Operations Manager

This position is responsible for ensuring that we are yielding a positive business value from our System initiatives, primarily by ensuring system adoption and appropriate usage. This person will work closely with the country manager and peers in the leadership team in India, supporting sustainability goals and data governance.

A critical element of this role is to ensure the ongoing adherence to systems and SOP’s, with a major focus on the operations functions (customer service, logistics).

The position holder understands and can clearly explain the status of performance in customer operations and how systems and processes drive efficiency and exceptional customer experiences.

1. Direct oversight for the implementation, maintenance and reporting of the order and credit process
2. Leadership accountability for the order, credit, returns, and logistics process
3. Annual budget preparation and compliance for services rendered by the teams
4. Schedule and staffing activities, performance appraisals, and achievement of team member objectives
5. Developing and enhancing team skills while coaching and providing feedback
6. Ensure successful need identification and adherence to global systems (Salesforce, Financialforce, Board, QAD, Power BI)
7. Design business processes in support of functional areas and interface with development teams for design specifications
8. Manage and coordinate training against weekly releases on system enhancements and fixes
9. Coordinate activities with Global Process Managers and Regional leads
10. Act as Data Steward in India, coordinating data governance across SF processes
11. Partner with other managers to review operating procedures and ensure accuracy via remote diagnostics
12. Effectively communicate across all SMS teams and stakeholders for change management

1. Expert knowledge in Salesforce development from a business perspective
2. Ability to navigate and work in a global organization, at all levels
3. Exceptional communication skills, both written and verbal
4. Excellent active listening skills
5. Ability to clearly articulate messages to a variety of audiences
6. Ability to establish and maintain strong relationships
7. Ability to influence others and move toward a common vision or goal
8. Flexible and adaptable; able to work in ambiguous situations
9. Resilient and tenacious with a propensity to persevere
10. Forward looking with a holistic approach
11. Organized with a natural inclination for planning strategy and tactics
12. Problem solving and root cause identification skills
13. Must be a team player and able to work collaboratively with and through others
14. Acute business acumen and understanding of organizational issues and challenges