Process Execution Lead - Customer Operations (OTC)

Job Title

Onsite Requirement: Monday, Thursday, and Friday in Houston

Duration: 12+ months with possible extension

Location: Houston, TX

Travel: Approximately 20% throughout the project

U.S. locations: Houston, TX Detroit, MI and Nashville, TN

Canada: Toronto, ON

Daily Execution Dashboard

• 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

Data Analytics & Power BI Development

• 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

AI & Process Improvement

• 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
  • 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

SharePoint Development & Team Enablement

• 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

Cross-Functional Collaboration

• Partner with Customer Service, Sales, Pricing Operations, Supply Chain, and IT to gather requirements
• Translate operational challenges into data-driven and AI-supported solutions