Sr Principal, Business Process Analyst (Service Delivery Excellence)

Waters Corporation is hiring a Sr Principal, Business Process Analyst (Service Delivery Excellence) to drive margin expansion and operational excellence across four service business units. The role leads cross-divisional process improvement, technology enablement, performance measurement, and coordination through the integration of acquired service businesses.

Responsibilities:

• Lead or support margin expansion and operational excellence initiatives across all four commercial divisions, setting targets, tracking progress, and course-correcting to achieve the $200M+ EBIT improvement target while protecting and accelerating operational improvements during integration of acquired businesses
• Identify and implement improvements to service delivery processes, capacity modeling and optimization, workforce productivity, and operational efficiency, ensuring infrastructure supports margin expansion objectives and eliminates operational friction
• Drive technology enablement of service delivery processes through AI/ML and other advanced technologies, identifying opportunities to augment capability, improve productivity, and scale delivery operations without proportional headcount growth
• Identify enterprise-level strategic opportunities visible only from a cross-divisional perspective, providing strategic guidance on investment priorities, operational optimization, and how initiatives interact with revenue growth and technology investments
• Design and implement operating mechanisms that drive alignment and execution across four independent service organizations, leading change through influence and ensuring division leaders have the tools and frameworks needed to execute on operational excellence priorities
• Partner across the Service Excellence leadership team (Revenue, Delivery, Systems & Technology, Analytics) to ensure operational initiatives are revenue-aligned, technology-enabled, and data-supported, with particular focus on ensuring integration transitions strengthen rather than disrupt operational performance
• Develop detailed process maps, workflows, and documentation in a business process modeling platform. Identify inefficiencies, bottlenecks, control gaps, and improvement opportunities. Maintain a repository of standardized process documentation
• Design future-state processes aligned with business objectives and best practices. Define measurable improvements in cycle time, quality, cost, and customer experience. Support business case development for transformation initiatives. Translate business processes into functional requirements for technology solutions
• Analyze operational data to identify trends, performance issues, and improvement opportunities. Define process KPIs and performance metrics. Define business-critical operational KPIs and capacity metrics, set division-level margin and efficiency targets, and recommend resource allocation and investment priorities tied to measurable margin expansion and productivity outcomes
• Architect executive-level presentations and strategic communications, translating operational strategy, performance data, and complex initiatives into compelling narratives for CEO, SVP, and Board audiences

Requirements:

• Bachelor's degree in Business, Engineering, Operations Management, or a related discipline
• 12+ years of experience in service delivery operations, operational excellence, or business process management
• Demonstrated P&L acumen with experience driving margin expansion and operational efficiency in service businesses
• Proven experience leading initiatives through M&A integration or complex organizational change
• Experience in global organizations with complex service delivery models across multiple business units
• Strong understanding of business process mapping, root cause analysis, data analysis and interpretation, and requirements gathering
• Strong understanding of capacity modeling, workforce optimization, and service delivery operations
• Experience with technology enablement of operations, including AI/ML applications in service delivery environments
• Proven ability to lead cross-functional transformation initiatives and operate effectively through influence
• Strong analytical and problem-solving skills with ability to translate complex operational data into actionable strategic insights
• Strong influencing skills, proven ability to work across organizational boundaries driving change and harmonization across a global organization
• Results oriented mindset, operates with high sense of urgency. Proven track record of solving challenging problems
• MBA
• Solid understanding of Lean concepts and tools a plus