Senior Manager, Process Enablement

POSITION SUMMARY

• The Manager, Process Enablement leads the AMER Process Enablement Triage Team and serves as the primary functional liaison between the business and IT organizations. This role is responsible for overseeing Process Enablement Specialists and the Training & Knowledge Coordinator to ensure effective issue assessment, user enablement, and the reduction of unnecessary escalations to ERP Second Level Support. The Manager drives team performance, operational governance, continuous process improvement, and service excellence across all supported business process domains. This position reports to the VP, Business Process Improvement & VOS.

RESPONSIBILITIES

• Oversees all end-to-end business processes across Manufacturing, Supply Chain, Finance, and Services domains.
• Ensures consistent triage operations, process adherence, and cross-functional alignment across all Oracle EBS modules supported by the team.
• Leads triage team operational initiatives including engagement model evolution (from email-based intake through ServiceNow-structured intake to AI-assisted digital front door).
• Owns team performance improvement and drives recurring issue reduction strategies.
• Acts as the primary escalation point within the Triage team toward VP BPI & VOS.
• Interfaces with ERP Second Level Support, ERP Tech Factory, and ERP Product Owners.
• Leads operational syncs, second level alignment meetings, and governance & continuous improvement sessions within scope.
• Manages cross-functional issue patterns spanning multiple Oracle EBS modules and business processes.
• Validates systemic issues, coordinates corrective actions, and ensures structured feedback loops between business users and IT support teams.
• Directly manages a team of Process Enablement Specialists (Manufacturing, Supply Chain, Finance, Service) and the Training & Knowledge Coordinator.
• Responsible for team development, performance management, workload balancing, and hiring/onboarding of new team members.
• Oracle EBS (all modules), ServiceNow, SharePoint, process mapping and triage methodologies, SLA monitoring and reporting tools, knowledge management systems.

QUALIFICATIONS

• Bachelor's degree in Business Administration, Accounting, Finance, Economics, Engineering, Marketing, IT, Computer Science, or related discipline.
• 8-10 years in Oracle EBS functional support, business process enablement, or ERP operations management.
• Demonstrated experience leading cross-functional teams in a triage or support environment.
• Proven track record of driving issue resolution rates and SLA adherence improvements.
• Strong written and verbal communication skills in English; other languages are a plus.
• Ability to translate complex technical issues into clear business language.
• Strong facilitation skills for leading cross-functional meetings and stakeholder alignment sessions.
• Strong analytical thinking with ability to identify recurring issue patterns, validate systemic problems, and develop data-driven improvement strategies.
• Proficiency in SLA reporting and performance metric analysis.
• Deep functional knowledge across multiple Oracle EBS modules.
• Experience with ServiceNow ticket management, SharePoint documentation, and process mapping tools.
• Understanding of ERP integration points and end-to-end business process flows.

PHYSICAL & ENVIRONMENTAL DEMANDS

• No special physical requirements.

TRAVEL REQUIREMENTS

• 10% travel required.