Customer Operations Manager

Lexmark International, Inc. (NYSE: LXK) provides businesses of all sizes with a broad range of printing and imaging products, software, solutions and services that help customers to print less and save more. Perceptive Software, a stand-alone software business within Lexmark, is a leading provider of enterprise content management software that helps organizations easily manage the entire lifecycle of their documents and content, simplifying their business processes, and fueling greater operational efficiency. In 2010, Lexmark sold products in more than 170 countries and reported more than $4 billion in revenue.

Responsible for the delivery of print services to Customer(andlsquo;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.ROLES AND RESPONSIBILITIES:andbull; Responsible for management and execution of a MPS Statement of Work for multiple large accounts and/or multiple complex small accounts. Customer Print Environments vary from hundreds to thousands of installed devices with revenues typically andgt;$15M andbull; Manages a diverse, cross-functional team comprised of Lexmark employees and external partners. Responsible to maximize team results and advance the interest of the company. Ensure team remains motivated, rewarded and focused on delivering an exceptional customer experience andbull; As required, responsible to lead international teams and manage projects with an international scopeandbull; Responsible to build a high trust relationship with multiple levels within the Customer environment. Work in partnership with Customer, becoming a credible advisor on fleet and business optimization and sought as a key resource for resolution of unique or complex business problemsandbull; 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) andbull; Fiduciary responsibility for all proposals and ongoing operations including cost management, accounts receivable and gross margin; develop, implement and monitor expense controlandbull; 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 scopeandbull; Identifies and provides recommendations for process and productivity improvements and cost reductions for both the Customer and Lexmarkandbull; Assures compliance with Lexmark and Customer's HR, procurement, legal, financial, ethics and government related policies, strategies and processesDESIRED EXPERIENCE AND BACKGROUND:WORK HISTORY: andbull; Experience with managing multi-disciplined teams that are geographically dispersed andbull; Experience with managing direct reports who are responsible for managing others andbull; Significant experience interacting with customers, including executivesandbull; Experience applying business management, financial concepts and contracts knowledge to analyze Customer needs and deliver recommendations andbull; Experience with the delivery of operations through the use of technology solutionsandbull; Strong analytical/procedural background with a minimum of fifteen (15) years Customer Operations experienceTECHNICAL COMPETENCE: andbull; Strong teaching skills, ability to present and demonstrate complex procedures to diverse groupsandbull; Demonstrated ability to influence and negotiateandbull; 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 requiredandbull; Basic knowledge of software driver implementation, IP protocol schema and basic network protocolsEDUCATION:andbull; BA/BS/BBA degree in Business or equivalent experienceandbull; MBA in finance, administration or operations a plus andbull; PMP, CMM certification preferredandbull; ITIL / ITSM Certification andbull; Six Sigma, Lean, TQM or other business process improvement methodology preferred