Process Execution Lead - Customer Operations (OTC)

Saxon Global•Houston, TX

4d•Onsite

About The Position

The Process Execution Lead - Customer Operations (OTC) will be responsible for designing, building, and refining a Power BI daily execution dashboard aligned to frontline needs. This role involves structuring reporting around open orders and delivery-driven timelines, creating intuitive views that drive daily action, and applying GenAI tools to accelerate dashboard development, enhance data exploration, and generate insights. The position also includes transforming SAP, Salesforce, and other data sources into repeatable, scalable reporting solutions, developing key KPIs, and leveraging GenAI-enabled analytics to identify trends, anomalies, and root causes. Additionally, the role involves proactively identifying opportunities to apply Generative AI and automation to reduce manual input, improve speed and accuracy, and develop business-ready GenAI use cases. A significant part of the role includes building and maintaining a centralized SharePoint hub and collaborating cross-functionally with various departments to gather requirements and translate operational challenges into data-driven and AI-supported solutions.

Requirements

Bachelor's degree in Business, Analytics, Information Systems, Supply Chain, or related field.
7+ years of hands-on experience in data analytics, business intelligence, or operations reporting.
Proven experience building Power BI dashboards used for daily operational execution.
Strong experience working SAP, Power Platform (Power BI, Power Automate), Salesforce, Sharepoint, Mulesoft.
Hands-on experience applying GenAI in a business environment to improve reporting, analysis, or workflows.
Proven ability to work independently and deliver end-to-end solutions.
Must be able to travel within the US and Canada.

Nice To Haves

Agentforce Order to Cash experience is strongly preferred – demonstrated understanding of order entry, pricing, customer master data, delivery, invoicing, and other customer operations processes are critical.

Responsibilities

Design, build, and refine a Power BI daily execution dashboard aligned to frontline needs.
Structure reporting around open orders and delivery driven timelines.
Create intuitive views that drive daily action, not just visibility.
Apply GenAI tools to accelerate dashboard development, enhance data exploration, and generate insights.
Continuously enhance the dashboard based on user feedback and operational needs.
Transform SAP, Salesforce, and other data sources into repeatable, scalable reporting solutions.
Develop KPIs such as: OTIF (On-Time In Full), Order cycle time, Backlog aging and trends.
Leverage GenAI-enabled analytics to identify trends, anomalies, and root causes.
Ensure reports are accurate, automated, and sustainable.
Proactively identify opportunities to apply Generative AI and automation to reduce manual input and reporting, improve speed and accuracy of order entry and delivery management, and generate insights on order delays, backlog, and trends.
Develop practical, business-ready GenAI use cases within Customer Operations.
Support adoption by demonstrating real, operational impact of AI tools.
Build and maintain a centralized SharePoint hub for dashboards, SOPs, and reporting tools.
Use automation and AI-enhanced workflows to improve usability and reduce manual effort.
Ensure content is structured for daily operational use and scalability.
Partner with Customer Service, Sales, Pricing Operations, Supply Chain, and IT to gather requirements.
Translate operational challenges into data-driven and AI-supported solutions.
Support leadership with insights that combine analytics + AI-driven interpretation.