Position Overview

Responsible for overseeing the customer operations teams to ensure the highest level of customer satisfaction and operational efficiency. This role requires driving operational excellence, optimizing agile supply chain processes, and contributing to the success of the regions. The role supervises and leads a team of operations professionals (exempt individual contributors) providing guidance, support, and performance evaluations.  Great emphasis on an analytical thinker with strong leadership skills and a passion for enhancing the customer experience.

Responsibilities

Leads a team of individual contributors managing order to delivery execution and KPIs, meeting business objectives and ensuring effective execution.

Actively collaborates with internal and external stakeholders and accounts regularly to anticipate, address, implement, and improve operational execution and solutions.Monitors, diagnoses, and drives resolution for any operational issues.Identifies opportunities to streamline and optimize operational processes across business functions, improving customer experience and reducing costs.Monitors and analyzes customer ops metrics to identify areas for improvement and implements corrective actions.Manages customer feedback, ensuring timely resolution and follow-up.Facilitates people development aimed at nurturing team members to become proficient supply chain professionals by enhancing their skills, knowledge, and career growth opportunities.Required Skills and KnowledgeStrong leadership and management skills with the ability to inspire and motivate a team.Excellent communication and interpersonal skills to effectively interact with customers and colleagues. (Written and verbal)Strong data analytics to assess issue and make improvement recommendations.Problem-solving abilities to address customer issues and operational challenges.Ability to work in a fast-paced and dynamic environment.Strategic thinking – ability to see beyond, have foresight and drive change.Continuous Improvement Process enabling operational excellence and cost savingResilience and agility – challenge, automate, innovate, be agile.QualificationsBachelor’s degree in Business Administration, Supply Chain Management, or a related field.Minimum of 5 years of experience in customer operations management.Experience in leading and managing teams.

Strong understanding of customer ser

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.