EMEA Customer Operations Manager

EMEA Customer Operations ManagerDescription -Within HP, Industrial Print is a ~2B$ business with the ambition and the opportunity to grow and scale significantly thanks to our great HW, Supplies and Services portfolio (Indigo and PWP). To make this happen, best in class processes and tools are a must!Within the Industrial Go to Market organization, the Operation Customer Experience manager drives a team of professional that leads the Supplies and Spare Parts order management our customers. The team is responsible to create of best-in class processes and tools to create flawless customer experience and drive transformation projects to meet business goals of scaling the Industrial Org, working in strong partnership with IT teams and the Business.Responsibilities:Manages a distinct team of exempt individual contributors that support a complex business segment: attract, retain and develop a team of high performers in the different areas, including project/program management and skills in various areas.Responsible for setting and monitoring annual performance plans, coaching, and career development; ensures that the proper tools are in place to support the team and the processes.Meets with business leaders to understand and discuss trajectory of the business.Networks with other groups to share knowledge and drive own team's interests.Develops action plans to address roadblocks or issues affecting team.Delivering all day-to-day activities to support Industrial customers and HP Industrial business in a constant changing environment. Ensure flawless customer experience via tight KPIs management of all customer operation processes.Keep developing and enhancing current processes and governance to control the KPIs among wide internal and external eco-system such as- Provide a vision for the roadmap of processes and systems required by the business, in alignment with its goals. Collect business requirements and advice stakeholders on best processes and tools solutions to satisfy their needs.- Drive data driven organization that enhances reports and dashboard to highlight gaps and accelerate solutions within wide industrial eco-system such as invoices accuracy, orders mistakes, TAT of each order and level of escalation.- Trough his/her team, develop processes and governance to be incorporated into to the current infrastructure, securing consistency with IT roadmap and avoiding effort duplication.- Drive Management of Change across the organization to secure adoption of the various solutions deployed.- Align with management on strategy, meet cost targets and provide regular management updates.Knowledge and Skills:Bachelor's or master’s degree in Process Engineering, business administration or equivalent.Hands on knowledge of process management and/or operations management.5+ years of experience in a business related function, preferably customer success, order management, sales operation and/or finance with advantage to people management experience.Agile development methodology towards processes, governance, KPIs and tools.Exposure to IT solutions like: Databases (SQL), Reporting platforms (Power BI, Tableau), ERP (SAP, QAD), CPQ, CRM (MS Dynamics), Workflow (Snow, Jira) and technology trends like Cloud, As-a-Service.Business acumen: knowledge of Sales Operations and/or Category related functions.Strong leadership skills, including coaching, team-building, and conflict resolution.Advanced program management including time and risk management, resource prioritization, process management and project structuring.Analytical, structured, problem-solving and process improvement mindset.Proactive, self-motivation look for alternatives to get things done in complex technical or business scenarios.Strong verbal and written communication skills, including negotiation, presentation, and influencing skills.Relationship building and partnership on technical and business level.Job -Sales OperationsSchedule -Full timeShift -No shift premium (Romania)Travel -Relocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.