Customer Operations Director

hace 1 día

Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo

Job Summary

Description

As a key member of the Hewlett Packard team, the Customer Operations Manager will lead the US Order Management Team in delivering exceptional customer experiences, achieving business requirements, and partnering with internal HP Supply chain teams. This role is accountable for order execution and backlog management, ensuring orders are processed effectively and efficiently, and shipped and delivered according to business and partner expectations.

Key Responsibilities

  • Ensure orders are executed to meet service level agreements and supply chain requirements to deliver exceptional customer experiences.
  • Effectively manage all orders in backlog to enable market share and quarter-end business requirements.
  • Ensure operational excellence to help enable HP revenue goals and drive actions to meet operational and TCE metrics.
  • Manage and drive actions to deliver KPIs and metric requirements (i.e., OTD, SNI, backlog, TCE).
  • Manage a team of individual contributors by monitoring and/or setting performance goals and objectives, working closely with the team to set priorities, motivate, coach, and foster creativity.
  • Collaborate with E2E supply chain teams, US Category, Sales, Sales Ops, and 3PLs to maintain successful operations and address any roadblocks or challenges.
  • Set strategies within the area of responsibility and identify process improvement areas.
  • Consult with business leaders to guide and influence strategic decision-making.
  • Participate in hiring, setting, and monitoring of annual performance plans, coaching, and career development, ensuring that the proper tools are in place to support the team and processes.
  • Ensure audit and regulatory compliance.

Requirements

  • First-level university degree or equivalent experience; advanced university degree preferred.
  • 5+ years of experience in a supply chain function, Order Fulfillment, and Customer Facing.
  • 2-4 years of people management experience.

Desired Skills

  • Excellent understanding of North America E2E supply chain and customer operations business and strategy.
  • Excellent analytical thinking, analysis, data modeling, and problem-solving skills.
  • Advanced leadership skills, including coaching, team building, conflict resolution, and management.
  • Excellent verbal and written executive communication, presentation, and influencing skills.
  • Superior business acumen, technical knowledge of multiple business units, and extensive supply chain knowledge.
  • Good facilitation and influencing skills and experience.
  • Strategic thinking, ability to address business issues and solutions.
  • Advanced multi-tasking and prioritization skills.
  • Advanced communication skills catered to a wide variety of audiences (e.g., written, verbal, presentation); mastery in English and local language.
  • Customer Centricity.

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