Customer Ops Manager (SAP)

The hiring company is confidential. It is seeking a Customer Operations Manager to serve as the Customer Operations subject matter expert for the transition from Microsoft Dynamics 365 Business Central to SAP, leading process design, testing, data validation, cutover, training, and post-go-live improvement.

Responsibilities:

• Serve as a key Customer Operations subject matter expert (SME) throughout the transition from Microsoft Dynamics 365 Business Central to SAP
• Represent Customer Operations requirements during SAP design, configuration, testing, cutover, and stabilization activities
• Partner with SAP implementation consultants, IT, and functional stakeholders to translate business requirements into scalable SAP processes and solutions
• Document and evaluate current-state BC processes and help design future-state SAP workflows, with particular emphasis on the order-to-cash (OTC) process
• Participate in SAP design workshops and provide Customer Operations input into system configuration and business process decisions
• Evaluate existing processes and challenge unnecessary complexity rather than simply recreating legacy BC workflows within SAP
• Identify process gaps, system dependencies, integration requirements, and potential operational risks throughout implementation
• Act as a liaison between technical SAP resources and Customer Operations users, translating technical concepts into practical business requirements and vice versa
• Develop comprehensive testing strategies and scenarios for Customer Operations processes
• Lead or coordinate System Integration Testing (SIT), User Acceptance Testing (UAT), regression testing, and end-to-end testing for Customer Operations
• Create and execute test scripts covering customer master data, sales orders, pricing, inventory availability, allocations, fulfillment, shipping, invoicing, credits, returns, EDI transactions, and customer-specific requirements
• Document defects and system gaps, establish priorities, coordinate resolution with technical teams, and perform retesting
• Validate integrations between SAP and external systems, including EDI platforms, 3PL/WMS environments, customer systems, and other relevant applications
• Ensure testing represents realistic customer scenarios and high-volume operational conditions prior to go-live
• Support the mapping and migration of Customer Operations data from BC into SAP
• Validate customer master records, ship-to locations, pricing structures, payment terms, customer hierarchies, EDI attributes, shipping requirements, and other critical master data
• Develop validation and reconciliation processes to confirm completeness and accuracy of migrated data
• Partner with IT, Finance, Sales, and Supply Chain teams to establish clear data ownership and governance
• Identify and resolve legacy data quality issues prior to migration
• Support development of sustainable master-data processes and controls for the future SAP environment
• Provide functional expertise across the end-to-end order-to-cash lifecycle, including customer and material master data, EDI order receipt, sales order creation and management, pricing and promotions, inventory availability and allocation, order holds and exception management, warehouse/3PL integration, shipment confirmation, customer invoicing, returns, credits, and deductions
• Ensure SAP processes accommodate the requirements of major retail and e-commerce customers, including Walmart, Target, Ulta Beauty, Walgreens, CVS, Amazon, and grocery customers
• Partner with Logistics and 3PL teams to validate order, shipment, ASN, and inventory integrations
• Support EDI mapping, testing, troubleshooting, and validation of key customer transactions
• Identify opportunities to automate manual Customer Operations activities through SAP functionality and system integrations
• Participate in development and execution of the Customer Operations SAP cutover plan
• Validate open orders, customer master data, inventory visibility, pricing, and other critical information prior to go-live
• Help define go/no-go criteria for Customer Operations processes
• Provide hands-on support during go-live and hypercare
• Rapidly investigate and coordinate resolution of SAP issues affecting customer orders, shipments, invoicing, or service levels
• Track post-go-live issues, identify root causes, and ensure permanent corrective actions are implemented
• Develop detailed SOPs, process maps, training materials, and SAP job aids
• Lead or support SAP training for Customer Operations users
• Help prepare the organization for changes in roles, processes, controls, and workflows resulting from SAP implementation
• Serve as a SAP super-user and functional resource for the Customer Operations organization
• Promote consistent adoption of standardized SAP processes across the team
• Serve as a key Customer Operations SAP SME following implementation
• Identify opportunities to improve automation, system utilization, data quality, and process efficiency
• Partner with IT and SAP support resources to prioritize enhancements and resolve recurring issues
• Analyze system and operational data to identify root causes of order failures, service issues, and process inefficiencies
• Support future SAP enhancements, integrations, releases, and business process changes

Requirements:

• 8-10 years of professional experience in SAP, ERP implementation, Customer Operations, Order Management, Supply Chain Systems, Business Systems, or a related field
• Demonstrated experience supporting at least one SAP implementation, migration, integration, or major transformation project
• Hands-on knowledge of SAP processes supporting sales orders and order-to-cash, ideally within SAP SD or related functionality
• Strong understanding of order management, customer master data, pricing, fulfillment, invoicing, and customer service processes
• Experience with SIT, UAT, test-script development, defect management, and end-to-end process testing
• Experience with data migration, validation, reconciliation, and master-data management
• Advanced Excel and data-analysis capabilities
• Strong analytical, troubleshooting, root-cause problem-solving, project management, organization, and documentation skills
• Ability to translate business requirements into functional system requirements and communicate effectively with technical and non-technical stakeholders
• Experience with EDI and customer integrations strongly preferred
• Experience integrating SAP with 3PL, warehouse management, or logistics systems preferred
• Experience with Microsoft Dynamics 365 Business Central is highly desirable
• SAP S/4HANA implementation experience
• SAP SD / Order-to-Cash experience
• Experience with greenfield or major ERP transformation projects
• EDI integration experience, including common order-to-cash transactions such as 850, 855, 856, 810, and 846
• Experience with 3PL/WMS integrations
• Experience supporting high-volume retail customers and complex customer compliance requirements
• Experience developing process maps, functional requirements, test scripts, SOPs, and training documentation
• CPG, beauty/personal care, retail, or other high-volume consumer products experience strongly preferred
• Experience supporting major retailers such as Walmart, Target, Ulta Beauty, Walgreens, CVS, Amazon, and grocery customers is a plus