.SMS SPF Operation Account ManagerDescription -Job descriptionAs the Partner Operations Manager for Post-Sales Support Supply Chain, you will be at the forefront of ensuring a seamless support experience for our customers. In this role, you will work closely with a strategic third-party partner responsible for insourcing parts, fostering collaborative relationships, and optimizing supply chain operations to deliver outstanding support services. Additionally, you will play a crucial role in internal communication, providing data-driven updates and executive-level presentations to management on the performance of our support operations. Job Responsibilities: 1) Strategic Partner Collaboration:Cultivate and manage relationships with our third-party partner, ensuring alignment with our service standards and efficient resource allocation. Collaborate on joint initiatives to streamline processes, enhancing overall efficiency and responsiveness. 2) Optimization of Support Processes:Lead initiatives to optimize processes within our support operations, reducing resolution times and upholding service standards. Implement quality assurance measures to ensure the highest level of service delivery. 3) Efficient Parts Surcing and Inventory Management Optimization:Work closely with our third-party partner to oversee logistics, inventory management, and service fulfillment, ensuring the timely availability of parts. Collaborate with internal teams and external partners to maintain a responsive and efficient supply chain for post-sales support. 4) Internal Communication and Reporting:Develop and implement a robust internal communication strategy to keep management informed about the performance of the operations. Utilize key performance indicators (KPIs) and data-driven insights to prepare regular executive-level reports and presentations. 5) Data-Driven Decision Making:Utilize key performance indicators (KPIs) and customer feedback to drive continuous improvement in post-sales support operations, leveraging insights for informed decision-making. Key accountabilities:Timely Resolution of Customer Issues: Ensure timely and effective resolution of customer issues through efficient collaboration with the third-party partner and internal teams. Process Optimization: Implement process improvements that result in a measurable reduction in resolution times and enhanced overall efficiency. Collaborative Relationship Management: Foster and maintain strong relationships with the third-party partner, ensuring a collaborative and mutually beneficial partnership. Data-Driven Decision Support: Provide actionable insights and recommendations based on KPIs and customer feedback to drive continuous improvement. Internal Communication and Reporting: Develop and execute a comprehensive internal communication strategy, providing regular updates and executive-level presentations to management on the performance of post-sales support operations
