Global Process Owner - Inquiry to Order

Xylem•Charlotte, NC

6d•$155,000 - $250,000

About The Position

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions. Job Description We are hiring a Global Process Owner for Inquire to Order ! The Global Process Owner (GPO) for Inquiry to Order is accountable for the design, implementation, and continuous improvement of Xylem’s end-to-end Inquiry to Order (I2O) process on a global scale. This leader ensures that the process is customer-centric, standardized, efficient, and scalable—directly supporting Xylem’s growth ambitions and delivering superior customer experiences. The GPO is also responsible for driving digital transformation by leveraging AI and advanced analytics to redesign, automate, and optimize critical process steps for enhanced speed, accuracy, and insight.

Requirements

Bachelor’s degree in Business Administration, Supply Chain, Operations Management, IT, or related field.
8–10+ years in Quote-to-Order, Order Management, Customer Service, or Supply Chain operations.
At least 3–5 years in senior-level process ownership or process improvement roles within global organizations
Proven ability to design, implement, and govern end-to-end Quote-to-Order or Order Management processes at scale
Strong understanding of the full Order-to-Cash lifecycle and upstream/downstream dependencies
Hands-on experience with major ERP and automation platforms
Familiarity with Quote-to-Order automation tools
Demonstrated ability to lead large-scale process transformation, ideally with a proven track record in deploying AI or digital technologies within commercial operations.
Deep understanding of customer-centric process design and the commercial sales cycle.
Strong cross-functional leadership and stakeholder management skills.
Analytical mindset with experience in leveraging data and AI for operational improvement.
Change management expertise and the ability to drive adoption across diverse teams and geographies.

Nice To Haves

Master’s (MBA) preferred.
Lean Six Sigma Green/Black Belt, PMP or equivalent project management credentials.

Responsibilities

Own and steward the global Inquiry to Order process, ensuring alignment with Xylem’s commercial strategy and customer experience goals.
Lead AI-enabled process redesign initiatives to streamline workflows, eliminate manual bottlenecks, and enable data-driven decision-making across the customer journey.
Collaborate with IT, digital, AI, and commercial teams to identify, pilot, and scale AI and automation technologies (e.g., intelligent quoting, predictive analytics, workflow automation, conversational AI for customer inquiries).
Continuously monitor process performance, using advanced analytics to identify improvement opportunities and drive measurable gains in cycle time, accuracy, and customer satisfaction.
Champion process standardization and best practice adoption across all regions and business units, ensuring compliance and scalability.
Partner with the VP of Commercial Excellence & Customer Experience and other peer functions to ensure seamless integration of process, technology, and customer insights.
Establish and report on key KPIs such as order cycle time, conversion rates, process accuracy, automation impact, and customer feedback related to the I2O process.
Foster a culture of innovation, continuous improvement, and digital literacy within the global commercial organization.