O2C - Subject Matter Expert (SME)

Terumo BCT, Inc.•Denver, CO

2d•$130,100 - $162,600

About The Position

We are seeking a highly skilled and experienced leader to serve as the Subject Matter Expert (SME) for the Order-to-Cash (OTC) process during the global SAP S/4HANA transformation. This position is crucial to the success of the implementation and will have a significant impact on shaping the future-state OTC processes. The ideal candidate will have deep functional knowledge in OTC, a passion for driving business transformation, and a commitment to operational excellence. As the OTC SME, you will lead the business-side representation for Customer Service and OTC throughout the SAP S/4HANA implementation lifecycle. From design to deployment and stabilization, you will ensure that the system is configured to meet global business needs while driving user adoption and process efficiency. This is a highly visible, career-defining role ideal for a transformational leader with deep functional knowledge and a passion for operational excellence.

Requirements

Bachelor’s degree in Business Administration, Supply Chain, IT, or related field. Advanced certifications or an MBA is a plus or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.
Minimum of 8 years of experience in Customer Service, OTC, or Logistics, with a proven track record of success in cross-functional roles.
Extensive hands-on experience with SAP, particularly in the OTC module, and familiarity with the capabilities and limitations of SAP S/4HANA.
In-depth knowledge of end-to-end OTC processes, including order management, billing, claims, and credit controls.
Strong business transformation background, including previous experience in systems implementations or process optimization projects.
Proven ability to lead complex projects, manage competing priorities, and work collaboratively across multiple teams and geographies.
Excellent analytical, problem-solving, and communication skills, with the ability to articulate complex concepts to both technical and non-technical stakeholders.
A strong commitment to continuous improvement, operational excellence, and driving value through technology.
Ability to thrive in a fast-paced, dynamic, and project-driven environment.
Willingness to commit fully to the project lifecycle (up to 2 years) to ensure successful implementation and post-go-live support.

Responsibilities

Serve as the business-side SME and strategic leader for the Customer Service and OTC process areas in the global SAP S/4HANA implementation.
Lead the design of future-state OTC processes, ensuring they are standardized, efficient, and aligned with business goals and regulatory requirements.
Represent the Customer Service function in global and local workshops, facilitating discussions to ensure business requirements are accurately captured and addressed in system design.
Collaborate closely with global business teams, system integrators, and IT to define, document, and validate standardized OTC processes.
Conduct fit-gap analysis, process documentation, and blueprinting to ensure seamless integration of future-state processes into the SAP system.
Lead and coordinate user acceptance testing (UAT), data validation, cutover planning, and hypercare activities, ensuring business readiness and smooth system adoption.
Drive change management efforts by contributing to the development of training materials, communication strategies, and user readiness programs to support successful adoption.
Act as the primary liaison between Customer Service and the SAP program team, facilitating issue resolution, risk management, and ensuring effective communication throughout the implementation.
Champion the post-go-live stabilization phase, ensuring consistent execution of new processes and tools, and continuously driving process improvements.
Collaborate with cross-functional teams, including Sales, Logistics, Finance, and Quality, to align on master data governance, audit readiness, and operational efficiency.
Ensure future-state designs are scalable, auditable, and aligned with long-term business strategies and growth objectives.
Provide expert guidance on global best practices for OTC, ensuring compliance with internal policies and external regulations.

Benefits

multiple group medical, dental and vision plans
a robust wellness program
life insurance and disability coverages
a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more
a 401(k) plan with a matching contribution
vacation and sick time programs

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