Scope of PositionThe Sr. Customer Operations Business Analyst is responsible for supporting order-to-cash operational performance through SAP transaction management, exception resolution, reporting, data analysis, and process improvement activities. This role serves as a key business partner to Customer Service, Sales, Supply Chain, Planning, Distribution, Master Data, EDI, and Information Technology by identifying operational issues, improving data quality, and supporting the efficient flow of customer orders through the organization.
The Sr. Customer Operations Business Analyst analyzes customer operations data, investigates transactional and system exceptions, performs reporting and reconciliation activities, and supports the implementation of corrective actions that improve service reliability and operational efficiency. Acting as a subject matter resource for SAP order-to-cash processes and reporting, this position helps reduce recurring issues through standardized processes, documentation, testing, and continuous improvement initiatives.
This position reports to the Director of Commercial Operations, Fluid Solutions, with close working relationships across Customer Service leadership, Master Data, Information Technology, Supply Chain, Planning, Distribution, and EDI.
This role is hybrid and based in North Andover, MA.
Primary Job Duties and Responsibilities- Monitor and resolve SAP order-to-cash exceptions, including blocked orders, incomplete orders, EDI errors, and delivery issues.
- Manage exception queues, aging transactions, backlog, and open-order issues to support customer fulfillment.
- Analyze customer operations data to identify trends, risks, and improvement opportunities.
- Serve as a resource for SAP order management processes, reporting, and transaction support.
- Investigate operational, system, and data issues to determine root causes and drive resolution.
- Partner with Customer Service, Sales, Supply Chain, Planning, Distribution, Master Data, EDI, and IT teams to resolve issues and improve processes.
- Develop, maintain, and validate reports and dashboards related to backlog, service levels, order status, workload, and operational performance.
- Perform data reconciliation and quality reviews to ensure accuracy across orders, shipments, invoices, pricing, and master data.
- Monitor recurring issues and support data governance efforts to improve transactional accuracy and reporting reliability.
- Track defects, corrective actions, and issue-resolution progress through closure.
- Identify and recommend process improvements, automation opportunities, and operational controls.
- Support system enhancements and process changes through testing, validation, and implementation activities.
- Participate in user acceptance testing (UAT) and defect verification for business and system improvements.
- Create and maintain procedures, job aids, training materials, and process documentation.
- Provide advanced troubleshooting and operational support for complex customer service and order management issues.
- Communicate operational risks, exception trends, and performance insights to management.
- Prioritize issues and recommend solutions that improve customer experience, operational efficiency, and data integrity.
Required Qualifications- Bachelor's degree in Business, Supply Chain, Operations, Information Systems, Analytics, or a related field, or an equivalent combination of education and experience.
- 5+ years of experience in customer operations, business operations, order management, customer-service analytics, supply chain operations, ERP-enabled process improvement, or a related area.
- Hands-on experience supporting SAP order-to-cash transactions, operational reporting, data reconciliation, or business-process issue resolution.
- Experience developing operational reporting, data-quality controls, dashboards, KPI definitions, and business-performance metrics.
- Strong analytical, structured problem-solving, root-cause analysis, and process-improvement skills, including the ability to distinguish user execution, master-data, configuration, integration, reporting-logic, and business-process issues.
- Advanced proficiency with Excel, including pivots, lookups, exception analysis, data reconciliation, and large data sets, plus experience with reporting or dashboard tools.
Preferred Qualifications- Continuous improvement, Lean, Six Sigma, or structured business-process analysis experience.
- Knowledge of EDI exception resolution, including 855 order acknowledgments and 856 advance ship notices; master-data governance; QAD; and supply chain operations.
General Applicable Company Competencies - Commitment to Watts' values of integrity, accountability, continuous improvement and innovation, and transparency.
- Punctuality and dependability.
- Ability to be flexible and adapt to changing work priorities and stressful conditions.
- Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
- Maintain productive and collaborative relationships with other Watts employees.
- Adherence to Watts' seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.
Working ConditionsWhile performing the job duties, you will be working in an office environment. You will be required to work in the office at the North Andover location three days per week (Monday - Wednesday) and can work remotely two days per week (Thursday and Friday).
Physical RequirementsSpecific physical abilities required for this position include, but are not limited to:
- Ability to remain seated at a desk or workstation for extended periods.
- Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
- Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
- Ability to read documents, use a computer, and perform data entry tasks.
- Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
- Ability to operate standard office equipment such as computers, printers, phones, and copiers.
- Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.
Pay RangeThe expected salary range for this position is $94,000 - $106,000 annually. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.
Nothing in this job description restricts Watts' right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is "at will," which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.
#LIHybridWatts in it for you:
Please note that the following benefits apply only to permanent roles and do not apply to internship roles.- Competitive compensation based on your skills, qualifications and experience
- Comprehensive medical and dental coverage, retirement benefits
- Family building benefits, including paid maternity/paternity leave
- 10 paid holidays and Paid Time Off
- Continued professional development opportunities and educational reimbursement
- Additional perks such as fitness reimbursements and employee discount programs
- Learn more about our benefit offerings here: https://tapintowattsbenefits.com/
