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Business Operations Specialist

hace 2 meses

Monterrey, Nuevo León, México Digital Manufacturing A tiempo completo
Job Description

Job Summary

This role will support commercial operations, including commercial learning infrastructure, order intake and processing, class scheduling and execution, partner management, and customer service for Digital Manufacturing Services. These duties are integral to our goals to improve customer satisfaction and business performance as we strive to be a best-in-class provider of technical product training for Digital Manufacturing solutions.

As a part of the team, you will need to develop and participate in process improvements that will be the enablers for our growth, regionally and globally. You will have direct customer and channel contact as an advisor on our training offerings, processes, and policies. Business execution and customer support are daily activities. You will also be responsible for collaborating with a team of business execution specialists to define, improve and execute our best practices for education services. Reporting and analysing performance metrics, such as training consumption, quality, revenues, and expenses, is an important ancillary duty.

Key Responsibilities
  • Coordination and execution: receiving orders; processing invoices; scheduling facilities and instructors based on need, location and availability; enrollment and roster management, sign-in sheet management; confirmations and cancellations; student material access and delivery; survey and feedback management; registrar & administration duties in support of global education execution & growth; partner coordination and vendor payments.
  • Design and improve automation/configuration/processes. Focus on contributing to team knowledge management and documentation. Support the growth of the education services business by assisting cross-functional teams in understanding the value of our offering to generate demand.
  • Conduct customer and partner communications via email, chat, telephone and scheduled meetings.
  • Work within Oracle Fusion, and our Education Services tools (Learning Management System, Content Management, reporting) to perform daily commercial duties.
  • Support a scalable and profitable global education partner program. This includes: execution of business transactions with our partners; managing certified instructor pools in targeted regional markets; onboarding and offboarding vendors and partners as necessary.
  • Deliver and measure regional compliance, sales, margin and productivity goals to ensure we exceed business expectations.
  • Report on key metrics; incorporate analysis into improvement cycles. Support operations and manage data and dataset integrity. Conduct data analytics projects to provide information and insights to stakeholders for decision-making on solution development. Implement data standards and deploy automation tools to extract, synthesize, and validate data from different sources and transform data into usable metrics.
  • May have some autonomy to make decisions within a defined framework. Resolves issues in situations that require good technical knowledge and judgment within established procedures. Consults more senior team members for issues outside of defined instructions/parameters.
  • A job at this level requires good interpersonal skills and may be required to lead a junior team. When supporting customers, develops strong relationships and serves as the interface between customer and Digital Manufacturing. Explains technical information to others.
Requirements
  • This role requires basic experience in the Services & Digital Education Services.
  • Bachelor's degree from an accredited university or college.
  • Able to legally work in Mexico. This position can work remotely within Mexico.
  • Effective written and oral communication skills in English and Spanish.
  • Customer Services, Partner Management and Business Process Management experience.
Desired Characteristics
  • Ability to document, plan, market, and execute programs.
  • Reporting and Analytic Skills.
  • Salesforce.
  • Tableau user experience.
  • LMS user experience.