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Senior Manager, Business Operations

5 miesięcy temu

Wrocław, Polska Align Technology Poland Sp. z o.o. Pełny etat

Senior Manager, Business Operations


Your responsibilities

  • Own process performance, productivity, quality, and capability
  • Increase the business value by formulating strategic and operational objectives
  • Lead a team of managers/supervisors and their respective specialists, ensuring high quality service is provided to iTERO customers across the region; managing customer experience
  • Serve as liaison between multiple stakeholders including sales, marketing, warehousing, logistic, supply chain, etc. and support teams to develop concepts and drive coordinated efforts for better customer experiences
  • Maintain cross-functional/interdepartmental relationships with peers across the regional and global organization
  • Establish KPIs and SLAs related to iTero business operations and use them to drive performance
  • Perform forecasting and capacity analysis including headcount planning and performance management
  • Design, operationalize, and analyze process workflows and ensure their efficiency and effectiveness
  • Lead continual improvement programs and culture in the team
  • Drive simplification, standardization and automation of business processes
  • Collaborate closely with Supply Chain, Logistic and Warehousing. Including process design, management, monitoring and control of performance. Driving improvements, enhancements, etc
  • Coordinate resources to ensure customer orders and services are delivered on time
  • Participate in projects to ensure department is prepared to process new products and services at launch date
  • Identify opportunities for service delivery improvements and generate value to the customer
  • Monitor and act on Customer feedback (NPS/Complaints/CSAT) where appropriate and finding ways to continue improving
  • Keep employees motivated and engaged. Ensuring there is clear communication on job expectations, planning, monitoring, appraising, and reviewing job contributions
  • Ensures the organization’s processes remain legally/regulatory compliant and free from any audit’s corrective/preventive actions
  • Own, manage, coordinate, and investigate any escalation or customer complaint that is raised and elevated to their purview and specific to the region and iTero
  • Recommend changes to policies and procedures immediately affecting the organization

Our requirements

  • Master’s Degree, preferable Master of Science
  • Typically has 10+ years of related experience in operations (ideally back-office) etc.
  • Proficiency in English is required for this position
  • Operation Management experience required (managing managers, supervisors, specialists)
  • Six Sigma Black Belt or other improvement methodologies certification
  • Trace record of process design, optimization and improvement
  • Good analytical and problem solving skills
  • Warehousing, Logistic and Supply Chain sound knowledge
  • Familiarities with SAP, Salesforce will be desired
  • Project and Portfolio Management experience preferred

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