Overview

The Sr. Manager, Customer Operations will be responsible for leading, managing and directing both strategic and operational aspects of the Customer Operations team in GC, to achieve best in class processes and customer experience, by partnering closely with cross-functional leaders in Sales, Service & Support, Commercial Operations, and Supply Chain, as well as with global functional leaders.

The Sr. Manager, Customer Operations is also responsible for spearheading the System upgrade in Waters with the global operations team, driving the system evolution in GC. This includes developing the strategies and initiatives to drive customer transitions, tracking and managing to conversion metrics and partnering with internal functions like sales, to drive internal efficiency and customer experience benefits.

• Responsible to lead the entire Customer Operations function in GC, including order management team, contracting team, and purchasing, to execute on corporate business goals in the crucial Order to Cash process, and to deliver excellent customer experience to customers;
• Collaborate cross-functionally with multiple departments including global finance, operations, sales, service and support, logistics and others to drive effectiveness and efficiency in the entire Order to Cash process, to drive for better pacing in sales, and to drive for customer satisfaction;
• Lead the team with business oriented mind set, leverage a strong understanding of business needs to streamline current business processes, identify process gaps, as well as providing strategic guidance in process design for future evolution;
• Leverage data analysis in the whole business process to identify inefficiencies and gaps in process, and generate insights for the business to make changes for business effectiveness and efficiency;
• Function as a strong influencer both at the local level, in terms of driving change, as well as at the global level, in terms of representing China business needs in key operational decision making in system and process design and the alike;
• Responsible for spearheading the SAP upgrade project with global program management teams across various functions of finance, global operations, global trade compliance, etc., and lead local efforts in driving the system evolution in GC,
• Function as change management ambassador in SAP upgrade roll-out activities, via supporting implementation of related processes, leading the team through different phases of testing, data migration, cutover, etc., and providing proper trainings to stakeholders, to ensure a smooth change on system and daily processes at the GC level;
• Develop and manage annual strategic and business planning activities for Customer Operations team, including budget, headcount, organizational structure and areas of focus;
• Demonstrate excellent leadership in managing and developing the team, whether it's recruitment or development of team members, and to motivate the team in delivering excellent business results;

• Bachelor's degree or equivalent in data intelligence, business, or a related field;
• At least 8 years of experience in commercial operations, customer support, sales operations, or similar roles, preferably in the life science or healthcare industry;
• Self-motivated, reliable, able to manage multiple sub-functions, and able to manage multiple projects and tasks at the same time;
• In-depth understanding of general sales processes and customer support process in China;
• Familiar with ERP and CRM systems, ideally with the experience of SAP and SFDC for order processing and management;
• Excellent communication skills in both Chinese and English;
• Strong influencing capability, especially across functional lines;
• Experienced in team management and a strong people leader, with experience managing teams of 10 or more;
• Strong ability to handle data, perform data analysis for decision making, and generate insightful reports and presentations
• Demonstrated excellent business sense, with ability to turn business requirements to operational execution;
• Data analytics capabilities is a strong plus;
• Familiarity of program management principles such as the RACI model is also a plus.