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Vice President Global Customer Operations

📁
Operations/Manufacturing/Customer & Technical Service
📅
180000M7 Requisition #
Position Overview: 

We are seeking a Vice President (VP) of Customer Operations who has a passion for optimizing complex business processes and improving the customer experience. The VP will have global responsibilities for Customer Operations teams in the United Kingdom, Denmark, Canada, United States, Japan and Singapore responsible for managing hardware and software orders. The ideal candidate has experience implementing technology solutions and best practices in a global Customer Service and Operations Organization, operates with a sense of urgency, and is an effective leader and influencer in a complex, matrixed organization. This position requires in depth knowledge and demonstrated management skills for global eCommerce, CRM, PLM, and other business system platforms.    

 
Responsibilities:
 
Customer Operations Management

Key Actions/Activities

  • Lead the coordination, strategic planning, implementation, maintenance, and deployment of enterprise applications, such as eCommerce, CRM, PLM, and other enterprise business solutions required to support corporate objectives and software sales & support.
  • Execute on business and technical transformation programs in order to bring efficiencies to the business and ensure high quality, cost effective, streamlined process and technologies.
  • Ensure optimization of Customer Support capabilities and internal processes and systems via development of organizational policies and innovative concepts to accelerate the actualization of delivering results and driving industry best practices.
  • Drive continuous improvement activities across eCommerce, CRM, PLM platforms (cost, quality, critical incident management, communications).
  • Steer and scale a world-class support organization providing an outstanding customer experience and operational excellence from order receipt through shipping and invoicing for responsible regions.
  • Establish industry best-in-class customer experiences for all interactions across EDC.
  • Create and execute a strategic departmental roadmap; identify and deliver the team, process, technology and infrastructure to improve customer support and the customer experience.
  • Act as an architect for EDC’s Customer Operations structure and processes with a thorough understanding of system applications, products, and customer needs.
  • Partner with the team to continuously improve, ideate, simplify, build, and scale new approaches to raise the bar in terms of the value we are bringing to our customers.
 

Leadership & People Management                                                                                                   

Key Actions/Activities

  • Develop and implement global best practices across international and responsible regions in a complex organization.
  • Perform general management responsibilities such as hiring, performance management, performance reviews, individual development activities, etc.
  • Implement best practices while establishing and managing team metrics and deliverables.  Ensure that service-level objectives are consistently met or exceeded, with a focus on quality, accuracy, timeliness and effective communication. 
  • Act as escalation point for issues and provide leadership and guidance to team.
  • Provide work direction and leadership to organization through project management, regular staff meetings, and 1:1s.
  • Lead and contribute on cross-functional project teams, driving and implementing changes to improve business results, efficiency and ease of doing business, customer satisfaction, employee engagement, and cultural transformation.
  • Work closely with Sales, Purchasing, Logistics, IT, and Marketing to align global practices.
  • Research and respond to market trends.
  • Manage Customer Operations budget

Basic Qualifications
  • Bachelor’s degree
  • 7+ years of experience in a customer operations leadership role for technology or software industries.
  • 7+ years’ experience with design, operation, and management of complex, distributed systems (eCommerce, CRM, PLM) is required.
  • Proven experience implementing global enterprise systems, centralized /decentralized solutions, and global systems maintenance.
  • Experience implementing global technology solutions to streamline order management.
  • Demonstrated track record of building and scaling worldwide customer operations.
  • 10+ years of leadership experience
  • Ability to travel up to 30%, both within the US and internationally
  • Must be able to lawfully work within the US and have unrestricted work authorization for US
 
Preferred Qualifications:
  • Demonstrated ability to lead in a matrix organization with strong influencing and change management skills.
  • Results and metrics-driven, with a proven track record of building high-functioning, accountable teams that consistently deliver results within budget.
  • Highly organized with strong analytical and problem-solving skills
  • Highly motivated and skilled professional with the ability to assemble, lead, and motivate team.
  • Ability to successfully deliver multiple complex projects simultaneously, meeting time and quality goals.
  • Proven track record in understanding customer concerns and handling critical escalations with calm professionalism and respect.
  • Demonstrated ability in measuring and improving customer satisfaction
  • Superior coaching skills with a passion for people development
  • Background working with both hardware and software sales
  • Familiarity with Oracle EBS, specifically for order management
  • Proficiency with Salesforce.com or another CRM system
  • Experience with Oracle ERP
  • Multilingual skills a plus
 
About Entrust Datacard
 

Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.

Join us. Together we’ll create solutions for a more connected, mobile and secure life.

For more information, visit www.entrustdatacard.com. Follow us on Twitter, YouTube and LinkedIn.

 
 

Entrust Datacard Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

 

NO AGENCIES, NO RELOCATION

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