Senior Regional Customer Operations Manager (Project Management)

Summary:

VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications.

We are the people behind the products that help keep the world connected at home, school, work, at play, and everywhere in between. VIAVI employees are passionate about supporting customer success and we welcome people who bring their best every day to the company – to question, to collaborate and to push for solutions that will delight our customers.

Duties & Responsibilities:

SUMMARY

Responsible for multiple assigned operational functions primarily in the areas of Order Processing and Customer Service to ensure both customer satisfaction and adherence to Viavi's policies and procedures.

PRIMARY RESPONSIBILITIES

• Formulate strategic and operational objectives for the department that ensure company benchmarks are met or exceeded.
• Review Customer surveys to identify trends in customer complaints, concerns or suggestions to identify ways to improve customer satisfaction.
• Analyze metrics and other data to identify problems and/or opportunities for improvement.
• Collaborate with other departments such as Finance, Legal, IT, Sales, and Audit.
• Active involvement with both internal and external audit to ensure compliance to all areas of Order Processing that affect the business.
• Ensure that all transactions done by the team are legally compliant.
• Recruit, train and supervise staff.
• Proactively look for ways to improve operational management systems, processes and best practices.
• Planning of all staff training and development programs to ensure that employees are equipped with the knowledge and skills needed to perform their jobs effectively.
• Constant communication with other management regarding anything that affects revenue, customer satisfaction and non-adherence to policy.
• Monthly review of transactions by each individual on the team to make sure that workload is fairly distributed and make adjustments as needed.
• Monthly review of SOX audit and take action if trends are found where policies or procedures are not being followed by the team or specific individuals.
• Participate in all TL9000 Recertification audits related to Order Fulfillment and Post Sales Customer Support.
• Daily review of all Entered Not Booked orders and assist with escalation when necessary.
• Nurture an environment where employees can excel through encouragement and empowerment.
• Enforces company policies and procedures and ensures the team does the same. Primary focus is the Order Acceptance Policy.
• Proactive management of Order Holds for assigned orders of the Team.
• Bi-Weekly management of any orders shipped but not invoiced.
• Manages staff, communicates job expectations, and performs appraisals, job reviews, work improvement discussions and disciplinary actions if needed.
• Ensure that proper workflow is managed daily by the supervisors so that all priorities are met.
• Involved with any escalations from internal or external customers with regards to items related to Customer Operations and ensure the issue is resolved timely.
• Work with Finance Revenue Recognition team either with issues or questions with orders before booking that could affect Rev Req or afterwards when they need clarification or additional information not readily found attached to the order in Oracle.
• Ensure proactive management by the team of backlog for both Sales Orders and RMAs
• Participate in all Customer Operations related audits. This includes both the Internal Audit team and our External Audit firm PWC.
• Administration of customer external portals that require interaction from the team.

Pre-Requisites / Skills / Experience Requirements:

If you have what it takes to push boundaries and seize opportunities, apply to join our team today.

 

VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Job Posting Pay Range:

94,290

to

175,110 Salary Minimum: 105000Salary Maximum: 105000