Operation/Quality Lead

Job Summary

• This role is responsible for developing support strategies for product families and facilitating the implementation of product, service or solution portfolio lifecycle management. The role collaborates with regional and global teams on service planning and execution, fosters cross-functional collaboration, and acts as a liaison between business units and sales. The role contributes proactively to projects through research and data analysis to ensure project success and customer satisfaction. The role also establishes and monitors product service metrics, identifying gaps and recommending corrective measures in a timely manner.
  

Responsibilities

• Crafts support strategies for product families, ensuring adherence to established protocols and methodologies.
• Acts as the representative of services within product core teams, ensuring the integration of service requisites into the product development process.
• Establishes targets for product service metrics, monitors the performance of product support operations, and discerns instances necessitating corrective measures.
• Engages in cooperative efforts with regional and global teams concerning the planning, execution, and evaluation of service and support initiatives.
• Executes comprehensive project plans, ensuring successful outcomes and adherence to established timelines.
• Develops and enhances customer relationships, contributing to revenue growth and overall client satisfaction.
• Collaborates closely with cross-functional teams to minimize potential disruptions to service delivery, ensuring seamless operations.
• Acts as a liaison between business units and sales, ensuring alignment and successful business outcomes through effective communication.
• Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments.
• Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports.
  

Education & ExperienceRecommended

• Four-year Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 0-2 years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.
  

Preferred Certifications

Knowledge & Skills

• Agile Methodology
• Analytics
• Business Development
• Business Strategies
• Business To Business
• Customer Relationship Management
• Data Analysis
• Digital Marketing
• Go-to-Market Strategy
• Key Performance Indicators (KPIs)
• Market Research
• Marketing
• Marketing Strategies
• New Product Development
• Product Management
• Product Marketing
• Product Strategy
• Project Management
• Thought Leadership
• Value Propositions
  

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
  

Impact & Scope

• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.
  

Complexity

• Learns to apply basic theories and concepts to work tasks.
  

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.