Operations Service Manager

2 weeks ago

Cebu City, Central Visayas, Philippines beBeeoperations Full time ₱3,500,000 - ₱6,500,000
Job Title: Customer Operations Specialist

This is a customer-facing role that handles and executes contracted managed services as defined by client statements of work. The customer operations specialist works with customer contacts, third-party partners, and Lexmark resources to execute defined services.

The ideal candidate will have experience with direct interaction with business customers, including managers and directors. They should have 4+ years of experience in an operations or services delivery role, accountable for customer satisfaction and service level attainment.

Key Responsibilities:

  • Managing and executing steady-state services as defined in a Managed Services Statement of Work.
  • Implementing services and managing the delivery of day-to-day operations of Post-Implementation MPS Express Services.
  • Managing all aspects of day-to-day operations, including install base accuracy, hardware order management, device change management, issue resolution, consumable forecasts, toner reconciliation analysis, consumables management, and normal business-as-usual activities.
  • Maintaining necessary client communication via email, phone, or video conference.

Main Performance Metrics:

  • Customer Satisfaction
  • Client Renewal Rate
  • Service Level Attainment
  • Project/Task Complete to Plan / On-Time
  • Project/Task Execution Accuracy
  • Customer Touch Points

Prior work experience in similar roles, such as Order Management Specialist, is also preferred.

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