Job Summary :
As a Sr. manager of customer support and install base operations you oversee hardware replacement and customer install base data accuracy operations in an Outsourced model.
You will be accountable for a team which ensures our customers receive hardware and onsite engineer support on-time along with ensuring customer install base data is accurate to enable on- time & self-support
You will establish and maintain communication across functions and oversee a mission critical 24 / 7 team across multiple delivery centers.
Essential Functions :
Design, develop and implement operating policies to ensure achievement of all operations objectives.
Provide overall Vendor Management of multiple suppliers.
Ensure vendor contracts contain acceptable service-level agreement (SLA) requirements.
Ensure vendor data and performance metrics are managed to contractual commitments.
Ensure vendor invoice reconciliation is completed in a timely manner, as needed.
Develop and approve exceptions to policy tied directly to area of responsibility.
Work collaboratively with other senior managers and directors to establish strategic plans and objectives.
Participate in corporate development of methods, techniques and evaluation criteria for projects, programs and people within your area of responsibility.
Utilize previously acquired technical, project management, and people management experience to actively lead strategic regional and global projects.
Control of planning, staffing, budgeting, and managing expenses.
An understanding and effective approach to continuous improvement methodologies is a must.
Ability to work with global teams and adapt to 24 / 7 call center requirements Excellent oral and written communication skills.
Familiarity with self-support and AI tools.
Excellent analytical, problem-solving, negotiation, and organizational skills.
Excellent knowledge of product lifecycle, tools, processes, and operations planning.
Demonstrated experience working with logistics and supply chain management teams
Has good oversight in customer master data management
Prior experience with developing budgets and controlling costs.
A demonstrated ability to manage large projects in coordination with peer managers and professional level employees.
Proven track record of surpassing objectives and delivering exceptional results.
Responsibility and Interaction :
Responsibility : This position is responsible for managing a major segment of work within a broad functional area for a large country or countries, or global geographic area.
This position directs and controls the activities of a group with significant content, product and / or project outcomes.
The focus of this role is on translating functional strategies into operational plans and priorities. May develop functional strategies.
The potential impact of decisions made by this individual has significant operational or financial impact on the overall success of the function or company outcomes.
This individual will use in-depth knowledge to solve issues that are complex in scope and establish medium to long- range plans.
This individual is accountable for managing to assign budget.
Interaction : This individual must demonstrate strong leadership skills by establishing clear goals, objectives and priorities that communicate the organization’s vision.
The position reports to a Director
A minimum of 10 years of experience as a people manager is required.
A bachelor’s degree in business administration, or related field; or equivalent related experience is required.
Demonstrated ability to manage multiple, critical projects is required.