Director of Global Operations

Advantest America; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Advantest America is seeking a strategic customer support and operations manager to coordinate activities globally within the assigned account. You will connect Product Units into a cohesive ecosystem, support Global Account Sales, oversee applications and support, ensure projects and installations are executed efficiently, and align with partners across regions to drive growth and profits.

In this role you will lead escalation management, host account reviews, drive process improvements, and

Qualifications

• Must demonstrate ability to develop and present executive-level summaries.
• Experience coordinating globally across product units, sales, and service teams.
• Proven track record in program management and stakeholder influence.

Responsibilities

• Escalation management with customers, executives, and partners to influence decisions.
• Present executive-level operations and project summaries.
• Host Account Reviews to set operational strategies using KPIs.
• Establish new processes and act as a change agent.
• Advise on Roles & Responsibilities changes and resource allocations.
• Influence employees and partners in a global environment.
• Manage ramp and installation plans with internal and external teams in Asia.
• Provide customer inputs to Product Development and Field Service for roadmap and gaps.
• Listen actively to customer concerns and coordinate with applications and field service teams.
• Guide internal teams to align with initiatives and deliverables locally and globally.
• Provide feedback to keep projects moving when teams are at impasse.
• Manage internal and external vendors.
• Problem solving/root cause analysis using fishbone, 8Ds, 5 Whys.
• Drive HW & SW transitions to new revisions.
• Provide customer feedback to help find common ground.
• Program management.
• Assist in account roadmap activities.

Skills

Escalation management

Executive communication

Account leadership

Global collaboration

Program management

Vendor management

Change management

Strategic planning

Job description

Job Description

• This is a rewarding, challenging, and unique role as a strategic customer support & operations manager for all Activities globally in assigned account. In this role, you'll connect and integrate all products from the Product Units (PUs) into a cohesive ecosystem or solution that meets the customer's needs. You will be responsible for supporting the Global Account Sales team in both tactical and strategic activities. As part of the team, you will be responsible for overseeing the activities on both the applications and support side. You will ensure that projects and installations are being completed efficiently and timely and coordinated seamlessly. You will be responsible for developing customer relationships, ensuring execution from Q2C, achieving synergy with global business partners including Business Units/Product Units, sales, marketing and numerous functional partners both regionally and globally. Candidate must be able to provide guidance and leadership to the sales team enabling them to continuously achieve forecast targets, maximize growth, revenue and profit.

Responsibilities:

• Escalation management. Develop and manage relationships with customers, executives, functional partners both internal and external with ability to influence decisions
• Advanced communication skills are essential for creating and presenting executive-level operations and project summaries.
• Host Account Reviews to develop operational strategies for the account. Use KPIs to focus on issues and drive change.
• Establish new processes. Need to be a change agent.
• Make the case for Roles & Responsibilities (R&R) changes and additional resource allocations
• Proven success managing and influencing employees and functional business partners in a global environment
• Manage ramp and installation plans and can work closely internal and external teams in Asia
• Provide customer inputs to Product Development and Field Service teams for roadmap planning, product strategy, and product gaps including OSAT requirements
• Ability to actively listen, and understand the customer's concerns, and/or the concerns being raised by our own teams by work closely with applications and field service managers
• Ability to provide internal teams appropriate direction and guidance, that can coincide with existing initiatives and expected deliverables at local and global levels, when applicable
• Provide customer feedback and ability to help find a common ground when teams are at an impasse to keep efforts moving forward.
• Manage internal and external vendors

Additional Responsibilities include:

• Proficient in problem solving/root cause analysis using fishbone, 8Ds, 5 Whys, etc
• Drive HW & SW transitions to new revisions
• Provide customer feedback and ability to help find a common ground when teams are at an impasse to keep efforts moving forward.
• Program management
• Assist in account roadmap activities and coordination