Senior ERP Product Owner and Customer Support - Orion

Operations and Finance Product Owner Position Summary The Operations and Finance Product Owner owns the performance, configuration, adoption, access governance, and continuous improvement of Orion's core operational and financial processes within COINS and connected systems. This role is the functional owner for general ledger, accounts payable, accounts receivable, construction billing, purchasing, inventory, job costing, work in progress, percentage-of-completion accounting, retainage, committed costs, subcontractor accounting, cash management, fixed assets, and financial close. A central responsibility is ensuring that system access and workflow design maintain effective segregation of duties across finance and operations. This is a hands-on product ownership and support role. The Product Owner identifies issues, determines root cause, coordinates resolution, validates results, and remains accountable until the process works as intended. The role balances Orion's enterprise standards with legitimate Operating Company requirements while limiting unnecessary customization and unsustainable workarounds. Mission Build and sustain standardized operations and finance capabilities that enable Orion's Operating Companies to transact efficiently, close accurately, maintain strong financial controls, and scale with minimal operational disruption. Key Responsibilities Product and Process Ownership Own the operations and finance product roadmap, prioritized backlog, and functional outcomes for COINS and applicable connected systems. Establish standardized business processes and configurations across Orion while clearly defining enterprise and Operating Company responsibilities. Translate business needs into functional requirements, configuration decisions, controls, test scenarios, and acceptance criteria. Evaluate defects and enhancement requests based on business value, risk, scalability, control requirements, and alignment with Orion standards. Coordinate Finance, Operations, Systems, Data, Integration, and third-party partners to deliver complete solutions and drive issues through verified resolution. Finance and Construction Accounting Own and continuously improve processes for the general ledger, chart of accounts, financial dimensions, accounts payable, accounts receivable, collections, cash application, billing, revenue recognition, job costing, cash management, bank reconciliation, fixed assets, intercompany transactions, financial close, reporting, and audit support. Own construction-specific processes, including percentage-of-completion accounting, work in progress, cost-to-complete forecasting, overbilling and underbilling, retainage, schedule-of-values billing, change orders, committed costs, subcontractor accounting, labor and burden allocation, and project profitability reporting. Ensure project and finance teams can reconcile contracts, budgets, commitments, actual and forecast costs, billings, collections, and recognized revenue at the project level. Ensure transactions originating in projects, service, purchasing, inventory, payroll, and connected systems are accurately reflected in job cost, work in progress, and the general ledger. Operations and Configuration Own procurement, purchase orders, requisitions, approvals, receiving, three-way matching, inventory and warehouse transactions, material transfers, job-issued inventory, subcontractor commitments, project setup, cost codes, operational master data, equipment-related financial transactions, reporting, and exception management. Partner with the Service and Payroll Product Owners to ensure operational activity flows completely and accurately into job cost, payroll, billing, and the general ledger. Own functional configuration and maintain current decision logs, process maps, operating procedures, and configuration documentation. Assess configuration changes for downstream impacts to reporting, integrations, security, controls, and other COINS modules. Favor standard, reusable configuration and process changes over customization. Maintain enterprise standards for the chart of accounts, cost codes, financial dimensions, approval workflows, transaction types, and master data. Ensure changes follow Orion's software development lifecycle, testing, approval, and release-management requirements. Implementation and Financial Close Manage and continuously improve the close plan, including subledger cutoffs, job-cost validation, WIP preparation, project-manager review, reconciliations, journal entries, financial-statement review, issue resolution, and approval. Identify blockers early, assign corrective actions, and remain accountable until the eight-day close requirement is achieved. Develop and execute end-to-end functional tests. Validate opening balances, master data, open transactions, control totals, record counts, and reconciliation results. Support evidence-based go or no-go decisions and establish blackout, rollback, reconciliation, and exception-handling procedures. Validate the first billing, accounts payable, purchasing, bank-reconciliation, WIP, and close cycles after go-live, then transition the Operating Company into sustainable support without losing open issues or decisions. Support and Continuous Improvement Serve as the functional support owner for operations and finance incidents and questions. Prioritize requests based on severity, financial and operational impact, and the number of affected users or Operating Companies, with immediate focus on production, payroll, billing, cash, purchasing, and close issues. Diagnose root causes across process, configuration, security, data, integrations, training, and user execution. Engage technical or vendor resources as needed while retaining ownership of the outcome. Confirm each solution is tested, implemented, communicated, and operating successfully before closure. Analyze ticket trends, process performance, reconciliations, control exceptions, and user feedback to eliminate recurring issues and reduce manual work, spreadsheet dependency, duplicate entry, and avoidable support demand. Create knowledge articles, job aids, standard responses, and user guidance. Monitor ticket volume, aging, service levels, recurring themes, and customer satisfaction. Identify opportunities for workflow automation, automated testing, exception reporting, and system integration, and measure whether improvements deliver the intended results. Access Governance and Controls Own the functional segregation-of-duties framework for finance and operations in COINS and connected systems. Define incompatible-duty rules across vendor and customer setup, purchasing, receiving, invoice entry, payments, billing, cash application, journal entries, bank reconciliation, master data, and system administration. Design standardized roles based on job responsibilities, least privilege, and Orion control requirements. Review access requests, role changes, transfers, and terminations for conflicts before access is approved or modified. Conduct periodic access and segregation-of-duties reviews with Operating Company leadership, Finance, Internal Audit, IT, and Security. Document conflicts, risk owners, remediation actions, compensating controls, approvals, and review frequency. Drive remediation through access removal, role or workflow redesign, separation of duties, or approved compensating controls. Ensure compensating controls are specific, evidenced, independently reviewed, and effective against the identified risk. Maintain an audit-ready segregation-of-duties matrix, role catalog, access-review evidence, exceptions, and remediation status. Embed approvals, audit trails, reconciliations, and exception reporting in system workflows. Support SOX readiness, audits, control testing, and remediation. Escalate unresolved high-risk conflicts and control failures and remain accountable until the risk is accepted or remediated. Training and Adoption Develop and deliver role-based training for finance, operations, purchasing, project administration, and leadership users during implementations, releases, and process changes. Confirm users can perform required processes accurately rather than measuring success only by training completion. Monitor adoption, transaction quality, process compliance, and use of standard workflows. Work directly with Operating Companies to correct gaps in knowledge, execution, or accountability while maintaining Orion standards and control requirements. Measures of Success Finance and operations processes operate reliably across live Operating Companies, with recurring incidents and transaction failures permanently resolved. Each implementing Operating Company completes an accurate close within eight business days, with reconciled subledgers, job cost, WIP, billings, and revenue. Job cost, forecasts, retainage, commitments, project billing, and revenue recognition are complete, accurate, and visible to project and finance leaders. Operating Companies adopt Orion's standard configuration and processes; justified exceptions are documented, approved, and supportable. High-impact support issues receive clear ownership and timely resolution, while ticket aging and repeat incidents decline. Required approvals, reconciliations, audit trails, access controls, and segregation-of-duties controls operate as designed and remain audit-ready. Manual workarounds, spreadsheets, duplicate entry, and transaction corrections decline, and enhancements produce measurable improvements in accuracy, cycle time, control, or user experience. Qualifications Required Bachelor's degree in accounting, finance, business, operations, information systems, or a related field. Five or more years of experience supporting finance or operational processes in an ERP environment. Construction or project-based accounting experience, including job costing, work in progress, percentage-of-completion revenue recognition, retainage, committed costs, project billing, and cost-to-complete forecasting. Experience leading or materially supporting an eight-day financial close, including subledger reconciliation, WIP preparation, journal entries, financial review, and issue resolution. Strong working knowledge of general ledger, accounts payable, accounts receivable, billing, purchasing, job costing, WIP, and financial close. Experience designing or administering ERP roles, access controls, segregation-of-duties matrices, user-access reviews, or control-remediation processes. Ability to identify and remediate incompatible duties across procure-to-pay, order-to-cash, record-to-report, cash management, and system administration without disrupting operations. Experience configuring, testing, implementing, or supporting ERP business processes and translating business needs into requirements, test cases, and process documentation. Demonstrated ability to diagnose complex functional issues and drive them through verified resolution. Strong understanding of financial controls, reconciliations, approval workflows, audit trails, least privilege, and privileged access. Strong written communication, training, documentation, stakeholder-management, and cross-functional leadership skills. Preferred CPA, CMA, CIA, CISA, MBA, or another relevant finance, audit, or controls credential. Big Four accounting or consulting experience supporting ERP controls, segregation-of-duties design, SOX readiness, internal controls, or audit remediation. Product Owner, Scrum Product Owner, or comparable product-management certification. Experience with COINS or another construction-focused ERP platform. Experience with governance, risk, and compliance tools or automated segregation-of-duties analysis. Experience in construction, mechanical services, specialty contracting, field service, or another project-based industry. Experience supporting multiple businesses in a decentr