Job Description

-------------------


We are seeking a

dynamic and experienced individual

to join our Commercial Operations team in Manesar. This role is critical to driving

end-to-end process management

, ensuring

customer satisfaction

and spearheading

innovation and transformation projects

across EMEA & India operations.


This role blends

strategic process oversight

with

hands-on operational involvement

, requiring strong collaboration across teams, a deep understanding of system and workflow optimization, and the ability to deliver measurable outcomes. The successful candidate will bring a

strong analytical mindset

, demonstrated project leadership, and the ability to

influence stakeholders

across various levels and geographies.


The ideal candidate will not only oversee daily operational performance but will lead

continuous improvement efforts

, foster

cross-functional innovation

, and champion

quality excellence

throughout the organization.

Key Responsibilities

Oversee and manage daily operational activities with a focus on achieving

production targets

, quality metrics, and customer satisfaction. Lead

process improvement initiatives

using Lean, Kaizen, or Six Sigma methodologies to drive efficiency and cost optimization. Manage

SAP ECC and CRM

project activities, including designing test cases, coordinating user acceptance testing (UAT), and ensuring smooth implementation of system upgrades and process changes. Lead

SOP creation and standardization

related to SAP ECC and CRM processes, ensuring that system users are well supported with clear guidelines and best practices. Drive

customer feedback (Customer Experience) analysis

and lead

action planning

for enhanced service delivery. Collaborate with

cross-functional teams and global stakeholders

to ensure successful project execution and alignment with strategic goals. Ensure

Quality Management System (QMS) compliance

and

audit preparedness

(SOX and external audits), including managing RCA/CAPA and maintaining documentation controls. Present project progress, business cases, and insights to senior leadership through data-driven storytelling and reporting. Lead the resolution of

customer escalations

, partnering with global teams to tackle complex operational issues. Mentor and guide team members while promoting a

positive, collaborative, and performance-oriented team culture

. Own and manage specific

sub-processes end-to-end

, providing support for daily operations as required. Support

people engagement initiatives

by tracking daily performance, offering coaching, and facilitating feedback sessions. Work closely with managers and team supervisors to address team learning needs, performance gaps, and development opportunities. Foster a strong

culture of accountability, collaboration, and innovation

. Support

Web Billing operations

, including

end-to-end process optimization

and customer

portal registration

.

Required Skills & Experience

Proven experience managing

end-to-end order management

for both Sales and Services.

Extensive hands-on knowledge of SAP ECC and CRM systems

, including deep understanding of their architecture, workflows, and data integration points critical to commercial operations. Experience in

configuring, testing, and troubleshooting SAP ECC modules

(such as Sales & Distribution, Finance, and Logistics) and CRM functionalities tailored to sales and customer service processes. Ability to

analyze system performance, identify bottlenecks

, and recommend improvements or automation opportunities within SAP ECC and CRM landscapes. Skilled in

designing test scenarios, managing UAT, and driving system adoption

to ensure business processes are accurately supported by SAP tools. Ability to manage complex administrative processes with visibility across the

entire value chain

. Strong skills in

trend analysis, benchmarking, market evaluation

, and performance impact assessments. Excellent

written and verbal communication

, with the ability to present effectively to senior stakeholders. Strong influencing skills and ability to

drive change

without direct authority. Effective

decision-making and problem-solving abilities

, even in high-pressure environments. Flexibility to meet

global business demands

, including working on stretch goals. Demonstrated ability to deliver

data-driven insights

and measurable improvements. Experience with

stakeholder engagement

,

partner/customer registration

, and

ACX action planning

.

Qualifications

------------------

Bachelor's or Master's degree in Business, Operations, Information Systems, or a related field. 8+ years of experience in

operations

,

process improvement

, and/or

project management

with significant exposure to SAP ECC and CRM implementations or enhancements. Prior exposure to

indirect team engagement

,

daily performance tracking

, and

team capability building

.

Additional Details

This job has a full time weekly schedule.
Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations
Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required:

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No

Shift:

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Day

Duration:

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No End Date

Job Function:

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Customer Service