CUSTOMER OPERATIONS SPECIALIST (COS) MANAGER

Job Summary:

Responsible for managing and leading individuals or teams to manage a hardware and services engagement that meets Customerxe2x80x99s expectations.xa0 Coordinates the efforts of all services operation's resources across multiple accounts.xa0 Ensures multiple direct reports deliver services that equal or exceed contracted Customer service levels while meeting revenue and profit targets.xa0

Key Roles and Responsibilities:

• Responsible to manage a team of Customer Operations Specialists (COSs) who manage the execution of MPS Statements of Work for multiple small accounts
• Ensure direct reports execute and deliver Lexmark responsibilities against signed Statements of Work, which can be highly complex and require a focus on steady state operational elements, profitability and growth. Ensure all elements of the contract are delivered within the budget while meeting customer satisfaction expectations
• Responsible for the Customer Satisfaction of the client for the provision of hardware, supplies and services
• Coordinates and holds regular communication with the internal team regarding the status of the account. Tracks team progress and conducts status meetings internally
• As required, responsible for implementation of Lexmark services against a defined project schedule and budget and monitor the implementation process and manage scope changes as they occur
• Holds team accountable to their roles and responsibilities required to support contracted service delivery to the Customer
• May lead or manage a CFT that includes various organizations within Lexmark such as but not limited to Supply Chain, Sales, Product Engineering, Customer Support Services, Lexmark Professional Services and Operations. May be required to lead international teams and/or manage projects with an international scope
• Responsible to maximize team results and advance the interest of the company. Ensure team remains motivated, rewarded and focused on delivering an exceptional customer experience
• Fiduciary responsibility for ongoing operations including cost management, accounts receivable and gross margin develop, implement and monitor expense control for assigned business region
• Responsible to manage the successful services delivery in such a manner that Lexmark experiences 100% customer retention
• Demonstrates discipline in following standard practices and develops or enhances practices as needed by the Customer or Lexmark
• Provides recommendations for business process and productivity improvements and cost reductions for Lexmark
• Demonstrates continuous improvement aimed toward achieving operational excellence in Customer Operations across all areas and functions
• Promotes the value of the Customer / Lexmark relationship within the Customer, Lexmark and all third-party organizations
• Coaches and mentors Customer Operations Specialists in their development and delivery of daily functions
• Assures compliance with Lexmark and Customerxe2x80x99s HR, procurement, legal, financial, ethics and government related policies, strategies and processes

Ideal candidate will have:

• Strong analytical/procedural background with a minimum of ten (10) or more years in a Customer Operations and/or Management Consultant position
• Experience with managing multi-disciplined teams that are geographically dispersed
• Experience with managing multiple direct reports who are responsible for managing Customer contracts
• Significant experience interacting with customers, including executives
• Experience applying business management, financial concepts & contracts knowledge to analyze Customer needs and deliver recommendations
• Experience with the delivery of operations with technology solutions
• Experience in developing/managing budgets and critical business KPIs
• Experience working in and navigating through a matrix organization to obtain information or desired results

Education, Experience and Certifications Basic Requirements:

• BA/BS/BBA degree in Business or equivalent experience
• MBA w/ concentration in finance, administration or operations a plus Global Management Degree preferred
• PMP, CMM certification preferred
• ITIL / ITSM experience certification preferred
• Six Sigma, Lean, TQM or other business process improvement methodology preferred.