Process Enablement Leader — ERP Triage & Ops Excellence

Vertiv; Westerville (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

Vertiv, based in Westerville, Ohio, seeks a Manager of Process Enablement to lead the AMER triage team and bridge business needs with IT. You will supervise Process Enablement Specialists and the Training & Knowledge Coordinator to improve issue assessment, user enablement, and reduce escalations to ERP Second Level Support.

You will drive governance, continuous process improvement, and service excellence across Manufacturing, Supply Chain, Finance, and Services domains, coordinating with ERP

Qualifications

• Bachelor’s degree in a related discipline.
• 8-10 years in Oracle EBS functional support, business process enablement, or ERP operations management.
• Proven experience leading cross-functional triage or support teams.
• Track record of improving issue resolution rates and SLA adherence.
• Strong written and verbal communication in English; additional languages a plus.
• Ability to translate complex technical issues into clear business language.
• Facilitation skills for cross-functional meetings.
• Analytical thinking to identify recurring issues and drive data-driven improvements.
• Proficiency with SLA reporting and performance metrics.
• Deep knowledge of multiple Oracle EBS modules.
• Experience with ServiceNow, SharePoint, and process mapping tools.

Responsibilities

• Oversee end-to-end business processes across Manufacturing, Supply Chain, Finance, and Services.
• Ensure consistent triage operations and cross-functional alignment for Oracle EBS modules.
• Lead triage initiatives, including intake evolution and AI-assisted digital front door.
• Own team performance improvements and recurring issue reduction strategies.
• Act as primary escalation point toward VP BPI & VOS.
• Interface with ERP Second Level Support, ERP Tech Factory, and ERP Product Owners.
• Lead governance sessions and continuous improvement within scope.
• Manage cross-functional issue patterns across Oracle EBS modules.
• Validate systemic issues and coordinate corrective actions with feedback loops.
• Directly manage Process Enablement Specialists and Training & Knowledge Coordinator.
• Oversee hiring/onboarding and team development.

Skills

Leadership

Cross-functional

Process improvement

SLA reporting

Analytical thinking

Facilitation

Communication

Education

Bachelor’s degree (Business/IT)

Tools

ServiceNow

SharePoint

Process mapping

Oracle EBS

Job description

Vertiv, based in Westerville, Ohio, seeks a Manager of Process Enablement to lead the AMER triage team and bridge business needs with IT. You will supervise Process Enablement Specialists and the Training & Knowledge Coordinator to improve issue assessment, user enablement, and reduce escalations to ERP Second Level Support.

You will drive governance, continuous process improvement, and service excellence across Manufacturing, Supply Chain, Finance, and Services domains, coordinating with ERP