ERP Sales & Customer Service Workstream Lead

Hayward Holdings Inc. (NYSE "HAYW") is one of the leading manufacturers of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Hayward designs, manufactures, and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control and energy solutions at our company owned facilities. Headquartered in Charlotte, North Carolina, Hayward also has facilities in Tennessee, Arizona, and Rhode Island, Georgia, as well as Canada, Spain, France, Australia, and China. 

Position Summary

Hayward is seeking an experienced Senior Business Analyst with deep expertise in Microsoft Dynamics 365 Finance & Supply Chain Management (D365 FSCM), formerly Finance & Operations (F&O). This role will primarily support the Sales and Customer Service business functions, including Quote-to-Cash, Sales & Marketing, Rebate Management, and Pricing Management.

The ideal candidate will serve as the bridge between business stakeholders and technical teams, helping translate business requirements into scalable D365 solutions. This individual will play a critical role throughout the implementation lifecycle, from requirements gathering and solution design through testing, training, deployment, and ongoing system optimization.

Essential Duties & Responsibilities

Business Analysis & Process Improvement

• Partner with business stakeholders to understand current sales and customer service processes, identify pain points, and align requirements with D365 FSCM capabilities and global standards.
• Gather and document business requirements while defining project scope and priorities.
• Perform gap analyses and recommend best practices that leverage standard D365 functionality whenever possible.
• Translate complex business requirements into functional specifications for technical teams.

Dynamics 365 Configuration & Solution Design

• Lead the configuration of D365 FSCM modules supporting:
  • Quote-to-Cash
  • Sales & Marketing
  • Rebate Management
  • Pricing Management
• Collaborate with development teams to design scalable customizations, third-party integrations, and approval workflows.
• Ensure solutions align with both business objectives and enterprise architecture standards.

Project Delivery & Implementation

• Support project planning, timeline management, status reporting, and overall project execution.
• Develop and execute system testing strategies, including validation of configurations, customizations, and integrations.
• Identify, document, troubleshoot, and resolve system defects throughout testing and deployment.
• Provide post-go-live support to ensure system stability and successful user adoption.

Training & Change Management

• Facilitate business workshops to gather requirements and validate solutions.
• Develop training materials and conduct end-user training sessions.
• Lead change management efforts to encourage adoption and maximize business value.

Continuous Improvement

• Monitor system performance and identify opportunities for process improvements and system enhancements.
• Stay current with new Microsoft Dynamics 365 FSCM functionality and recommend enhancements that improve business operations.
• Support continuous optimization initiatives across Sales and Customer Service processes.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Supply Chain Management, or a related field.
• 7–10+ years of experience as a Business Analyst or Functional Consultant supporting Microsoft Dynamics 365 FSCM.
• Extensive recent hands-on experience with:
  • Quote-to-Cash
  • Sales & Marketing
  • Rebate Management
  • Pricing Management
• Strong understanding of D365 FSCM configuration, workflows, forms, reporting, and security.
• Experience integrating D365 with third-party applications such as SPS Commerce EDI, Salesforce, or similar platforms.
• Proven ability to translate business requirements into practical technical solutions.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal, written, and presentation skills with the ability to communicate across technical and business audiences.
• Demonstrated success working with cross-functional teams in a fast-paced environment.

Preferred Qualifications

• Microsoft Dynamics 365 Finance & Supply Chain Management Certification.
• Experience with Microsoft Power Platform (Power Automate, Power BI) and Azure services.
• Understanding of enterprise architecture principles.
• Experience managing multiple projects or workstreams simultaneously.
• Previous experience supporting large-scale ERP implementations or transformations.

Location

This position is based onsite in one of the following locations:

• Clemmons, NC
• Mocksville, NC