Customer Operations Director North America

hace 1 semana

Ciudad Juarez, México BVI Medical A tiempo completo

**Job Requisition No**
- VN8007

**Work Location Name**
- Mexico - Juarez

**Worker Basis**
- Full Time

**Worker Type**
- Employee

**Applications Close Date**
- Mar 08, 2024

**Company**

BVI® is refocusing the future of vision.

As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes: Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium IOLs), and spans more than 90 countries.

We’ve set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept - taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.

**Purpose**
- The Customer Operations Director is responsible for leading the Customer Service and Sales Operations teams for North America. Responsibilities include developing and implementing BVI’s Customer Service Strategy to deliver exceptional services to BVI’s customers. The incumbent will motivate, monitor, manage and develop their leadership team to drive excellence in Customer Operations. They will help build and drive a culture of continuous improvement whilst delivering efficiencies through use of technology and simple, scalable processes. Maintain sustainable relationships of trust through open and interactive communication both internally & externally to ensure alignment of business objectives. Play a crucial role as an advocate for the customer and customer experience within BVI.
- **Key Responsibilities**
- Develop and deliver the Customer Operations strategy working alongside the Global Head of Customer Operations
- Manage, coach and train Customer Service Team Leads, Specialists & Associates.
- Drive continuous improvement ethos & actions to deliver exceptional customer service efficiently.
- Build and maintain effective relationships with other key internal stakeholders.
- Implement approaches with your leadership team to Measure and monitor team performance, ensuing relevant training modules are completed and quality work is delivered to expected timelines
- Coach and develop leadership team so that workload is prioritised, and organized ensuring deadlines are met and enquires are answered promptly.
- Prioritise on workload to deliver on agreed objectives, able to challenge where adjustments required
- Establish and drive analysis and timely production of reports, KPI’s and metrics
- Develop and support the one BVI culture by working to align and create consistent processes across the globe. Act as a change agent in this regard and lead your team accordingly
- Work collaboratively across functions and regions to drive a cohesive approach to customer experience across the organisation
- Be willing and able to support any country across Europe as and when required by carrying out daily activities and supporting customers
- Manages staff in accordance with organization’s policies and applicable regulations. Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems. Approves actions on human resources matters

Other duties, special projects as required
- **Qualification**
- Fluent professional English and 1 other European core languages would be desirable
- Experience of leading teams managing indirect markets
- Excellent communication & interpersonal skills
- Excellent problems solving skills with high energy and adaptability
- Leadership, coaching & motivational skills.
- Ability to balance multiple priorities
- Ability to be calm & consistent under pressure.
- Ability to establish and maintain effective working relationships with coworkers, managers and clients.
- Able to work within an environment of consensus and cultural sensitivity.
- Model BVI’s values in everyday interactions.
- Delegate and empower effectively
- Positive interaction with members of organisation
- Must have excellent PC/system skills and be computer literate with the ability to learn software programs e.g. Microsoft Office and other databases (ERP Systems)
- Understand, communicate and demonstrate BVI Vision & Core Values
- Minimum 5 years experience of leading a team in a senior capacity with multi region responsibility including export markets
- Bachelor's degree in business or related field and 5+ years relevant experience; or equivalent combination of educatio

  • Manager of Customer Success Management

    hace 7 días

    Ciudad Juarez, México North American Production Sharing de México S.A. de C.V. A tiempo completo

    **Responsibilities**: - Leading the Customer Success Management organization in Mexico - Customer facing, local representation of the Customer Organization North America in Mexico providing local leadership to the team (matrix set-up for test engineering and quality assurance) - Customer relationship management including full program responsibility with...

  • customer service specialist for north america

    hace 7 días

    Ciudad de México, Ciudad de México Flint Group A tiempo completo

    Rely On Us.CUSTOMER SERVICE SPECIALIST NORTH AMERICA.Customer Service includes resolving customer queries, recommending solutions, and guiding product users to features and functionality. To perform this role successfully, you will need to be an excellent communicator who is able to earn the trust of our clients.The Customer Care Specialist for North America...

  • Customer Service Supervisor

    hace 2 meses

    Ciudad Juarez, México International Paper A tiempo completo

    JOB DESCRIPTION HEADER International Paper (NYSE: IP) is a global leader in packaging and paper with manufacturing operations in North America, Europe, Latin America, Russia, Asia, and North Africa. Its businesses include industrial and consumer packaging and uncoated papers. Headquartered in Memphis, Tenn., the company employs approximately 52,000 people...

  • Director of Operations

    hace 2 meses

    Ciudad Juarez, México MACK TECHNOLOGIES MEXICO A tiempo completo

    **MACK TECHNOLOGIES MEXICO** **Solicita**: **Director of Operations - Mexico** **Descripción y Requisitos** Summary - The Director of Operations is responsible for identifying and implementing Operations, Materials, - Program Management, Engineering and Facilities resources and processes required to ensure that - our Customers’ product cost, quality...

  • Sr Program Manager

    hace 2 meses

    Ciudad Juarez, México North American Production Sharing, Inc. A tiempo completo

    We are looking for a Sr. Program Manager for an EMS. Leading the Customer Success Management organization in Mexico (Customer facing, local representation of the Customer Organization North America in Mexico providing local leadership to the team (matrix set-up for test engineering and quality assurance)Customer relationship management including full program...

  • Sr Program Manager

    hace 3 semanas

    Ciudad Juarez, México North American Production Sharing, Inc. A tiempo completo

    We are looking for a Sr. Program Manager for an EMS. Leading the Customer Success Management organization in Mexico (Customer facing, local representation of the Customer Organization North America in Mexico providing local leadership to the team (matrix set-up for test engineering and quality assurance)Customer relationship management including full program...

  • Director of Operations

    hace 4 semanas

    Ciudad Juarez, México Barbachano International, Inc. A tiempo completo

    **THE COMPANY** We have been retained by a growing privately owned company involved with the manufacturing and distribution of aluminum and fiberglass products (which hold top market global share), light duty construction equipment, protection equipment, and similar products to find their next Senior Director of Operations. This global leader has a global...

  • Fleet Operations Team Leader- North America

    hace 7 días

    Ciudad de México, Ciudad de México Indie campers A tiempo completo

    ABOUT USIndie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.With over one million nights rented through our travel platform, we have...

  • Sr. Program Manager

    hace 1 semana

    Ciudad Juarez, México North American Production Sharing de México S.A. de C.V. A tiempo completo

    **We are looking for a Sr. Program Manager** - Leading the Customer Success Management organization in Mexico - Customer facing, local representation of the Customer Organization North America in Mexico providing local leadership to the team (matrix set-up for test engineering and quality assurance) - Customer relationship management including full program...

  • Operations Assistant

    hace 2 semanas

    Ciudad de México America Steel Trade Corporation A tiempo completo

    **America Steel Trade Corporation** is an international trading company, AST specializes in sourcing, exporting/importing, and distributing steel and raw materials to the North, Central and South American Markets. - Who are we looking for:_ A motivated and self-driven individual who has significant communication skills, you will be responsible to assist in...

  • Operations Director

    hace 2 días

    Ciudad Juarez, México Flex A tiempo completo

    Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world. We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the...

  • Operations Director

    hace 7 días

    Ciudad de México Chemonics International A tiempo completo

    Chemonics seeks an Operations Director for the USAID Alliance for Root Causes and Opportunities (ARCO) project. The project aims to strengthen USAID’s strategic partnership with the Mexican Agency for International Development Cooperation (AMEXCID) by addressing the root causes that influence people from Central America to migrate to the United States...

  • North America System Sr. Analyst

    hace 2 semanas

    Ciudad de México Alcon A tiempo completo

    North America System Sr. Analyst - Mexico City (Hybrid)_ At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go...

  • Customer Operations Specialist

    hace 2 semanas

    Ciudad Juarez, México Integer A tiempo completo

    By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success. At Integer, our values are embedded in everything we do. Customer We focus on our customers’ success Innovation We create better solutions Collaboration We create success...

  • Operations Director

    hace 7 días

    Ciudad de México, Ciudad de México Chemonics International A tiempo completo

    Chemonics seeks an Operations Director for the USAID Alliance for Root Causes and Opportunities (ARCO) project. The project aims to strengthen USAID's strategic partnership with the Mexican Agency for International Development Cooperation (AMEXCID) by addressing the root causes that influence people from Central America to migrate to the United States...

  • Head of Cu Latam North

    hace 2 meses

    Ciudad de México Ericsson A tiempo completo

    **About this opportunity!** We are actively seeking a strategic leader to fill the position of Head of Customer Unit Latam North & Caribbean and Global Customer Unit América Móvil (AMX). We are in search of an individual who is enthusiastic about contributing to our ongoing journey, driving strong business momentum, and nurturing close partnerships with...

  • Head of Cu Latam North

    hace 1 día

    Ciudad de México Ericsson A tiempo completo

    **About this opportunity!** We are actively seeking a strategic leader to fill the position of Head of Customer Unit Latam North & Caribbean and Global Customer Unit América Móvil (AMX). We are in search of an individual who is enthusiastic about contributing to our ongoing journey, driving strong business momentum, and nurturing close partnerships with...

  • Customer Service Representative

    hace 7 días

    Ciudad Juarez, México Flex A tiempo completo

    Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world. We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the...

  • Customer Operations Manager

    hace 3 semanas

    Ciudad de México Percepta International A tiempo completo

    Customer Operations Manager MX-DF-Mexico DF **Description**: At Percepta, we bring first-class service across each market we support. As a **Customer **Operations Manager** in **Mexico City**, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. **What You'll Be...

  • Customer Operations Manager

    hace 2 meses

    Ciudad de México Percepta International A tiempo completo

    Customer Operations Manager MX-DF-Mexico DF **Description**: At Percepta, we bring first-class service across each market we support. As a **Customer **Operations Manager** in **Mexico City**, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. **What You'll Be...