Job Title:

Customer Operations Manager - Calgary, Alberta

Business Area:

Product & Client Support


Calgary, AB CAN

Job ID:


Customer Operations Manager - Calgary, Alberta

This is a Customer-facing role that is directly responsible for managing the delivery of contracted Managed Services and Solutions as defined in the Statement of Work (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


  • Responsible for management, execution and governance of a Managed Services Statement of Work for a single large account and/or multiple complex, small accounts.  Customer Output Environments vary from hundreds to thousands of installed devices with revenues typically between $8M and $15M, based on region.
  • Manage Amendments, Change Requests and renewals of SOW
  • Manage  and administer 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
  • Monitor, analyze 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
  • Meet with client(s) in person at least once per month; prepare and 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 and escalations
  • 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
  • Fiduciary responsibility for ongoing administrative 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 required in face to face interaction w/Customers in an Operations/Service Delivery role; handling issue resolution, proposal discussions, general service delivery concerns, etc.
  • 10+ years’ experience in an operations management role.
  • Experience with the delivery of operations through the use of technology solutions
  • Experience with managing direct reports and/or multi-disciplined teams that can be geographically dispersed
  • Significant experience and demonstrated ability to interact and present to clients, including executive level


  • 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


  • (Intermediate – Advanced) skills in MS Office Suite Word, Excel (v-lookup, pivot tables, conditional formatting) and PowerPoint. MS Visio and MS Access preferred; Working knowledge of Google basics including Gmail, Google Drive and calendar
  • Demonstrated ability to influence & negotiate
  • Experience in documenting current and future state business/operations processes
  • Strong project management skills
  • Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups
  • Well-developed management skills—principles and people
  • Basic knowledge of software driver implementation, IP protocol schema and basic network protocols


  • Revenue versus Planned Revenue
  • Actual Cost versus Planned Cost
  • Customer Satisfaction
  • Service Level Attainment
  • Solutions Penetration
  • Missing Meter Reads
  • Toner Reconciliation
  • Consigned Inventory
  • Invoicing and Billing


  • 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



  • BA/BS/BBA degree in Business or equivalent experience


  • 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


  • 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


*Relocation is not offered for this position. This position is based in Lexmark's Calgary, Alberta office. 

*Candidate should be already living and working in the province where this position is located with current authorization to work in Canada.