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Bilingual Customer Operations Manager

  • Telecommunication, Call Centre, Customer Service Jobs
  • IT, Software development, System Engineering Jobs
  • Sales, Business Development, Business Consulting
  • Management (incl. project, product management & human resources)

Description

  • Responsible for management and execution of a Managed Services Statement of Work for a single account and/or multiple complex, small accounts. Customer Output Environments vary from hundreds to thousands of installed devices with revenues typically between <$8M, based on region  
  • Manage all aspects of the day-to-day operations such as install base accuracy, hardware orders, device change management, issue resolution, client training needs, consumables forecasts, client on-hand inventories, toner reconciliation, consumables, vendor management, normal business as usual activities
  • Meet with client(s) in person at least once per month; Conduct a Monthly Operations Review (at contracted frequency) with the client that includes all aspects of the Lexmark MPS Services engagement. Maintain frequent, regular quality meetings with client(s) typically via weekly operations reviews involving on-site personnel; maintain and manage active Client Action Log
  • Support Quarterly Business Reviews. Responsible to understand client priority business initiatives and demonstrate the value of Lexmark via recommended actions and implemented improvements. Demonstrate expertise and excellence in identifying  business related and output solutions opportunities as well as optimization and other recommendations that will save time and expense for the client in these face to face executive reviews
  • Monitor and report on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention
  • Responsible for ongoing operations including cost management, inventory management, accounts receivable and gross margin; provide Revenue and Expense forecast for each client as part of the Monthly Outlook Process
  • Develop onsite employee skill sets ; manage, recruit, hire and train onsite employees as needed
  • Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes

Specific Requirements

  • Experience required in face to face interaction w/Customers in an Operations/Service Delivery role; handling issue resolution, proposal discussions, general service delivery concerns, etc
  • 5+ years experience in an operations management role
  • Experience with the delivery of operations through the use of technology solutions
  • Experience managing direct reports or multi-disciplined teams
  • Significant experience and demonstrated ability to interact and present to clients, including executive level
  • Experience applying business management, financial concepts & contracts knowledge to analyze Client needs and deliver recommendations
  • Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving
  • Previous responsibility for directly managing a P&L Statement
  • Demonstrated ability to influence & negotiate
  • Experience in documenting current and future state business/operations processes
  • Strong project management skills; prefer working knowledge of Microsoft Project
  • Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups
  • Well-developed management skills—principles and people
  • Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required
  • Basic knowledge of software driver implementation, IP protocol schema and basic network protocols
  • BA/BS/BBA degree in Business or equivalent experience
  • English and French language fluency a must (written and verbal)

Hard Skills

  • Microsoft Office
  • Customer relationship manager (CRM)
  • Word processing
  • Customer relations
  • Relationship building
  • Customer success
  • Contract management
  • Business analysis
  • Deliverable management
  • Ability to use project management software

Soft Skills

  • Communication
  • Problem-solver