricing, billing/e-billing, VMI, drop ship, global trade and connected ERP capabilities.

The Director partners across Customer Solutions, Sales, Customer Service, Supply Chain, Logistics, Planning, Finance, Accounts Receivable, Master Data and ERP organizations to provide reliable, scalable and increasingly simplified global solutions

In this role you will:

• Define and own the global technology strategy and multi-year roadmap for Customer Solutions and Order-to-Cash.
• Establish the target technology architecture and strategic platform direction across order management, fulfillment, customer integration, EDI, availability, pricing, billing and global trade.
• Drive modernization and rationalization of legacy Customer Solutions applications while maintaining operational continuity.
• Drive measurable improvement in platform reliability, customer experience, automation and Order-to-Cash performance.

• Provide global technology leadership for Market-to-Order and Order-to-Cash processes across regions and business segments.
• Enable order capture, order management, fulfillment, drop ship, VMI and related customer-facing processes.
• Ensure reliable integration among order management, ERP, planning, logistics, finance and master data.
• Establish global design standards while allowing justified localization for regulatory, tax and market requirements.
• Improve order accuracy, automation and customer service through standardized platforms and processes.

• Provide strategic direction for product availability and customer fulfillment capabilities, including advanced Available-to-Promise.
• Enable product allocation, backorder processing, supply protection and demand prioritization.
• Integrate customer commitments with inventory, planning, logistics and order fulfillment.
• Improve visibility and reliability of customer commitments across the end-to-end fulfillment process.

• Provide technology leadership for pricing, billing and e-billing capabilities within the Order-to-Cash process.
• Ensure effective integration with Finance, Accounts Receivable, trade-promotion, ERP and customer-facing platforms.
• Improve billing accuracy, automation and exception handling.
• Partner with Finance and Customer Solutions leaders to simplify processes and reduce downstream customer deductions and manual work.

• Establish the global technology strategy and roadmap for enterprise EDI, B2B and customer integration.
• Ensure reliable electronic transactions across customers, partners, regions and ERP landscapes.
• Drive standards for customer onboarding, transaction mapping, testing, monitoring, exception handling and change control.
• Improve observability and automate recurring transaction issues.
• Reduce manual transaction failures and simplify the customer-integration landscape.
• Maintain appropriate cybersecurity, data-quality and operational controls.

• Establish an effective operating model for Customer Solutions technology across service, demand, release and risk management.
• Maintain high availability and performance for business-critical customer platforms.
• Drive reduction in recurring incidents and P1/P2 events through root-cause elimination, automation and platform modernization.
• Maintain effective service-level, change, release and vendor-performance governance.
• Ensure disciplined release readiness, cutover, hypercare and transition to operations.

• Lead and develop a substantial global technology organization with clear accountability across regional, platform and operational leaders.
• Recruit, develop and retain critical Customer Solutions and technology capabilities.
• Establish talent and succession plans for strategically important roles.
• Manage strategic technology vendors and systems integrators.
• Own portfolio financial planning, budgeting, forecasting and prioritization.
• Balance run investment, transformation, internal resources and external partners to maximize technology value.

To succeed in this role, you will need the following qualifications:

• Bachelor's degree in Information Technology, Engineering, Computer Science, Supply Chain, Business or a related discipline; advanced degree preferred.
• Significant technology leadership experience within a complex, global organization.
• Demonstrated ownership of large-scale Customer Solutions, Order-to-Cash, Market-to-Order or related enterprise technology capabilities.
• Strong practical knowledge of SAP SD and integrated ERP/Order-to-Cash architectures.
• Strong understanding of integration across Customer Solutions, Logistics, Planning, Finance, Accounts Receivable and Master Data.
• Demonstrated experience modernizing complex legacy application portfolios and reducing technical debt.
• Experience leading geographically distributed organizations and leaders.
• Demonstrated ownership of meaningful technology budgets, including run, transformation, vendor and internal-resource spending.
• Experience leading strategic vendors and systems integrators.
• Excellent executive communication, stakeholder-management and business-partnership skills.

• Customer Solutions platform availability and performance
• Reduction in P1/P2 incidents and recurring customer-impacting issues
• Order-to-Cash cycle-time improvement
• Improved order accuracy and fulfillment reliability
• Reduction in manual processing and transaction exceptions
• EDI transaction reliability and automation
• Legacy application rationalization and successful decommissioning
• Reduced technical debt and run cost
• Adoption of global platforms and standard processes
• Delivery of modernization roadmap commitments
• Customer and business stakeholder satisfaction
• Portfolio financial performance and value realization

We believe great work happens when people come together with purpose. That’s why we offer a flexible work model that blends remote work with intentional in-person collaboration — helping you connect, grow, and innovate while maintaining the balance you value.

For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world, which is why we seek to build a workforce that encompasses the experiences of our consumers.  When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law. 

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position. 

Employment is subject to verification of local policies.

Employment is subject to verification of pre-screening tests which may include drug screening, background check, and DMV check. 

Veterans and members of the Reserve and Guard are highly encouraged to apply.

This role is available for local candidates already authorized to work in the role’s country only. Kimberly-Clark will not provide relocation support for this role.

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