Customer Operations Manager

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.From engineering and product to digital services and customer experience, you'll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.JOB SUMMARY:Responsible for managing and leading individuals or teams to manage a hardware and services engagement that meets Customer's expectations.  Coordinates the efforts of all services operations across multiple accounts.  Ensure multiple direct reports deliver services that equal or exceed contracted Customer service levels while meeting revenue and profit targets.ROLES AND RESPONSIBILITIES:Responsible for managing a team of Customer Operations Managers (COMs) and/or Customer Operations Specialists (COSs) who manage the execution of MPS Statements of Work for multiple small accountsEnsure direct reports to execute and deliver Lexmark responsibilities against signed Statements of Work, which can be highly complex and require a focus on steady state operational elements, profitability and growth.  Ensure all elements of the contract are delivered within the budget while meeting customer satisfaction expectationsResponsible for ensuring effective management of thousands of installed devices with revenues typically >$50MResponsible for the Customer Satisfaction of the client for the provision of hardware, supplies and servicesCoordinates and holds regular communication with the internal team regarding the status of the account. Tracks team progress and conduct status meetings internallyAs required, responsible for implementation of Lexmark services against a defined project schedule and budget and monitor the implementation process and manage scope changes as they occurHolds team accountable to their roles and responsibilities required to support contracted service delivery to the CustomerMay lead or manage a CFT that includes various organizations within Lexmark, such as but not limited to Supply Chain, Sales, Product Engineering, Customer Support Services, Lexmark Professional Services and Operations.  May be required to lead international teams and/or manage projects with an international scopeResponsible for maximizing team results and advancing the interest of the company.  Ensure team remains motivated, rewarded and focused on delivering an exceptional customer experienceFiduciary responsibility for ongoing operations including cost management, accounts receivable and gross margin; develop, implement and monitor expense control for assigned business regionResponsible for managing the successful services delivery in such a manner that Lexmark experiences 100% customer retentionDemonstrates discipline in following standard practices and develops or enhances practices as needed by the Customer or LexmarkProvides recommendations for business process and productivity improvements and cost reductions for LexmarkDemonstrates continuous improvement aimed toward achieving operational excellence in Customer Operations across all areas and functionsPromotes the value of the Customer / Lexmark relationship within the Customer, Lexmark and all third-party organizationsCoaches and mentors Customer Operations Specialists in their development and delivery of daily functionsAssures compliance with Lexmark and Customer's HR, procurement, legal, financial, ethics and government-related policies, strategies and processesEXPERIENCE AND BACKGROUND:Ideal Candidate will have:Strong analytical/procedural background with a minimum of ten (10) or more years in a Customer Operations and/or Management Consultant positionExperience with managing multi-disciplined teams that are geographically dispersedExperience with managing multiple direct reports who are responsible for managing Customer contractsSignificant experience interacting with customers, including executivesExperience applying business management, financial concepts & contracts knowledge to analyze Customer needs and deliver recommendationsExperience with the delivery of operations using technology solutionsExperience in developing/managing budgets and critical business KPIsExperience working in and navigating through a matrix organization to obtain information or desired resultsTECHNICAL COMPETENCE:Demonstrated effective communication skills, able to present and demonstrate complex procedures and proposals to multi-functional, diverse groupsDemonstrated ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written formatProficiency in MS Office Suite applications including word processing, spreadsheet, and presentation software.  MS Visio preferred; working knowledge and MS office suite basic skills are requiredDemonstrated ability to apply a systematic approach to problem solving; able to identify and thoroughly analyze and provide solutions to the problemWell-developed management skills—principles and peopleStrong project management skills; preferable working knowledge of Microsoft Project.  Demonstrated ability to create detailed plans and execute facilitation of plansEDUCATION:BA/BS/BBA degree in Business or equivalent experienceMBA w/ concentration in finance, administration or operations a plus; Global Management Degree preferredPMP, CMM certification preferredITIL / ITSM experience; certification preferredSix Sigma, Lean, TQM or other business process improvement methodology preferred