Customer Service Technology Lead

Kelly; Jacksonville (FL); On-site; USD 110,000 - 150,000; Full time

Job summary

Kelly is seeking a Technology Operations Manager, Customer Service, in Jacksonville, FL. The role leads Order to Cash processes, manages SAP-based solutions, and aligns with IT, Finance, and Sales to ensure seamless customer service delivery.

The candidate will drive requirements, testing, and enhancements across CRM, EDI, and related systems, while mentoring BPX and Customer Master teams in a fast-paced environment.

Qualifications

• Excellent oral and written communication; document responsibilities clearly.
• Strong analytical and problem-solving skills with data-driven approach.
• Proven experience leading teams and managing projects with stakeholders.
• Ability to drive transformational change and adapt to evolving processes.
• Functional knowledge of Contact Center technologies and metrics.
• Experience in defining SAP-based Order to Cash solutions and integrations.

Responsibilities

• Serve as central facilitator in defining Order to Cash functional requirements.
• Lead BPX and Customer Master teams to meet service levels.
• Own requirements, test plans, and CS enhancements/break-fix for CRM, EDI, or order methods.
• Ensure CS processes comply with SOX, audit requirements, and policies.
• Oversee training and development of BPX and Customer Master teams.
• Coordinate with Deliver Leadership, Global IT, Finance, Sales & Marketing to deliver CS system projects.

Skills

Communication

Analytical thinking

Leadership

Stakeholder management

Change management

SAP knowledge

Tools

SAP ECC

SAP S/4HANA

CRM systems

Job description

Kelly Services is recruiting for a Technology Operations Manager, Customer Service, located in Jacksonville, Florida.

Key Responsibilities:

• Serve as a central facilitator in driving the definition of Order to Cash functional requirements.
• Leads the BPX and Customer Master teams to meet or exceed agreed service levels.
• Leads ownership of requirements, test plan development, and all Customer Service enhancements/break-fix issues, CRM, EDI, or other order method processes within the Order to Cash functions
• Ensures CS processes that impact systems or customer master adheres to company policies and internal & external audit requirements, i.e., SOX, BSI, etc.
• Oversees training and development of BPX and Customer Master teams
• Effectively lead and liaise with Deliver Leadership, Global IT, Finance, Commercial, Sales & Marketing teams to ensure day-to-day processes and CS related system projects are delivered.

Education:Experience and Skills:

• Demonstrate excellence in oral and written communication, with the ability to clearly document responsibilities and develop comprehensive technical design documentation
• Analytical Prowess: Excellent problem-solving and analytical skills
• Adaptable and resilient
• Experience in leading teams, managing projects, and influencing stakeholders
• Strong interpersonal and organizational skills
• Ensure compliance with architectural principles and industry standards, participate in testing, and provide ongoing support and training to end-users.
• Open minded with ability to drive transformational change
• Functional knowledge of Contact Center technologies and metrics
• Demonstrate ability to assess workflows, identify automation opportunities, and deliver process enhancements from concept to completion

Preferred:

• Minimum of 5 years of SAP Experience in Order to Cash functions
• Minimum 5 years of experience leading and managing teams is required
• Extensive knowledge of SAP SD standard functionality, with experience in SAP ECC & S/4HANA preferred. Experience with integrations with other SAP modules is essential.
• Extensive experience in analyzing and defining business requirements to create SAP solutions for sales order processing, pricing, ATP (Available-to-Promise), delivery, invoicing, returns, and intercompany scenarios.
• Collaboration experience with business process owners, stakeholders, and cross-functional teams to gather requirements, present solution designs, and facilitate workshops
• Experience with enterprise system design, data transformation, data mapping and data design documentation and presentation desired
• Experience in customer master data governance, including establishing standards, ensuring data quality, and maintaining compliance across systems Extensive project management experience
• Proficiency in Microsoft applications, with advanced competency in Excel and strong skills in PowerPoint
• Expertise in facilitating organizational change and ensuring successful implementation of new processes or technologies

Other:

• Manage workflow production and oversee training for new employees on assigned tasks; provide guidance by answering job-related questions across multiple areas.
• Report on performance, recommend advancements, and implement new or revised procedures while working independently under broad guidelines, exercising initiative and sound judgment.