Commercial CRM Product & Process Improvement Lead

The Role

Agilent Technologies is seeking a commercially minded systems and transformation professional to help translate business needs into scalable technology solutions and maximize the value of Salesforce and integrated commercial systems. This role partners closely with Commercial Operations, Sales, Marketing, IT, Process Improvement, and Change Management teams.

The position blends business analysis, process engineering, agile delivery, systems operations, change management, and user enablement. The ideal candidate is an organized, collaborative problem solver who can manage competing priorities, facilitate stakeholder alignment, and move initiatives from discovery through implementation, adoption, and continuous improvement.

Key Responsibilities

Business Analysis, Process Engineering & Solution Design

• Partner with commercial stakeholders to understand operational challenges, business objectives, and points of inefficiency.
• Gather, document, and prioritize business requirements, process needs, data dictionaries, and user stories.
• Serve as a thought partner to functional leaders on Salesforce capabilities, including automation, reporting, workflow, and data visibility.
• Translate business requirements into clear functional specifications, solution concepts, acceptance criteria, and delivery plans.
• Facilitate discovery sessions, process mapping, solution design discussions, and stakeholder reviews.
• Identify process gaps, dependencies, risks, and opportunities for standardization, simplification, and automation.
• Collaborate with dedicated process improvement teams to identify where technology can eliminate friction and maximize the outcomes of redesigned processes.
• Support data governance, field deprecation, record-matching, and data hygiene initiatives to maintain data integrity.

Commercial Systems Delivery & Agile Operations

• Day-to-day business product ownership of delegated scope: maintain the ordered backlog, clarify requirements, make delegated trade-offs, and coordinate business acceptance.
• Coordinate product readiness and delivery with the Scrum Master/delivery lead.
• Coordinate delivery plans, priorities, dependencies, risks, and stakeholder communications.
• Partner with technical resources to prepare work for development, testing, deployment, and operational support.
• Coordinate user acceptance testing (UAT), covering representative business scenarios, negative cases, cross-system effects, defect disposition, evidence collection, and designated business sign-off.
• Manage release readiness, implementation activities, and post-release follow-up.

Salesforce & Integrated Systems Operations

• Triage incoming requests, assess business impact, identify root causes, driving resolution of functional questions and authorized routine tasks.
• Support the ongoing optimization of Salesforce and related commercial technology platforms.
• Identify and prioritize technical debt, data quality issues, workflow inefficiencies, and opportunities for system improvement.
• Maintain operational documentation, support procedures, knowledge resources, and system-related process information.

IT Partnership, Release & Adoption Support

• Partner with IT to support a clear and scalable support model, providing Salesforce expertise and knowledge transfer to Tier 1 and Tier 2 support teams for new releases, functionality, and recurring issues.
• Provide release-specific training and technical context to Tier 1 support teams, enabling them to confidently triage user questions and determine when escalation is needed.
• Partner with the enterprise Change Management and Enablement functions to provide solution knowledge, business context, and supporting materials for Salesforce releases and process changes.
• Serve as a subject matter expert for Salesforce capabilities, helping IT and business partners understand system behavior, dependencies, and potential downstream impacts of changes.

Data Quality, Governance & Operational Excellence

• Partner with business and technical teams to improve accuracy, completeness, consistency, and usability of commercial data.
• Define business exception-monitoring needs and help implement approved alerts. Conduct data cleansing, validation, and deduplication as needed.
• Support reporting and analysis that improve visibility into system performance, operational efficiency, and business outcomes.

Qualifications

• Bachelor's degree in Business Administration, Information Systems, Operations, or a related field.
• 8+ years of experience in Business Analysis, Commercial Operations, Business Systems, Process Improvement, or Agile Project Delivery in fast-paced enterprise environments.
• Hands-on Salesforce administration experience within an approved permission model paired with expertise in business requirements analysis, process design, data mapping, and field-level testing.
• Strong track record managing Agile sprint execution, Jira boards, user acceptance testing (UAT), and cross-functional project deliverables.
• Experience leveraging enterprise-approved AI tools and services and AI-assisted development to streamline business workflows and system design.
• Demonstrated ability to create structured training programs, standard operating procedures, and enablement assets that accelerate user onboarding and adoption.
• Strong ability to bridge technical and business audiences, translating complex system concepts into clear, actionable guidance.
• Salesforce Certified Administrator required.
• Salesforce Certified Agentforce Specialist and/or Project Management certifications strongly preferred.
• Excellent cross-functional collaboration and communication skills.

Key Competencies

• Business Analysis & Requirements
• Commercial Systems Operations
• Process Improvement
• Scalable Systems Thinking
• Change Management
• User Enablement
• Data Quality & Governance
• Stakeholder Management
• Continuous Improvement
• Agile Delivery
• AI & Automation Mindset