Manager, Business Process Expert Team (Customer Experience)

In this role, you will lead a team of professionals responsible for designing, optimizing, and governing end‑to‑end Order-To-Cash (OTC) processes that enable scalable, efficient, and digitally‑enabled operations across the international supply chain.

You will collaborate closely with subject matter experts (SMEs), data & analytics, technology teams (e.g. RPA, EDI), and business leaders to ensure processes are fit‑for‑purpose, future‑oriented, and aligned to strategic objectives. This is a highly influential role in which you will drive process excellence, build governance frameworks, and contribute to major transformation initiatives.

Key Responsibilities

• Lead and develop the Business Process Expert team, fostering a culture of continuous improvement, innovation, and cross‑functional collaboration.
• Own and govern critical end‑to‑end OTC processes; develop process standards, documentation, KPIs, and governance models.
• Partner with senior Customer Experience leadership to define process strategy and roadmap aligned with business goals and upcoming technology capabilities.
• Drive process harmonization and simplification, ensuring consistency across regions, markets, and functions.
• Support large‑scale transformation programs, including ERP enhancements, digital solutions, automation, and data enablement initiatives.
• Identify opportunities for operational efficiency, automation, and performance improvement using data‑driven insights.
• Collaborate with IT and Product teams on system requirements, solution design, and change management.
• Ensure compliance with operational standards, internal controls, regulatory requirements, and best‑practice methodologies.
• Champion change management and help teams adopt new processes through training, communication, and engagement.

What You Need: