Customer Support - Supply Chain Engagement Lead

Customer Support - Supply Chain Engagement Lead
Description -
The Customer Support organization is seeking a result-oriented process manager who will be able to define, implement and lead the Process Of Management (PoM) between the Customer Support (CS) organization, the Managed Services (MS) organization and the Services Supply Chain (SSC) organization.
In this role, you will report directly to the CS PMO and business planning director and will be responsible for building and maintaining relationships with SSC organization, ensuring customer satisfaction, operational excellence and financial objectives achievement. Your duties will include managing engagement strategy, tracking metrics, monitoring the budget, and providing regular reporting on performance update to senior executives.
Job specifics/responsibilities:

• Define and align the two organizations on clear roles and responsibilities (RACI) across operations and financials
• Define and implement the process of management that will govern the relationship between the two organizations
• Define content and calendar of executive management reviews and drive their implementation.
• Run the PoM execution and ensure follow-up on open actions
• Lead and coordinate large, cross- functional virtual team to ensure on-time deliverables
• Define and Drive recurring process improvement
• Build effective stakeholder relationships and commitment to ensure shared vision and execution to goals.

Key deliverables/accountabilities:

• PoM definition and implementation
• PoM execution
• Executive reviews management

Working relationships:
Internal:

• CSSD Support category organization
• CSSD Field and channel organization
• CSSD Finance organization

External:

• Services Supply Chain organization
• MS Support category organization

Experience:

• 10+ years in complex program/project or process management role.
• CSSD, SSC and Financial background

Qualifications:

• Advanced team and process management skills (may includes program/project structuring and managing multiple work streams independently)
• Proven track record of leading complex, cross functional processes or projects
• Proven ability to articulate complex matters into easy to clarify actions and next steps
• Seasoned communicator (oral and written). Proven ability to influence without authority. Skillfully collaborates globally and cross-culturally
• Solid experience in in presenting and delivering key messages to senior management and teams

Technical skills (procedures and documents the employee has to be acquainted with):

• Process or PM related skills/methods (PMP, L6s would be a good to have)
• Advanced communication and presentation skills

Education (degree) required:

• Master's Degree or equivalent

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
Job -
Services
Schedule -
Full time
Shift -
No shift premium (United States of America)
Travel -
Relocation -
Equal Opportunity Employer (EEO) -
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