Customer Operations Manager - San Francisco, CA

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.

ROLES AND RESPONSIBILITIES:
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 $15M
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
As required, responsible to lead international teams and manage projects with an international scope
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 problems
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; develop, implement and monitor expense control
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
Identifies and provides recommendations for process and productivity improvements and cost reductions for both the Customer and Lexmark
Assures compliance with Lexmark and Customer s HR, procurement, legal, financial, ethics and government related policies, strategies and processes

DESIRED EXPERIENCE AND BACKGROUND:

WORK HISTORY:
Experience with managing multi-disciplined teams that are geographically dispersed
Experience with managing direct reports who are responsible for managing others
Significant experience interacting with customers, including executives
Experience applying business management, financial concepts & contracts knowledge to analyze Customer needs and deliver recommendations
Experience with the delivery of operations through the use of technology solutions
Strong analytical/procedural background with a minimum of fifteen (15) years Customer Operations experience

TECHNICAL COMPETENCE:
Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups
Demonstrated ability to influence & negotiate
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

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