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Waters Digital Commerce Process Transformation Lead in Milford, Massachusetts

Waters has an exciting and challenging opportunity available for a Digital Commerce Process Transformation Lead to develop industry leading capabilities, deliver an exceptional customer experience and drive excellence in our commercial operations programs/business.

Reporting to the Commercial Operations & Strategy organization, the Digital Commerce Process Transformation Lead will drive the execution of cross functional, multifaceted digital commerce projects/programs focused around the quote-to-cash process. This role will provide thought leadership in industry best practices and end-to-end process design. Success will require a robust understanding of project management, technology solutions and change management to lead global programs to create outstanding customer experiences throughout the buyer’s journey.

The Digital Commerce Process Transformation Lead will be a key participant in enterprise-wide initiatives to drive customer satisfaction and business growth. Alignment of cross-functional transformational activities will be critical to enhance project outcomes and drive sales & service force effectiveness.

  • Partner with global cross-functional colleagues to frame business goals and value pools; identify opportunities for enhanced business value and customer experience

  • Leverage industry experience to design the Waters’ digital commerce customer journey by developing and implementing end-to-end business processes and metrics.

  • Lead efforts to validate and address gaps/opportunities in business capabilities and process efficiency/effectiveness to deliver on strategic initiatives; ensure ability to support a sustainable sales growth strategy and deliver an exceptional customer experience.

  • Work with key transformation leaders across the company to ensure holistic customer experience requirements are incorporated into all aspects of digital commerce programs (e.g. customer onboarding, sales force effectiveness, order to cash accuracy, etc.).

  • Ensure program objectives are aligned with the Waters go-to-market growth strategy

  • Drive digital commerce quote-to-cash programs to successful implementation; Leverage change management techniques to ensure adoption

  • Propose project structure, budget, and timelines; Report on progress

  • Apply learnings to omni-commerce business processes

  • Anticipate potential project risks and develop/manage appropriate contingency plans.

  • 12+ years of related experience

  • Bachelor’s degree required; MA/MS/MBA or other advanced degree preferred

  • Proven ability in collaborating and leading business transformation initiatives; Proven track record of working with senior stakeholders and diverse teams as a leader and steward of economic and customer value.

  • Expertise in working with a multi-disciplinary team on customer-focused products and services to design and build solutions that deliver valuable outcomes.

  • Experienced in the application of continuous process improvement frameworks with demonstrated success.

  • Ability to define KPIs, impact and ROI with success leveraging data to make project/roadmap related decisions; Experience in budget management and business case development.

  • Experience in defining, leading, and executing change management strategies for large, global projects; ensuring adoption for success

  • Industry expertise related to digital/eCommerce business strategy, processes, systems, and organizations

  • Proven ability to prioritize competing demands and obtain buy-in from stakeholders.

  • Exceptional communication skills, both written and verbal, across a variety of audiences; excellent active listening skills

Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials and food sciences for 60 years. With approximately 7,000 employees worldwide, Waters operates directly in 31 countries, including 15 manufacturing facilities, and with products available in more than 100 countries.

Waters Corporation's businesses include Waters, TA Instruments, VICAM, ERA, and Nonlinear Dynamics.

Waters creates business advantages for laboratory-dependent organizations by delivering ultra performance liquid chromatography (UPLC), high-performance liquid chromatography (HPLC), chromatography columns and chemistry products, mass spectrometry systems, laboratory informatics solutions, and comprehensive service programs to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.

Diversity and inclusion are fundamental to our core values at Waters Corporation. Celebrating diversity is important to us. We thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.

Company Name: Waters Division

External Company URL:

Street: 34 Maple Street