SMS SPF Operation Account Manager - #7412672

Job description

As the Partner Operations Manager for Post-Sales Support Supply Chain, you will be at the forefront of ensuring a seamless support experience for our customers. In this role, you will work closely with a strategic third-party partner responsible for insourcing parts, fostering collaborative relationships, and optimizing supply chain operations to deliver outstanding support services. Additionally, you will play a crucial role in internal communication, providing data-driven updates and executive-level presentations to management on the performance of our support operations.

Job Responsibilities:

1) Strategic Partner Collaboration:

• Cultivate and manage relationships with our third-party partner, ensuring alignment with our service standards and efficient resource allocation.

• Collaborate on joint initiatives to streamline processes, enhancing overall efficiency and responsiveness.

2) Optimization of Support Processes:

• Lead initiatives to optimize processes within our support operations, reducing resolution times and upholding service standards.

• Implement quality assurance measures to ensure the highest level of service delivery.

3) Efficient Parts Surcing and Inventory Management Optimization:

• Work closely with our third-party partner to oversee logistics, inventory management, and service fulfillment, ensuring the timely availability of parts.

• Collaborate with internal teams and external partners to maintain a responsive and efficient supply chain for post-sales support.

4) Internal Communication and Reporting:

• Develop and implement a robust internal communication strategy to keep management informed about the performance of the operations.

• Utilize key performance indicators (KPIs) and data-driven insights to prepare regular executive-level reports and presentations.

5) Data-Driven Decision Making:

• Utilize key performance indicators (KPIs) and customer feedback to drive continuous improvement in post-sales support operations, leveraging insights for informed decision-making.

Key accountabilities:

• Timely Resolution of Customer Issues: Ensure timely and effective resolution of customer issues through efficient collaboration with the third-party partner and internal teams.

• Process Optimization: Implement process improvements that result in a measurable reduction in resolution times and enhanced overall efficiency.

• Collaborative Relationship Management: Foster and maintain strong relationships with the third-party partner, ensuring a collaborative and mutually beneficial partnership.

• Data-Driven Decision Support: Provide actionable insights and recommendations based on KPIs and customer feedback to drive continuous improvement.

• Internal Communication and Reporting: Develop and execute a comprehensive internal communication strategy, providing regular updates and executive-level presentations to management on the performance of post-sales support operations.

Qualification required:

• Materials/engineering/logistics/Business Administration degree or equivalent experience.

• Master in Supply Chain Operations will be valued.

• Typically, 4+ years of experience in a supply chain function (or related fields).

Other requirements:

• Good analytical skills.

• Attention to details.

• Capability to work with external partners.

• Experience in a multifunctional environment.

Personal skills and qualities

• Strong interpersonal and relationship-building skills to effectively collaborate with internal teams and third-party partners.

• Experience in managing and fostering positive relationships with external stakeholders.

• Excellent written and verbal communication skills, with the ability to convey complex information in a clear and concise manner.

• Leadership skills with the ability to lead cross-functional teams and drive collaborative efforts.

• Problem-solving skills with the ability to analyze situations, identify challenges, and propose effective solutions.

What we offer:

• Opportunity to work in an international organization with colleagues coming from all over the world.
• Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.
• An attractive benefits package:
  • Health & Life insurance
  • Lunch at reduced prices at our canteen/ ticket restaurant vouchers
  • HP product discount
• Work life balance / flexible working hours.
• Women, Pride, Young employees, Sustainability and DisAbility! Just a few of our fantastic global business networks you can get involved with locally.
• We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day.
• Do you like to give back to the community? Then join one of our many volunteering teams or be a part of the incredible HP charity day held on site annually.
• Love sports? Then take advantage of our sports center (indoor and outdoor) with 25+ regular coordinated activities.
• We have an onsite Doctor and medical team for our employees, including services such as: nutrition, physiotherapy, and general health.
• Printing Happy hour – from photographs to large posters. And Hands-on workshops to print with the latest technology – from wall covers to 3D printed models.
• Dedicated lactation room.
• Our Women Network organizes activities such as Networking, the promotion of STEM vocations, talks on, improving business acumen, work life balance and skills of the future, etc.