Customer Operations Supply Chain Program Manager

Serve as the primary interface with the Indirect Channel Partner (Customer) addressing HP Supply Chain operational performance. Lead cross functional teams to address, solve and manage improvement plans to achieve operational excellence.

**Key Responsibilities**:

- Channel partner advocate within Supply Chain Operations.
- Drive performance improvements and minimize vendor compliance deductions to enable positive channel partner experience.
- Proactively facilitate and drive cross-functional (Order Management, Logistics, Sales, 3PL’s, Category) engagement to resolve operational issues
- Analyze metrics and trends and engage with channel partners to optimize supply chain performance. (i.e.: OTD, Fill Rate, ASN accuracy, and other account-specific metrics)
- Participate in HP supply chain network initiatives/programs representing the Channel Partner needs.
- Lead channel specific supply chain initiative to champion, influence and implement while balancing service vs cost
- Communicate and publish updates to executive management on key channel partner programs.
- Lead operational reviews with the channel partner and extended teams
- Partner with channel partner and HP organizations to facilitate attainment of monthly and quarterly revenue objectives.

**Experience**:

- Experience working with Channel Partners, Sales, Category, Logistics and 3rd Party service providers
- Customers type Consumer/Commercial driving US Operational Experience
- Broad Supply Chain and Logistics experience (Manufacturing to customer delivery and reverse logistics)
- Understanding of HP Supply Chain Systems and HP/Partner Interfaces ( OIS, ERP, EDI, OSS)

**Skills**:

- Strong business acumen of Consumer and Commercial Indirect Business
- Proven leadership skills to influence, make independent judgments, drive cross functional teams and actions
- Strong presentation and communication skills; Ability to translate data into information; ability to adapt information sharing with various levels of management
- Ability to make decisions with limited information and translate it into proper level of communication
- Mastery in problem-solving and analytics
- Demonstrated teamwork and collaboration skills
- Ability to work with virtual teams
- Advanced MS Excel and Powerpoint skills; Experience with data analytics tools (Power BI,)
- Advanced analytical skills to use Digital Supply Chain tools to identify process opportunities and drive actions
- Mastery in English and comprehension

**Qualifications**
- First level university degree or equivalent experience; advanced university degree preferred.
- Typically 6-10 years of experience in a supply chain function.
- Channel Partner experience
- Managing SC Ops performance for Order to Cash, specifically Perfect Order Index (POI)
- Accountable for in-depth analysis to identify issues and drive corrections actions to achieve the Partner Facing Delivery performance, Perfect Order Delivery and Invoice metric goals for Consumer Channel US Printing and Computing
- Responsible to communicate and publish multiple delivery performance metrics by providing performance summary, root cause analysis and corrective action.
- Partner and facilitate actions with entire E2E supply chain functions (Order management, Planning, DC Ops, Transportation, Account Management, 3rd party LSP’s) to address performance gaps and data accuracy that adversely impact delivery performance.
- Partner with 3PL’s (XPO, Ryder, Damco) to address operational delivery performance and reporting, Retail partner emphasis.
- Leader for Retail Perfect Order Invoice operational improvement and reporting
- Lead the cross functional weekly governance process to perfect delivery performance.
- Lead adhoc Operational initiatives for Consumer Retail Partner emphasis