Sr. Customer Operations Business Analyst

Watts Water; Massachusetts; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Watts Water in North Andover, MA, is seeking a Sr. Customer Operations Business Analyst to support order-to-cash performance, SAP processes, and data-driven improvements. You will partner with Customer Service, Sales, Supply Chain, Planning, and IT to resolve issues and enhance operational efficiency.

The role emphasizes reporting, data reconciliation, and continuous improvement, with a hybrid work arrangement based in Massachusetts.

Qualifications

• Bachelor’s degree or equivalent in business, supply chain, operations, information systems or analytics.
• 5+ years in customer operations, order management or ERP-enabled process improvement.
• Hands-on SAP order-to-cash experience and operational reporting backgrounds.
• Experience defining KPIs, dashboards and data-quality controls.
• Strong analytical and root-cause problem-solving skills.

Responsibilities

• Monitor and resolve SAP order-to-cash exceptions and related issues.
• Analyze customer operations data to identify trends and risks.
• Develop, maintain, and validate reports and dashboards on backlog and service levels.
• Coordinate with Customer Service, Sales, Supply Chain, IT and others to improve processes.
• Support data governance and accuracy across orders, shipments, invoices and master data.
• Participate in testing, UAT and process-change validation.

Skills

SAP order-to-cash

Data analysis

Reporting and dashboards

Excel advanced

Cross-functional collaboration

Education

Bachelor's degree in Business/related field

Tools

SAP ERP

Job description

We're Watts. Together, we're reimagining the future of water.We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

What we do:

For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation - and we have a dynamic future ahead.

Scope of Position

The Sr. Customer Operations Business Analyst is responsible for supporting order-to-cash operational performance through SAP transaction management, exception resolution, reporting, data analysis, and process improvement activities. This role serves as a key business partner to Customer Service, Sales, Supply Chain, Planning, Distribution, Master Data, EDI, and Information Technology by identifying operational issues, improving data quality, and supporting the efficient flow of customer orders through the organization.The Sr. Customer Operations Business Analyst analyzes customer operations data, investigates transactional and system exceptions, performs reporting and reconciliation activities, and supports the implementation of corrective actions that improve service reliability and operational efficiency. Acting as a subject matter resource for SAP order-to-cash processes and reporting, this position helps reduce recurring issues through standardized processes, documentation, testing, and continuous improvement initiatives.This position reports to the Director of Commercial Operations, Fluid Solutions, with close working relationships across Customer Service leadership, Master Data, Information Technology, Supply Chain, Planning, Distribution, and EDI.

This role is hybrid and based in North Andover, MA.

Primary Job Duties and Responsibilities

• Monitor and resolve SAP order-to-cash exceptions, including blocked orders, incomplete orders, EDI errors, and delivery issues.
• Manage exception queues, aging transactions, backlog, and open-order issues to support customer fulfillment.
• Analyze customer operations data to identify trends, risks, and improvement opportunities.
• Serve as a resource for SAP order management processes, reporting, and transaction support.
• Investigate operational, system, and data issues to determine root causes and drive resolution.
• Partner with Customer Service, Sales, Supply Chain, Planning, Distribution, Master Data, EDI, and IT teams to resolve issues and improve processes.
• Develop, maintain, and validate reports and dashboards related to backlog, service levels, order status, workload, and operational performance.
• Perform data reconciliation and quality reviews to ensure accuracy across orders, shipments, invoices, pricing, and master data.
• Monitor recurring issues and support data governance efforts to improve transactional accuracy and reporting reliability.
• Track defects, corrective actions, and issue-resolution progress through closure.
• Identify and recommend process improvements, automation opportunities, and operational controls.
• Support system enhancements and process changes through testing, validation, and implementation activities.
• Participate in user acceptance testing (UAT) and defect verification for business and system improvements.
• Create and maintain procedures, job aids, training materials, and process documentation.
• Provide advanced troubleshooting and operational support for complex customer service and order management issues.
• Communicate operational risks, exception trends, and performance insights to management.
• Prioritize issues and recommend solutions that improve customer experience, operational efficiency, and data integrity.

Required Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, Information Systems, Analytics, or a related field, or an equivalent combination of education and experience.
• 5+ years of experience in customer operations, business operations, order management, customer-service analytics, supply chain operations, ERP-enabled process improvement, or a related area.
• Hands-on experience supporting SAP order-to-cash transactions, operational reporting, data reconciliation, or business-process issue resolution.
• Experience developing operational reporting, data-quality controls, dashboards, KPI definitions, and business-performance metrics.
• Strong analytical, structured problem-solving, root-cause analysis, and process-improvement skills, including the ability to distinguish user execution, master-data, configuration, integration, reporting-logic, and business-process issues.
• Advanced proficiency with Excel, including pivots, lookups, exception analysis, data reconciliation, and large data sets, plus experience with reporting or da