Senior Manager of Customer Operations

2 months ago

Shanghai, Shanghai, China Waters Corporation Full time
Job Summary

We are seeking a highly experienced Senior Manager of Customer Operations to lead our Customer Operations function in GC. This role will be responsible for executing on corporate business goals in the Order to Cash process and delivering excellent customer experience to customers.

Key Responsibilities
  • Lead the entire Customer Operations function in GC, including order management team, contracting team, and purchasing, to execute on corporate business goals in the Order to Cash process.
  • Collaborate cross-functionally with multiple departments to drive effectiveness and efficiency in the entire Order to Cash process.
  • Lead the team with a business-oriented mindset, leveraging a strong understanding of business needs to streamline current business processes and identify process gaps.
  • Utilize data analysis to identify inefficiencies and gaps in process, and generate insights for the business to make changes for business effectiveness and efficiency.
  • Function as a strong influencer both at the local and global levels, representing China business needs in key operational decision making.
  • Spearhead the SAP upgrade project with global program management teams and lead local efforts in driving the system evolution in GC.
  • Develop and manage annual strategic and business planning activities for the Customer Operations team, including budget, headcount, organizational structure, and areas of focus.
Qualifications
  • Bachelor's degree or equivalent in data intelligence, business, or a related field.
  • At least 8 years of experience in commercial operations, customer support, sales operations, or similar roles, preferably in the life science or healthcare industry.
  • Self-motivated, reliable, able to manage multiple sub-functions, and able to manage multiple projects and tasks at the same time.
  • In-depth understanding of general sales processes and customer support process in China.
  • Familiar with ERP and CRM systems, ideally with experience of SAP and SFDC for order processing and management.
  • Excellent communication skills in both Chinese and English.
  • Strong influencing capability, especially across functional lines.
  • Experienced in team management and a strong people leader, with experience managing teams of 10 or more.
  • Strong ability to handle data, perform data analysis for decision making, and generate insightful reports and presentations.

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