Customer Operations Manager - OTC & SAP implementation

Zobility; Tampa (FL); On-site; USD 140,000 - 190,000; Full time

Job summary

Zobility is seeking an experienced Customer Operations Manager - SAP Implementation to drive the transition from Microsoft Dynamics 365 Business Central to SAP. You will serve as the primary SME for Customer Operations, translating business needs into scalable SAP processes and validating data and integrations across functional teams.

You will collaborate with IT, Finance, Sales, Logistics, EDI, and external SAP partners to ensure the future-state SAP environment supports end-to-end

Qualifications

• 8-10 years of professional experience in SAP, ERP implementation, Customer Operations, Order Management, or related fields.
• Hands-on experience supporting at least one SAP implementation, migration, integration, or major transformation project.
• 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.
• Experience working with EDI and customer integrations is highly preferred.

Responsibilities

• Serve as a key Customer Operations SME during the transition from BC to SAP.
• Translate business requirements into functional SAP processes and configurations.
• Lead testing activities including SIT/UAT and regression testing.
• Validate data migrations and integrations across SAP and external systems.
• Support go-live, hypercare, and post-implementation optimizations.

Skills

SAP

ERP systems

Order management

Customer Operations

Supply chain

Excel

Tools

Microsoft Dynamics 365 BC

EDI platforms

3PL/WMS integrations

Job description

• Successful migration of Customer Operations processes from BC to SAP.
• Accurate migration and validation of customer master and transactional data.
• Comprehensive testing coverage and timely resolution of critical defects.
• Successful integration of SAP with EDI, 3PL, and other Customer Operations systems.
• Minimal disruption to customer orders and service levels during cutover and go-live.
• Strong end-user readiness and adoption across Customer Operations.
• Reduction of manual processes and workarounds following implementation.
• Stable and scalable order-to-cash processes following go-live.
• Continued identification and implementation of SAP process improvements.

Job Description

• Seeking an experienced Customer Operations Manager - SAP Implementation to play a key role in the company's transition from Microsoft Dynamics 365 Business Central (BC) to SAP.
• This position will serve as the primary Customer Operations subject matter expert supporting the SAP implementation, with responsibility for translating business requirements into system processes, supporting system configuration decisions, validating data and integrations, leading testing activities, and ensuring successful adoption across the Customer Operations organization.
• This individual will work at the intersection of Customer Operations, Supply Chain, IT, Finance, Sales, Logistics, EDI, and external SAP implementation partners to ensure the future-state SAP environment supports NYM's customer requirements and end-to-end order-to-cash processes.
• Following go-live, this role will continue to serve as a key SAP subject matter expert within Customer Operations, supporting system optimization, process improvement, training, troubleshooting, and future enhancements.

Responsibilities

SAP Implementation & Business Process Design

• 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.

SAP Testing & Validation

• 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.

Data Migration & Master Data

• 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.

Order-to-Cash & Customer Integration

• 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.

Training, Documentation & Change Management

• 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.
• Experience working 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.
• 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.

Preferred

• 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.