Client Operations Manager - Americas

Kodak Alaris; Región Centro; Híbrido; MXN 900.000 - 1.100.000; Jornada completa

Descripción de la vacante

Kodak Alaris is seeking a Client Operations Manager to lead a high-performing team of Client Operations Advisors within the Americas OTC ecosystem. You will optimize cross-functional workflows between Sales, Planning, Logistics and Finance to maximize profitability and client satisfaction while controlling costs.

Responsibilities include mentoring teams, improving digital audit trails, and driving cloud-based system efficiencies across global operations.

Formación

• Must be fluent in English and one other European language.
• Experience in a customer service environment.
• Exceptional verbal and digital stakeholder management skills.
• Advanced IT fluency with ERP/CRM ecosystems (Microsoft Dynamics 365, CRM) and the full Microsoft 365 suite.
• High-level organisational skills with the ability to multitask across digital platforms.

Responsabilidades

• Lead a team of Client Operations Advisors and monitor OTC lifecycle.
• Set and track team and individual performance metrics.
• Collaborate with Sales and Planning to optimize inventory and reduce overheads.
• Coach advisors on complex customer specifications.
• Oversee outbound logistics daily using tracking tools; liaise with logistics and warehouses.
• Master international export protocols and digital shipping controls.
• Act as primary escalation point for cross-functional complaints.
• Design and implement process improvements for digital effectiveness and profitability.
• Ensure flawless digital audit trails and support audits with an updated approval matrix.

Conocimientos

Stakeholder management

Customer service experience

English + European language

ERP/CRM proficiency

Microsoft 365

Multitasking

High-energy communication

Analytical problem solving

Self-starter

Herramientas

Microsoft Dynamics 365

CRM

Microsoft 365

Descripción del empleo

Position Summary

The Client Operations Manager leads and mentors, a high-performing team of Client Operations Advisors within the Kodak Alaris Operations team. This person leads by example. This role is responsible for overseeing the entire Americas Order-to-Cash (OTC) ecosystem, ensuring flawless digital audit trails, and driving cloud-based system efficiencies. The ideal candidate is forward thinking, digitally-fluent leader who optimizes cross-functional workflows between Sales, Planning, Logistics and Finance to maximize profitability and client satisfaction, whilst controlling costs.

Profile

Use exceptional digital and verbal communication skills to keep all stakeholders synced in real-time. You must quickly master the technical operational requirements of our customers and sales teams. Respond with agility to queries and complaints, ensuring the digital audit trail is flawless.

Key Responsibilities

• Lead a team of Client Operations Advisors while monitor day-to-day OTC lifecycle execution.
• Set and track team and individual performances metrics while adhering to company policies.
• Collaborate with Sales and Supply Chain Planners to leverage inventory data, maximizing satisfaction while minimizing overheads.
• Coach advisors on complex customer technical specifications.
• Daily follow up of outbound logistics using modern tracking tools, liaising with logistics and warehouse networks.
• Master complex international export protocols and digital shipping controls.
• Serve as primary escalation for Sales, Services, Planning and Logistics complaints.
• Architect and implement process improvements to enhance digital effectiveness and profitability.
• Enforce flawless digital audit trail controls and support periodic company internal and external audits. Maintaining the approval matrix.

Skills and Competencies

• Exceptional verbal and digital stakeholder management skills.
• Previousexperience in a customer service environment.
• Must be fluent in Englishand one other European language.
• Advanced IT Fluency: experience with modern ERP/CRM ecosystems (Microsoft Dynamics 365, CRM, etc.) and the full Microsoft 365 suite.
• High‑level organisational skills with the ability to multitask across digital platforms.
• Confident, high‑energy communication style suitable for all organizational levels.
• Ability to thrive under pressure and manage frequent digital interruptions.
• Analytical problem‑solving and data‑led decision‑making skills.
• Self‑starting approach with a drive to adopt new technologies and tasks.
• Hybrid/remote

This job description is provided as a guide to the main duties and responsibilities of the role. The employee is required to undertake such other duties as may be reasonably required.