MPS (Managed Printing Service) 의 선두주자인 렉스마크 (www.lexmark)에서 Customer Operations Manager (차장급, 첨부JD참조)을 찾고 있습니다.

30대중후반, 남녀 불문하고, 영어인터뷰 가능하고, IT 출신의 Operation경력자
이력에는 Project Management를 해 본 경험있어야함. (PMO경력/PMP자격보유 우대)

JOB SUMMARY:
Responsible for the delivery of print services to Customer (‘s) satisfaction. Duties include working within a Customer Focus Team (CFT) to define proposed services requirements, creation of Statement of Work, implementation of services, managing on-going steady state, issue resolution and continuously improving the delivery of services.

KEY METRICS:
• Revenue versus Planned Revenue
• Actual Cost versus Planned Cost
• Customer Satisfaction
• Service Level Attainment
• Solutions Penetration

KEY DELIVERABLES:
• Solution Summary
• Statement of Work (SOW)
• Project Plan
• Key Process Flows (MADC, Order Mgmt, etc.) for each account
• Training Plan for each On-Site Associate
• Procedures Manual for each On-Site Associate
• Monthly Customer Scorecard
• Quarterly Business Reviews

ROLES AND RESPONSIBILITIES:
• Responsible for management and execution of an Account Statement of Work. Customer Print Environments vary from hundreds to thousands of installed devices with typical revenues of <$8M
• Develops a partnership relationship with Customer
• Promotes teamwork to achieve group goals. Manages a diverse, cross-functional team comprised of Lexmark employees and external partners. Responsible to ensure team remains focused on delivering an exceptional customer experience
• Participates within CFT to develop proposals and RFP responses and develops Statements of Work that clearly define services and Customer Service Level Agreements (SLA’s)
• Fiduciary responsibility for all proposals and ongoing operations including cost management, accounts receivable and gross margin
• Responsible for the successful services delivery in such a manner that Lexmark experiences 100% customer retention
• Supports delivery team ensuring timely & cost effective delivery of Service Level requirements
• Identifies and recommends optimization solutions while managing and coordinating within scope and resource limitations
• Demonstrates discipline in following standard practices and develops or enhances practices as needed by the Customer or Lexmark.
• Maintains state-of-the-art procedures in all aspects of the operations
• Maintain sufficient dialogue with Customer key contacts to understand priority business initiatives. Ensure the right analysis occurs to proactively provide expert recommendations that align with those priority initiatives
• Identifies emerging or new business opportunities within the existing contract scope and collaborates with Customer on development. Also, seeks opportunities to collaborate with Customer on developing new business opportunities outside existing contract scope
• Demonstrates Subject Matter expertise in identifying and providing recommendations for process and productivity improvements and cost reductions for both the Customer and Lexmark
• Develops various management plans for implementation of product/services for Customer
• Demonstrates continuous improvement aimed toward achieving operational excellence in Customer Operations across all areas and functions
• Promotes the value of the Customer / Lexmark relationship within the Customer, Lexmark and all third party organizations
• Acts as primary contact and point person for general information and issue resolution, as it relates to a specific Customer site
• A recognized strong team player known for consistent delivery of quality services
• Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes

EXPERIENCE AND BACKGROUND:

WORK HISTORY:
• Experience with managing direct reports or multi-disciplined teams
• Significant experience interacting with customers, including executives
• Experience with the delivery of operations through the use of technology solutions
• Strong analytical/procedural background with a minimum of five (5) years Customer Operations experience
• Experience applying business management, financial concepts & contracts knowledge to analyze Customer needs and deliver recommendations

TECHNICAL COMPETENCE:
• Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups
• Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required
• Basic knowledge of software driver implementation, IP protocol schema and basic network protocols
• Demonstrated ability to apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions
• Experience in documenting current and future state business/operations processes
• Well-developed management skills—principles and people
• Strong project management skills; prefer working knowledge of Microsoft Project

PERSONAL CHARACTERISTICS:
• Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities—flexible
• Comfortable performing multifaceted projects in conjunction with normal activities
• Strong leadership skills, ability to direct and motivate employees
• High levels of natural and intentional organization capabilities
• Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises. Able to develop and adapt business processes after evaluating multiple solutions
• Demonstrated ability to effectively communicate complex ideas in effective, concise fashion in both verbal and written format
• “Hands on” management style—drives team involvement; ability to build and manage a cross tower, cross business function team for effective and efficient customer support

EDUCATION:
• BA/BS/BBA degree in Business or equivalent experience
• MBA in finance, administration or operations a plus
• PMP, CMM certification preferred
• ITIL / ITSM knowledge
• Six Sigma, Lean, TQM or other business process improvement methodology preferred

문의는 kimjung8@roiconsulting.co.kr