We are seeking a dynamic and experienced individual to join our Commercial Operations team in Manesar. This role is critical to driving end-to-end process management , ensuring customer satisfaction and spearheading innovation and transformation projects across EMEA & India operations.
This role blends strategic process oversight with hands-on operational involvement , requiring strong collaboration across teams, a deep understanding of system and workflow optimization, and the ability to deliver measurable outcomes. The successful candidate will bring a strong analytical mindset , demonstrated project leadership, and the ability to influence stakeholders across various levels and geographies.
The ideal candidate will not only oversee daily operational performance but will lead continuous improvement efforts , foster cross-functional innovation , and champion quality excellence throughout the organization.
Key Responsibilities
- Oversee and manage daily operational activities with a focus on achieving production targets , quality metrics, and customer satisfaction.
- Lead process improvement initiatives using Lean, Kaizen, or Six Sigma methodologies to drive efficiency and cost optimization.
- Manage SAP ECC and CRM project activities, including designing test cases, coordinating user acceptance testing (UAT), and ensuring smooth implementation of system upgrades and process changes.
- Lead SOP creation and standardization related to SAP ECC and CRM processes, ensuring that system users are well supported with clear guidelines and best practices.
- Drive customer feedback (Customer Experience) analysis and lead action planning for enhanced service delivery.
- Collaborate with cross-functional teams and global stakeholders to ensure successful project execution and alignment with strategic goals.
- Ensure Quality Management System (QMS) compliance and audit preparedness (SOX and external audits), including managing RCA/CAPA and maintaining documentation controls.
- Present project progress, business cases, and insights to senior leadership through data-driven storytelling and reporting.
- Lead the resolution of customer escalations , partnering with global teams to tackle complex operational issues.
- Mentor and guide team members while promoting a positive, collaborative, and performance-oriented team culture .
- Own and manage specific sub-processes end-to-end , providing support for daily operations as required.
- Support people engagement initiatives by tracking daily performance, offering coaching, and facilitating feedback sessions.
- Work closely with managers and team supervisors to address team learning needs, performance gaps, and development opportunities.
- Foster a strong culture of accountability, collaboration, and innovation .
- Support Web Billing operations , including end-to-end process optimization and customer portal registration .
Required Skills & Experience
- Proven experience managing end-to-end order management for both Sales and Services.
- Extensive hands-on knowledge of SAP ECC and CRM systems , including deep understanding of their architecture, workflows, and data integration points critical to commercial operations.
- Experience in configuring, testing, and troubleshooting SAP ECC modules (such as Sales & Distribution, Finance, and Logistics) and CRM functionalities tailored to sales and customer service processes.
- Ability to analyze system performance, identify bottlenecks , and recommend improvements or automation opportunities within SAP ECC and CRM landscapes.
- Skilled in designing test scenarios, managing UAT, and driving system adoption to ensure business processes are accurately supported by SAP tools.
- Ability to manage complex administrative processes with visibility across the entire value chain .
- Strong skills in trend analysis, benchmarking, market evaluation , and performance impact assessments.
- Excellent written and verbal communication , with the ability to present effectively to senior stakeholders.
- Strong influencing skills and ability to drive change without direct authority.
- Effective decision-making and problem-solving abilities , even in high-pressure environments.
- Flexibility to meet global business demands , including working on stretch goals.
- Demonstrated ability to deliver data-driven insights and measurable improvements.
- Experience with stakeholder engagement , partner/customer registration , and ACX action planning .
Qualifications - Bachelors or Master s degree in Business, Operations, Information Systems, or a related field.
- 8+ years of experience in operations , process improvement , and/or project management with significant exposure to SAP ECC and CRM implementations or enhancements.
- Prior exposure to indirect team engagement , daily performance tracking , and team capability building .
