Customer Operations Manager

Description -

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
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement