Customer Service Business Process Lead - SAP

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The Customer Service Business Process Lead - SAP is responsible for leading Customer Service business process excellence throughout the SAP transformation and beyond. This role provides functional leadership for Customer Service processes, data governance, user readiness, and operational execution while partnering across the organization to ensure Customer Service is equipped to effectively support enterprise objectives.

As the Customer Service business process owner, this position drives process standardization, training, organizational readiness, and continuous improvement while serving as the primary liaison between Customer Service and cross-functional business partners throughout implementation and ongoing operations. This role is responsible for establishing scalable business processes, driving operational excellence, and developing organizational capability to support both the successful SAP implementation and the long-term evolution of the Customer Service function.

Key Responsibilities

Business Process Ownership

• Lead the documentation, governance, and continuous improvement of Customer Service business processes to support operational consistency, scalability, and business growth.

• Serve as the business process owner for Customer Service by evaluating current workflows, identifying opportunities for optimization, and implementing sustainable solutions that improve efficiency, quality, and customer satisfaction.

• Develop and maintain standard operating procedures, work instructions, and process documentation.

• Drive process governance and ensure consistent execution across the Customer Service organization.

• Identify opportunities to simplify workflows, eliminate inefficiencies, and improve the customer experience.

Data Governance & Operational Excellence

• Ensure Customer Service master data is accurate, complete, and governed according to business standards.

• Partner with Master Data, IT, and business stakeholders to resolve data integrity issues.

• Monitor operational KPIs and leverage data to drive business decisions and process improvements.

• Support ongoing governance of Customer Service processes within SAP.

Organizational Readiness & Training

• Develop and execute Customer Service SAP training plans.

• Create and maintain training materials and knowledge resources.

• Facilitate end-user training and reinforce adoption of new processes.

• Coach employees through process changes and system enhancements.

• Monitor user adoption and recommend additional training opportunities.

Cross-Functional Leadership

• Partner across the organization to ensure Customer Service has the information, resources, processes, and organizational support necessary to enable business objectives.

• Influence cross-functional decision making by representing Customer Service priorities and ensuring business processes are aligned across the organization.

• Represent Customer Service during process design, testing, and continuous improvement initiatives.

• Serve as the Customer Service subject matter expert for SAP-related initiatives.

SAP Implementation Leadership

• Coordinate Customer Service readiness activities leading up to SAP deployment.

• Lead Customer Service hypercare following implementation.

• Prioritize business-critical issues and coordinate timely resolution.

• Partner with IT and business teams to resolve defects and improve system performance.

Functional Leadership & Team Development

• Provide functional leadership and daily direction to Customer Service personnel.

• Foster employee engagement through coaching, mentorship, and knowledge sharing.

• Support onboarding, capability development, and succession planning.

• Support performance management activities through coaching, feedback, recognition, and reinforcement of organizational expectations.

• Promote accountability through clearly defined expectations and performance metrics.

• Recommend organizational improvements that enhance scalability and operational effectiveness.

• Serve as a trusted resource for complex operational issues and business decisions.

Position Impact

• Customer Service operational effectiveness

• Successful SAP adoption

• Customer experience and customer satisfaction

• Order-to-Cash efficiency

• Cross-functional collaboration

• Process standardization

• Employee capability, knowledge transfer, and organizational readiness

• Organizational scalability

General Responsibilities

• Maintain compliance with all company quality, safety, environmental, and regulatory requirements.

• Support SOX, ISO, and other audit activities as required.

• Follow all company policies and procedures.

• Perform other duties as assigned.

Required Experience, Education, Skills & Competencies

Required

• Bachelor's degree in Business, Supply Chain, Operations, Engineering, Health Sciences, or a related field (or equivalent combination of education and experience).

• Five or more years of experience in Customer Service, Customer Operations, Order Management, or Sales Operations.

• Experience supporting ERP systems, with SAP experience strongly preferred.

• Experience participating in ERP implementations or major business system transformations.

• Strong understanding of Order-to-Cash processes.

• Demonstrated ability to analyze operational data and translate findings into actionable business improvements.

• Demonstrated ability to influence cross-functional stakeholders and communicate effectively across all organizational levels.

• Experience developing training materials and facilitating end-user training.

• Strong analytical, organizational, problem-solving, and project coordination skills.

Preferred

• SAP SD or equivalent Order-to-Cash ERP experience.

• Experience supporting ERP implementations or large-scale business system transformations.

• Experience developing and delivering end-user training.

• Experience leading cross-functional business initiatives.

• Experience coaching, mentoring, or developing employees.

• Project management or business process improvement experience.

Core Competencies

• Customer Focus: Builds trusted partnerships while consistently delivering exceptional customer outcomes.
• Business Acumen: Understands how Customer Service impacts broader business objectives and balances customer needs with operational priorities.
• Operational Excellence: Drives efficiency through standardized processes, governance, and execution.
• Drives Results: Uses operational metrics and disciplined execution to achieve business objectives.
• Cross-Functional Collaboration: Builds credibility and influence across departments to solve complex business challenges.
• Strategic Thinking: Anticipates business needs and develops scalable solutions.
• Continuous Improvement: Challenges the status quo through data-driven decision making.
• Change Leadership: Successfully leads organizational change and user adoption.
• Develops Others: Invests in coaching, knowledge sharing, and capability building.
• Communication & Influence: Communicates effectively and influences stakeholders across all organizational levels.

This position is expected to operate with a high degree of autonomy, sound judgment, and accountability while influencing outcomes across functions and driving initiatives that strengthen Customer Service and support enterprise objectives.

• The salary for this role will range from $60,195 USD to $85,000 annual based on full-time employment. Salary offers are based on a wide range of factors including but not limited to location, relevant skills, training, experience, education, etc.

• Certain roles may be eligible for performance-based incentive compensation and/or long-term incentives. Incentives could be discretionary or non-discretionary depending on the plan.

• Novanta supports all aspects of your life’s needs. This position provides a full range of medical, financial, and other benefits to make your quality of life better.

Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.

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