Customer Operations Manager – SAP Implementation- REMOTE

On-Board Services is recruiting for a confidential client for a Customer Operations Manager to support the transition from Microsoft Dynamics 365 Business Central to SAP. The role will guide Customer Operations business-process design, data migration, testing, integrations, cutover, training, and post-go-live improvement across order-to-cash processes.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• 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
• Experience 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
• SAP S/4HANA implementation experience
• 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
• Client, 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