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Waters Digital Commerce Operations Leader in Milford, Massachusetts

Waters has an exciting and challenging opportunity available for a Digital Commerce Operations Leader to develop industry leading capabilities, consistently deliver an exceptional customer experience and drive excellence in our digital commerce programs/business.

Reporting to the Commercial Operations & Strategy organization, this individual will provide vision, leadership and accountability for our digital commerce operations. Success will require a strategy for execution viewed through the lens of the customer (internal/external), effective collaboration with cross-functional business colleagues and effective application of change management methodologies.

The Digital Commerce Operations Leader will be a key participant in process improvement projects and company-wide initiatives to drive customer satisfaction and business growth. Enterprise-wide alignment of transformational activities will be critical to enhance project outcomes and drive sales/service force effectiveness.

  • Serve as corporate SME for eProcurement business (industry trends, Buyer’s Journey, Customer Experience, vendor/customer practices, & technologies)

  • Collaborate with cross-functional colleagues to define/implement roadmap to deliver best-in-class business capabilities and processes to support our sales growth strategy and ensure ‘it is easy to do business with Waters’

  • Lead efforts to:

  • Develop operational strategies to support digital commerce business growth

  • Streamline and harmonize operational processes to support global strategic account requirements

  • Effectively utilize VOC in process design to deliver exceptional customer experience

  • Optimize eProcurement onboarding and support processes

  • Define/develop/implement analytics, reporting and metrics requirements to monitor effectiveness and drive continuous improvement

  • Execute strategies to enable exceptional customer experiences & promote salesforce effectiveness

  • Apply learnings to omni-commerce business processes

  • Coordinate eProcurement business partners (e.g. System Integrators, catalog providers, etc.)

  • Identify and pursue opportunities to improve efficiency via automation of manual processes

  • Serve as a key participant in global innovation and harmonization projects for the order to cash cycle. Establish and maintain strong working relationships with global business partners to achieve results through influence.

  • Industry expertise related to digital commerce business operations strategy, processes, and systems

  • Proven track record in development and execution of sales operational support programs; including optimization of the customer experience

  • Strong leadership skills, and the ability to operate as a global leader

  • Ability to think strategically while ensuring effective planning and execution; Ability to craft approaches for the organization that meet short term needs while ensuring an understanding and path for long term success

  • Demonstrated ability to build strong, collaborative relationships and work effectively at all levels of the global organization (including personnel management/development)

  • Experience defining & executing change management strategies for large, global projects

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

  • Budget management and business case development experience

  • 12+ years of related experience

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

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