Customer Operations Manager (601066)

Company: Boyd Corporation
Location: Pleasanton
Posted on: May 12, 2022

Job Description:

With over 90 years of customer-focused performance, Boyd Corporation has evolved as a market leader in engineered rubber, plastic, metal, flexible environmental sealing & energy management solutions. Boyd is a unique supplier, valuing our people as our most important resource. With our best-in-class technical sales associates, sales support service teams & field application, quality, & manufacturing engineers, Boyd offers total global solutions to enhance the performance & manufacturability of your products. Our cost-effective, tight-tolerance, global manufacturing capabilities ensure superior total landed cost as well as reliability throughout the product life cycle.

Boyd Corporation is seeking a strategic, experienced leader for our Customer Operations and champion our global customer experience. This is an exciting, high visibility opportunity for a strong leader capable of critical thinking to solve problems in a dynamic environment, making informed decisions quickly, and developing KPI's and processes to build a high-performance organization whose principal focus is a "Best in Class" experience for our customers.

Participates in formulating and administering company policies and developing long-range goals and objectives

Review analysis of activities, costs, operations, and forecast data to determine department or division progress towards stated goals and objectives including customer revenue retention

Ensure our customer operations are continually focused on productivity enhancements through automation and innovations while maintaining consistent customer service expectations

Collaborate with sales and marketing team to maximize revenues and customer loyalty (NPS score)

Ensure compliance with regulatory requirements and customer requirements

Monitor business and process metrics to measure and manage customer service effectiveness

Review and approve the staffing structure and workload of each location taking into account the

needs of the customer base and company growth plans

Active involvement in and ownership to achieve a world class Customer Support Operation and improve service levels through consistent processes that drive efficiency and productivity

Develop, support, measure, report, and improve business processes that impact customer onboarding, order management, pricing governance, and other key customer success metrics

To be successful in this role, the individual will need to:
Participation in cross-functional projects including customer, part, or site transition activities on a global scale

Works autonomously to proactively manage projects to improve current processes, including documenting processes and procedures.

Design and create new processes. Incorporate new leading practices to implement effective change

Create frameworks to better understand and monitor key business activities. Contribute solutions to improve monitoring.

Partner with key stakeholders across the organization to gather ideas on improvement opportunities.

Improve process excellence through proactive identification and execution of initiatives that create efficiency, remove obstacles, or create improved processes and approaches to the business. This includes identifying ways in which tools can be enhanced and deployed to improve workflows.

Build cross-functional, global relationships and be able to establish resources to help solve problems on behalf of the business.

Keywords: Boyd Corporation, Pleasanton , Customer Operations Manager (601066), Executive , Pleasanton, California