Sales Process Specialist APAC

Job Description Position Overview

The Digital Operations & CoE Specialist is responsible for supporting the day-to-day operations of the APAC Digital Center of Excellence (CoE), ensuring seamless execution of digital initiatives, maintaining governance and knowledge management processes, troubleshooting user issues, and driving continuous process improvement.

This role serves as a key operational partner to cross-functional teams including Sales, Marketing, Customer Service, IT, and eCommerce stakeholders. The ideal candidate combines strong organizational skills, problem-solving ability, customer focus, and a passion for improving operational efficiency.

The role is critical in enabling the successful adoption and scaling of digital solutions across APAC.

Key Responsibilities

Digital CoE Operations & Governance

Support the ongoing management and administration of the APAC Digital Center of Excellence.

Maintain and update CoE documentation, playbooks, standard operating procedures (SOPs), FAQs, and training materials.

Manage the CoE SharePoint site, ensuring content remains accurate, current, and accessible.

Coordinate governance meetings, track action items, and monitor project progress.

Support stakeholder communications and ensure timely follow-up on key initiatives.

Maintain centralized records of digital initiatives, adoption activities, and project updates.

Assist with onboarding and enablement of new users and stakeholders.

Digital Solution Support & Troubleshooting

Act as the primary support contact for Digital CoE-related inquiries.

Provide first-level troubleshooting for digital sales and eCommerce solutions.

Investigate and resolve user issues related to:

Online Store

B2B/eProcurement Integration

RTU Quote

RTU Cart

ACOI

PunchOut / Ariba solutions

Expanding phase 2 into eRenewals/eWarranty

Document issues, track resolution progress, and coordinate escalations with IT and system owners when required.

Develop and maintain troubleshooting guides and knowledge articles to improve self-service capabilities.

Identify recurring issues and recommend corrective actions.

Process Improvement & Operational Excellence

Identify opportunities to simplify, standardize, and improve existing business processes.

Facilitate process documentation and process mapping exercises.

Analyse operational workflows and recommend improvements to increase efficiency and user experience.

Support implementation of automation initiatives and digital transformation projects.

Maintain process documentation and ensure alignment with established governance standards.

Monitor adoption, compliance, and effectiveness of implemented improvements.

Support change management and user adoption activities during project rollouts.

When suitable, proposal of AI driven automation processes to boost productivity.

Reporting & Analytics

Develop and maintain operational dashboards and performance reports.

Monitor key performance indicators (KPIs) related to digital adoption, usage, and operational effectiveness.

Prepare monthly and quarterly business updates for leadership reviews.

Analyse trends and provide recommendations to improve performance and user adoption.

Support business case development and benefits tracking for improvement initiatives.

Qualifications

Position Overview

The Digital Operations & CoE Specialist is responsible for supporting the day-to-day operations of the APAC Digital Center of Excellence (CoE), ensuring seamless execution of digital initiatives, maintaining governance and knowledge management processes, troubleshooting user issues, and driving continuous process improvement.

This role serves as a key operational partner to cross-functional teams including Sales, Marketing, Customer Service, IT, and eCommerce stakeholders. The ideal candidate combines strong organizational skills, problem-solving ability, customer focus, and a passion for improving operational efficiency.

The role is critical in enabling the successful adoption and scaling of digital solutions across APAC.

Key Responsibilities

Digital CoE Operations & Governance

Support the ongoing management and administration of the APAC Digital Center of Excellence.

Maintain and update CoE documentation, playbooks, standard operating procedures (SOPs), FAQs, and training materials.

Manage the CoE SharePoint site, ensuring content remains accurate, current, and accessible.

Coordinate governance meetings, track action items, and monitor project progress.

Support stakeholder communications and ensure timely follow-up on key initiatives.

Maintain centralized records of digital initiatives, adoption activities, and project updates.

Assist with onboarding and enablement of new users and stakeholders.

Digital Solution Support & Troubleshooting

Act as the primary support contact for Digital CoE-related inquiries.

Provide first-level troubleshooting for digital sales and eCommerce solutions.

Investigate and resolve user issues related to:

Online Store

B2B/eProcurement Integration

RTU Quote

RTU Cart

ACOI

PunchOut / Ariba solutions

Expanding phase 2 into eRenewals/eWarranty

Document issues, track resolution progress, and coordinate escalations with IT and system owners when required.

Develop and maintain troubleshooting guides and knowledge articles to improve self-service capabilities.

Identify recurring issues and recommend corrective actions.

Process Improvement & Operational Excellence

Identify opportunities to simplify, standardize, and improve existing business processes.

Facilitate process documentation and process mapping exercises.

Analyse operational workflows and recommend improvements to increase efficiency and user experience.

Support implementation of automation initiatives and digital transformation projects.

Maintain process documentation and ensure alignment with established governance standards.

Monitor adoption, compliance, and effectiveness of implemented improvements.

Support change management and user adoption activities during project rollouts.

When suitable, proposal of AI driven automation processes to boost productivity.

Reporting & Analytics

Develop and maintain operational dashboards and performance reports.

Monitor key performance indicators (KPIs) related to digital adoption, usage, and operational effectiveness.

Prepare monthly and quarterly business updates for leadership reviews.

Analyse trends and provide recommendations to improve performance and user adoption.

Support business case development and benefits tracking for improvement initiatives.

Qualifications

Qualifications Education

Bachelor's Degree in Business Administration, Information Systems, Operations Management, Engineering, or a related discipline.

Experience

2–5 years of experience in:

Business Operations

Sales Operations

Digital Commerce

Customer Support

Project Coordination

Process Improvement

Technical Skills

Microsoft 365 Suite

SharePoint Online

Excel (Intermediate to Advanced)

Power BI (preferred)

Salesforce CRM (preferred)

Process Mapping tools (e.g., Visio, Bizagi)

Basic data analysis and reporting skills

Competencies

Required

Strong organizational and time management skills

Analytical and problem-solving mindset

Excellent written and verbal communication skills

Ability to manage multiple priorities simultaneously

Customer-focused and service-oriented approach

Strong attention to detail

Ability to work independently and collaboratively across functions

Preferred

Knowledge of digital sales, eCommerce, or customer digital buying journeys

Experience supporting regional or global programs

Exposure to Lean, Six Sigma, or Continuous Improvement methodologies

Familiarity with change management principles

Success Measures

The successful candidate will be measured on:

Digital Growth %

Accuracy and currency of CoE documentation and knowledge base

Adoption and utilization of digital solutions

Identification and implementation of process improvements

Timely delivery of reports and governance activities

Reduction in recurring support issues through preventive actions

Additional Details

This job has a full time weekly schedule.

Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required: No

Shift: Day

Duration: No End Date

Job Function: Administration