SaaS Operations Director for Customer Experience

hace 1 semana

Ciudad de México, Ciudad de México Zebra A tiempo completo
Job Description

About Zebra: At Zebra, we're shaping the future of work on the front line by developing innovative technologies and creating new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence. We're a community of changemakers who deliver a performance edge to businesses.

Overview: Our Order Experience (OEX) organization is responsible for customer care related to the quote-to-order process, including people, process, tools, and customer satisfaction. The team accurately enters purchase order and/or Service Contract information from the sales team or directly from customers into our system.

Responsibilities:

  1. Lead the streamlining and optimization of Software and aaS (as a service) order and invoice processes to ensure accurate and efficient booking, fulfillment, and billing to customers.
  2. Oversee a moderately sized team executing order entry/administrative work, selecting, training, coaching, and managing their performance and development.
  3. Determine business priorities and strategic objectives for the region, aligning individual performance goals to support achievement.
  4. Manage 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.
  5. Drive execution against service level agreements and report results to management as required.
  6. Act as the primary point of contact for internal and external audits on product and/or service contract order administration, owning the team's compliance against internal process/policy as well as external regulations.
  7. 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.
  8. Lead or participate in process/service improvement through identification of opportunity areas, engagement of the team, and leveraging external best practices, driving adoption of new/updated technologies, work methods, or tools in assigned territory.
  9. Take proactive action to stay informed about Zebra's business and customers' needs, educating the team to provide context and meaning to work.
  10. Act as an escalation point to resolve complex issues or address difficult customer situations.

Qualifications: To excel in this role, you'll need:

  • Bachelor's Degree or equivalent vocational qualification/experience.
  • 8-12 years of relevant work experience.
  • 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 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.

About Salary: Based on industry standards and the specific requirements of this role, the estimated salary range for this position is $120,000 - $180,000 per year, depending on qualifications and experience.

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