Customer Operations Manager

Lexmark; Maidenhead; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading technology company is looking for a Customer Operations Manager in Maidenhead. This customer-facing role requires managing the delivery of Managed Services and building trust with clients. The successful candidate will oversee operations and drive solutions that enhance customer satisfaction while managing revenue goals.

Qualifications

• 5+ years experience in an operations management role.
• Experience with managing direct reports.
• Experience required in customer interaction and issue resolution.

Responsibilities

• Manage the delivery of contracted Managed Services.
• Maintain client relationships through regular meetings.
• Manage day-to-day operations and client training.

Skills

Customer Service

Operations Management

Problem Solving

Analytical Skills

Education

BA/BCOM degree in Business

Tools

MS Office Suite

Job description

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Job Summary

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

Responsibilities :

Job Summary

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 multiple large accounts and/or multiple complex, small accounts. Customer Output Environments vary from hundreds to thousands of installed devices with revenues typically >$15M 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 multi-disciplined, potentially internationally dispersed teams & Managing Directs with Directs
• Significant experience and demonstrated ability to interact and present to clients, including executive level
• Previous responsibility for directly managing a P&L Statement
• 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
• “Hands on” work ethic—High level of administrative skillset required to effectively manage multiple customer accounts and associated tasks required on a day to day basis.
  
  
  

TECHNICAL COMPETENCE:

• Demonstrated ability to influence & negotiate
• Experience in documenting current and future state business/operations processes
• Strong project management skills with the ability to lead International Project Teams & International Scope Projects
• 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
• 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/BCOM 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
• Asset Management (Install base accuracy & Order management)
• Monthly Customer Operations Summary Reviews
• Quarterly Business Reviews
  
  
  

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  IT Services and IT Consulting

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