Process Execution Lead - Customer Operations (OTC)
Location: Houston, TX (Hybrid)
Onsite Requirement: Monday, Thursday, and Friday in Houston
Travel: Approximately 20% throughout the project
U.S. locations: Houston, TX Detroit, MI and Nashville, TN
Canada: Toronto, ON
DUTIES AND RESPONSIBILITIES
May include, but are not limited to, the following (listed according to priority):
Daily Execution Dashboard
- Design, build, and refine a Power BI daily execution dashboard aligned to frontline needs
- Structure reporting around open orders and delivery driven timelines
- Create intuitive views that drive daily action, not just visibility
- Apply GenAI tools to accelerate dashboard development, enhance data exploration, and generate insights
- Continuously enhance the dashboard based on user feedback and operational needs
Data Analytics & Power BI Development
- Transform SAP, Salesforce, and other data sources into repeatable, scalable reporting solutions
- Develop KPIs such as:
- OTIF (On-Time In Full)
- Order cycle time
- Backlog aging and trends
- Leverage GenAI-enabled analytics to identify trends, anomalies, and root causes
- Ensure reports are accurate, automated, and sustainable
AI & Process Improvement
- Proactively identify opportunities to apply Generative AI and automation to:
- Reduce manual input and reporting
- Improve speed and accuracy of order entry and delivery management
- Generate insights on order delays, backlog, and trends
- Develop practical, business-ready GenAI use cases within Customer Operations
- Support adoption by demonstrating real, operational impact of AI tools
SharePoint Development & Team Enablement
- Build and maintain a centralized SharePoint hub for dashboards, SOPs, and reporting tools
- Use automation and AI-enhanced workflows to improve usability and reduce manual effort
- Ensure content is structured for daily operational use and scalability
Cross-Functional Collaboration
- Partner with Customer Service, Sales, Pricing Operations, Supply Chain, and IT to gather requirements
- Translate operational challenges into data-driven and AI-supported solutions
- Support leadership with insights that combine analytics + AI-driven interpretation
EDUCATION, EXPERIENCE AND QUALIFICATIONS
- Bachelor’s degree in Business, Analytics, Information Systems, Supply Chain, or related field
- 7+ years of hands-on experience in data analytics, business intelligence, or operations reporting
- Proven experience building Power BI dashboards used for daily operational execution
- Strong experience working SAP, Power Platform (Power BI, Power Automate), Salesforce, Sharepoint, Mulesoft and Agentforce
- Order to Cash experience is strongly preferred – demonstrated understanding of order entry, pricing, customer master data, delivery, invoicing, and other customer operations processes are critical
- Hands-on experience applying GenAI in a business environment to improve reporting, analysis, or workflows
- Proven ability to work independently and deliver end-to-end solutions
- Must be able to travel within the US and Canada
Never miss an opportunity! Create an alert based on the job you applied for.
