Senior Manager of Customer Operations

1 month ago

Shanghai, Shanghai, China Waters Corporation Full time
Job Title: Senior Manager, Customer Operations

Waters Corporation is seeking a highly skilled and experienced Senior Manager to lead our Customer Operations team in China. As a key member of our global operations team, you will be responsible for driving strategic and operational aspects of our Customer Operations function to achieve best-in-class processes and customer experience.

Key Responsibilities:
  • Lead the Customer Operations function in China, including order management, contracting, and purchasing teams, to execute on corporate business goals and deliver excellent customer experience.
  • Collaborate with cross-functional teams, including global finance, operations, sales, service, and logistics, to drive effectiveness and efficiency in the Order to Cash process.
  • Develop and implement business-oriented processes to streamline current business processes, identify gaps, and provide strategic guidance for future evolution.
  • Lead data analysis to identify inefficiencies and gaps in processes, and generate insights for business improvement.
  • Represent China business needs in key operational decision-making and system design.
  • Spearhead the SAP upgrade project with global program management teams and lead local efforts in driving system evolution.
  • Function as a change management ambassador in SAP upgrade roll-out activities, supporting implementation of related processes and providing training to stakeholders.
  • Develop and manage annual strategic and business planning activities for the Customer Operations team.
Qualifications:
  • 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, and able to manage multiple sub-functions and projects.
  • In-depth understanding of general sales processes and customer support processes in China.
  • Familiarity with ERP and CRM systems, ideally with 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.
About Waters Corporation:

Waters Corporation is a world-leading specialty measurement company that has pioneered chromatography, mass spectrometry, and thermal analysis innovations serving the life, materials, and food sciences for over 60 years. With approximately 8,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries.

Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality. Working at Waters enables our employees to unlock the potential of their careers, and our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do.

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