Center of Excellence Specialist, Business Process

Staples • Framingham, MA

1d

About The Position

The Center of Excellence (COE) Specialist, Business Process serves as the operational “first responder” for complex escalations across the Order‑to‑Cash (O2C) value chain. Acting as a subject matter expert, this role triages customer and operational issues, performs root‑cause analysis, and coordinates cross‑functional resolution plans that restore service, protect revenue, and elevate the customer experience. The role partners closely with internal teams and external stakeholders to eliminate payment blockers, reduce accounts receivable delinquency, and improve overall financial health.

Requirements

• Excellent problem‑solving skills with the ability to assess complex situations quickly
• Exceptional written and verbal communication skills, including executive‑level status updates
• Ability to manage multiple priorities and perform effectively under time‑sensitive pressure
• Calm, decisive approach when resolving urgent or high‑impact issues
• Strong stakeholder collaboration, negotiation, and conflict‑resolution skills
• Continuous‑improvement mindset with a detail‑oriented and organized working style
• Bachelor’s degree in Business, Finance, Accounting, a related field, or equivalent experience
• 1+ years of experience in Accounts Receivable, Order‑to‑Cash, or escalation management roles
• Strong understanding of AR processes and ERP systems (e.g., Oracle, ERMS, Outlook, Sunrise order entry)
• Ability to independently prioritize work and exercise sound judgment within established guidelines

Nice To Haves

• Experience working across multiple business units in a shared services or COE environment
• Exposure to change management, system implementations, or UAT testing
• Experience supporting revenue protection, cash‑flow improvement, or DSO reduction initiatives

Responsibilities

• Serve as the central escalation point for complex O2C issues across customers, vendors, sales, and internal business partners
• Manage end‑to‑end incident tracking, including root‑cause analysis, issue documentation, and resolution communication plans
• Partner with CSC, Sales, Order‑to‑Cash, and Customer teams to remove payment blockers and reduce A/R delinquency
• Act as a trusted subject‑matter expert across invoicing, accounts receivable, payments, tax‑exempt processing, and related systems
• Support change management efforts, system upgrades, and UAT testing with expert process knowledge
• Identify process improvement opportunities and communicate insights to leadership for continuous improvement
• Champion customer experience by ensuring timely, effective issue resolution
• Maintain flexibility in working hours during critical business incidents to support all business units under the Staples umbrella

Benefits

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays + 1 floating holiday)
• Online and Retail Discounts
• Company Match 401(k)
• Physical and Mental Health Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level