SaaS Manager for Order Experience Optimization

hace 4 semanas

Ciudad de México, Ciudad de México Zebra A tiempo completo

At Zebra, we are committed to shaping the future of work by redefining how businesses operate and contributing to societal progress.

We are a community of innovators and leaders who collaborate to deliver a competitive edge to the front line of business. Our team develops new technologies and creates solutions with partners to enhance visibility, connectivity, and intelligence in organizations, ultimately leading to better experiences for workers and those they serve.

As a part of Zebra, you will be valued, respected, and empowered to define your career path. You will have opportunities to learn, lead, and contribute to causes that matter to both you and our community, both locally and globally. Together, we continue to explore the boundaries of what is possible for our people, customers, and the world.

The Order Experience (OEX) organization is responsible for managing all aspects of customer care related to the quote-to-order process, encompassing people, processes, tools, and customer satisfaction. This involves accurate entry of purchase order and/or Service Contract information from the sales team or directly from Zebra's customers into Zebra's system. The team serves as subject matter experts on matters related to product and/or service contract orders, responding to inquiries from management, Zebra's sales teams, and customers. In this role, you will oversee the streamlining and optimization of Software and SaaS order and invoice processes to ensure accurate and efficient booking, fulfillment, and billing to our customers.

Key Responsibilities:

  • Lead a moderately sized team of individuals executing order entry/administrative work – often through subordinate supervisors. Select, train, coach, and manage the performance and development of the team.
  • Determine business priorities and strategic objectives for the region. Align individual performance goals to support achievement.
  • Manage the day-to-day optimization of complex non-standard deals and serve as the primary point of contact for sales, legal, product management, and finance in these transactions.
  • Drive execution against service level agreements and report results to management as required.
  • Act as the primary point of contact for internal and external audits on product and/or service contract order administration. Own the team's compliance against internal processes/policies as well as external regulations.
  • May run routine meetings with key customers or internal stakeholders using web-based meeting technologies and facilitation skills to effectively manage the meeting to successful outcomes.
  • Lead or participate in process/service improvement through identification of opportunity areas, engagement of the team, and leveraging external best practices. Responsible for driving adoption of new/updated technologies, work methods, or tools in assigned territory.
  • Take proactive action to stay informed about Zebra's business and the customers' needs. Educate the team to provide context and meaning to work.
  • Act as an escalation point to the team in resolving complex issues or addressing difficult customer situations.
  • May participate as a presenter in routine business updates or with the customer representing service contracts team and acting as SME.

Requirements:

  • Minimum Education: Bachelor's Degree or equivalent vocational qualification/experience.
  • Minimum Work Experience: 8-12 years.
  • Key Skills and Competencies: Expert knowledge of order entry policies and processes, including treatment of novel/unorthodox issues. Experience with SW and SaaS quote to cash processes. Strong technology acumen. Solid execution skills and demonstrated track record of accountability. Strong process adherence and ability to enhance or identify gaps in process. Team player with ability to work independently, proactively respond to inquiries, and deliver results. Fluent level of English (written and verbal) as well as local language as applicable. Strong proficiency with Microsoft Office applications. Customer service values/orientation. Strong leadership skills coupled with a desire and ability for continuous learning/self-development. Ability to coach/mentor. Role model level professional work behaviors (attendance, teamwork, time management). Advanced communication, facilitation, and presentation skills.

Estimated Salary Range: $80,000 - $110,000 per annum, depending on experience and qualifications. This estimate is based on industry standards and comparable positions within the United States. Note that actual compensation may vary based on individual circumstances.

Benefits: Comprehensive health insurance, retirement savings plan, paid time off, and opportunities for professional growth and development. We strive to maintain a diverse and inclusive workplace environment. If you are passionate about delivering exceptional customer experiences and eager to join a dynamic team, please submit your application.

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