Job Title:

Customer Operations Manager

Business Area:

Product & Client Support

Location:

Vancouver, BC CAN

Job ID:

126407

Customer Operations Manager

Apply Now

This is a customer-facing role that is directly responsible for managing the delivery of contracted Managed Services and Solutions as defined in the SOW to Client’s satisfaction.  Duties include working within a Customer Focus Team (CFT) to define proposed services requirements, creation of Statement of Work, implementation of services, and manage the delivery of day to day operations of Post Implementation MPS Services and Solutions.   Accountable to manage revenue and profit margin targets and identify and recommend business process and output related solutions for each client.  Responsible to build a high- trust relationship with multiple levels within the Client environment.  Work in partnership with Client, becoming a credible advisor on fleet and business optimization and sought as a key resource for resolution of unique or complex business problems.

ROLES AND RESPONSIBILITIES:

  • Responsible for management and execution of a Managed Services Statement of Work for a single account and/or multiple complex, small accounts.  Customer Output Environments vary from hundreds to thousands of installed devices with revenues typically <$8M, based on region. 
  • Manage all aspects of the day-to-day operations such as install base accuracy, hardware orders, device change management, issue resolution, client training needs, consumables forecasts, client on-hand inventories, toner reconciliation, consumables, vendor management, normal business as usual activities
  • Meet with client(s) in person at least once per month; Conduct a Monthly Operations Review (at contracted frequency) with the client that includes all aspects of the Lexmark MPS Services engagement.  Maintain frequent, regular quality meetings with client(s) typically via weekly operations reviews involving  on-site personnel; maintain and manage active Client Action Log
  • Support Quarterly Business Reviews.  Responsible to understand client priority business initiatives and demonstrate the value of Lexmark via recommended actions and implemented improvements.  Demonstrate expertise and excellence in  identifying  business related and output solutions opportunities  as well as optimization and other recommendations that will save time and expense for the client  in these face to face executive reviews
  • Monitor and report on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed.  Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention
  • Fiduciary responsibility for ongoing operations including cost management, inventory management, accounts receivable and gross margin;  provide Revenue and Expense forecast for each client as part of the Monthly Outlook Process
  • Develop onsite employee skill sets ; manage, recruit, hire and train onsite employees as needed
  • Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes

EXPERIENCE AND BACKGROUND:

REQUIRED:

  • Experience required in face to face interaction w/Customers in an Operations/Service Delivery role; handling issue resolution, proposal discussions, general service delivery concerns, etc
  • 5+ years experience in an operations management role
  • Experience with the delivery of operations through the use of technology solutions
  • Experience managing direct reports or multi-disciplined teams
  • Significant experience and demonstrated ability to interact and present to clients, including executive level.

PREFERRED:

  • Experience applying business management, financial concepts & contracts knowledge to analyze Client needs and deliver recommendations
  • Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving
  • Previous responsibility for directly managing a P&L Statement

TECHNICAL COMPETENCE:

  • Demonstrated ability to influence & negotiate
  • Experience in documenting current and future state business/operations processes
  • Strong project management skills; prefer working knowledge of Microsoft Project
  • Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups
  • Well-developed management skills—principles and people
  • Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software.  MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required
  • Basic knowledge of software driver implementation, IP protocol schema and basic network protocols

KEY METRICS:

  • Revenue versus Planned Revenue
  • Actual Cost versus Planned Cost
  • Customer Satisfaction
  • Service Level Attainment
  • Solutions Penetration

PERSONAL CHARACTERISTICS:

  • Individual must demonstrate a high level of business acumen;  ability to get along well with diverse personalities—flexible
  • Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment
  • Strong leadership skills, ability to direct and motivate employees
  • “Hands on” management style—drives team involvement within division and functional support organizations; ability to build and manage a cross cultural, cross tower team for effective and efficient customer support
  • Strong analytical and reasoning abilities.  Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises.  Able to develop and adapt business processes after evaluating multiple solutions
  • Demonstrated ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format

EDUCATION:

REQUIRED:

  • BA/BS/BBA degree in Business or equivalent experience
  • English language fluency

PREFERRED:

  • Six Sigma, Lean, TQM or other business process improvement methodology preferred
  • PMP, CMM certification preferred
  • MBA in finance, administration or operations a plus
  • ITIL / ITSM experience; certification preferred

KEY DELIVERABLES:

  • Solution Summary
  • Statement of Work (SOW)
  • Project Plan
  • Key Process Flows (MADC, Order Mgmt, Manual Meter Read Collection, Escalation Process Procedures, etc.) for each Client
  • Training Plan & Procedures Manual for each On-Site Associate
  • Monthly Customer Operations Summary Reviews
  • Quarterly Business Reviews
Apply Now