Manager, Customer Experience

The Customer Experience is responsible for leading and optimizing core operational functions to ensure service excellence, process efficiency, cost control, and profitable business execution. This role provides leadership across service delivery, customer support, supply chain, distribution, and operational readiness, ensuring alignment with business objectives, service commitments, and organizational standards.

This position oversees operational performance across Customer Service Delivery and Support Center functions, Supply Chain and Distribution activities, and portfolio readiness within the country. The Customer Experience Manager ensures the effective execution of operational strategies, continuous improvement initiatives, and service performance standards that support customer satisfaction and business profitability.

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JOB DUTIES AND RESPONSIBILITIES

• Key responsibilities include:

- Oversee Customer Service Delivery operations, including OP, RGC, and OS activities, ensuring compliance with service level agreements and contract profitability.

- Direct Supply Chain and Distribution operations to maintain service continuity, optimize inventory levels, and improve operational efficiency.

- Ensure portfolio readiness within the country, including operational preparedness for product and service deployment.

• Lead and communicate the strategic direction of the operations function, ensuring alignment with company objectives and performance expectations.
• Drive operational improvements that resolve recurring service issues, strengthen execution capabilities, and support sustainable business performance.
• Provide operational insight to support executive decision-making, with a focus on productivity, service quality, cost optimization, and profitability.
• Analyze operational data from multiple sources to identify trends, performance gaps, and improvement opportunities across the end-to-end service and supply chain operation.
• Lead, coach, and develop the operations team while promoting accountability, collaboration, and high-performance standards.
• Partner with cross-functional leaders to understand business requirements and implement operational solutions that improve service delivery and business results.
• Collaborate with commercial and field leadership to identify operational improvement opportunities and support implementation of corrective and preventive actions.
• Oversee and prioritize investments in operational processes, tools, and enabling technologies that enhance efficiency and service performance.
• Ensure operational programs and initiatives are delivered on time, within budget, and in accordance with established business objectives.

Qualifications (Education, Experience and Certifications)

• Requires 4-year college degree
• Requires 10+ years of progressive experience in operations management, service delivery, supply chain, or related business support functions, including responsibility for planning, staffing, and profit and loss management.
• Experience successfully managing key corporate initiatives

            KNOWLEDGE, Skills And Abilities

• Strong leadership and people management capabilities.
• Demonstrated ability to manage operational performance through data analysis and performance metrics.
• Solid understanding of service delivery, supply chain, and continuous improvement methodologies.
• Effective communication, collaboration, and problem-solving skills.
• Financial acumen with the ability to balance customer requirements and business profitability.

Working Conditions, MENTAL AND PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of   temperature and noise level. 
• Work assignments are diversified.  Interpret, comprehend and apply complex material, data and instruction – prepare, provide and convey diversified information.
• Minimal physical effort required.  Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically with less than 10 lbs.  (e.g., papers, books, files and small parts, etc.).  Moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.
• Regular overnight travel is required.

FUNCTIONAL/TECHNICAL Competencies

• Leadership and team development
• Operational planning and execution
• Service quality and continuous improvement orientation
• Cross-functional communication and stakeholder management
• Analytical, commercial, and financial acumen

• Initiative and results orientation
• Problem-solving and decision-making capability