Senior Manager - Global Support & Operations

Date: Sep 13, 2022

Location: Princeton, NJ, US

Company: Dover Corporation

Systech, a solutions division of Markem-Imaje, provides digital product authentication and traceability solutions to combat counterfeiting, prevent diversion and meet regulatory compliance. Built on decades of experience as the leader in pharmaceutical serialization, our comprehensive brand protection suite delivers the real-time insight, actionable product data, digital connectivity and consumer engagement functionality needed to fight supply chain threats.

Global brands across industries rely on us to keep their products authentic, safe and connected—from manufacturing to the consumer’s hands. Together we are revolutionizing brand protection!

Summary:

The Sr.Manager, Support & Operations works directly with external customers and internal stakeholders to develop strategy and solutions that drives customer success and bottom-line savings. The ideal candidate will be a natural leader with excellent verbal/communications skills, a thoughtful persuasive personal style and a focus on driving results. Self-starter who is comfortable in a project-oriented environment and can translate strategy into action. This role will report to the VP, Digital Products.

 

Essential Duties and Responsibilities:

  • Plan
    • Define KRAs and KPIs, set performance goals, and forecast metrics for your Support surface areas
    • Build robust reporting to track the KPIs and check metrics
    • Analyze the performance of each team to identify and prioritize the biggest gaps and opportunities in the customer experience.
    • Map customer journeys and business processes
  • Execute
    • Report weekly metrics, trends, and trend breaks
    • Identify, plan, and execute process improvements
    • Track customer SLAs and ensure the adherence
    • Work with Product, Ops, and other teams to improve the support experience and/or efficiency
    • Develop Operational processes for deployments & monitoring and procedures to maintain operational excellence
  • Lead
    • Hire and manage Global Support teams across North America, EMEA, APAC
    • Lead both on-premise and SaaS support functions
    • Support your teams to hit their business goals and professional development goals
    • Ensure depth and breadth of technical skills are maintained across the team to support customer requests
    • Represent your team and function in front of senior management

Qualifications and Experience:

  • 5+ years of managing teams and large scale software products including On-premise and SaaS solutions
  • 10+ years of total experience in customer service organizations
  • Ability to synthesize ambiguous information into clear, structured insights
  • Ability to effectively communicate complex ideas and data to an audience with varying levels of familiarity
  • Track record of leading major projects
  • Strong executive presence, particularly in dealing with customer-facing situations, and proven experience in interacting with senior leads (CxOs, VPs, etc)
  • Proven ability to decompose complex opportunities and problems into well-defined projects
  • Detail-oriented with strong project management and operational skills
  • Exceptional story-telling presentation, communication and writing skills
  • Strong analytical and quantitative skills, expertise in visually telling a story with data to secure alignment, and are proficient in Excel, PowerPoint, and project management tools & software
  • Excellent interpersonal skills and a collaborative management style, with a strong “ownership” mentality and a bias for action

 

Nice to have:

  • AWS Cloud experience
  • Pharma, Healthcare experience

MI offices located in Princeton NJ: a center for learning and innovation for over 100 years and home to Princeton University. Moreover, the employees may enjoy a great range of activities close by: skiing, hiking, great beaches, multiple culture events and, of course, access to New York City and Philadelphia.
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information or any other factors prohibited by law.


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