Customer Operations Manager

hace 1 semana

Tlaquepaque, México Hewlett Packard A tiempo completo

**Job Summary**

**Description**

Lead the US Order Management Team delivering superior customer experience; achieving business requirements; partnering with customers and internal HP Supply chain teams
- Accountable for order execution and backlog management; orders processed effectively and efficiently; ship and deliver per business and partner expectations.
- Ensure orders are executed to meet service level agreement and supply chain requirements to deliver exceptional customer experience.
- 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 KPI’s and metric requirements (i.e.: OTD, SNI, backlog, TCE)
- Manages a team of individual contributors by monitoring and/or setting performance goals and objectives. Works closely team to set priorities; motivates, coaches, and fosters creativity within teams.
- Continuous collaboration with E2E supply chain teams, US Category, Sales, Sales Ops, and 3PL’s
- Sets strategies within area of responsibility and identifies process improvement areas
- Consults with business leaders to guide and influence strategic decision-making.
- Collaborates with multiple stakeholders to maintain successful operations, addressing any roadblocks or challenges.
- Requires strategic thinking with the ability to transform processes, tools and people, supporting a digitally enabled team and developing supply chain skills
- Drive continuous improvement and e2e process management.
- Participates in hiring, setting and monitoring of annual performance plans, coaching, and career development; ensures that the proper tools are in place to support the team and the processes.
- Ensure audit and regulatory compliance.

**_ Education and Experience Required: _**
- First level university degree or equivalent experience; advanced university degree preferred
- 5+ years of experience in a supply chain function, Order Fulfilment and Customer Facing
- 2-4 years of people management experience

**_ Knowledge and 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 issue 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

Continuous Improvement Process
**Impact & Scope**
- Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

**Complexity**
- Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

**Disclaimer

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