Sr. Manager, Commercial Operations, Mumbai

Department: Customer Support

Employment Type: Full Time

Location: APAC-India

Description

Role expectations

• Drive Commercial Operations for India and implement operations systems by determining customer requirements & observing trends (through various channels like SFDC Tickets, etc.)
• Contribute to driving sales operations and give recommendations to drive creation of strategic plans. This includes preparing & comparing action plans, productivity, identify trends, etc. this includes working closely with the APAC Ops team to set and implement policies, procedures & systems and follow through on implementation like conducting audits on the contracts to ensure compliance to SOPs.
• Forecast the fulfilment requirements, and analyze variances & initiate corrective actions
• Develop, implement and evaluate policies and procedures; customize processes based on country requirements for issuing sales promotions to ensure that the maximum target audience is reached
• Analyze process workflows & implement changes. For e.g. India specific address book requirements & customer invoicing in SAP. This also covers customer impacting processes across functions
• Communicate all operating policies and issues at review meet & APAC Ops meeting on Customer Experience
• Collate and analyze customer experience (VOC), Mystery Shopper and Net Promoter Score feedback.
• Drive practices that help NPS increases across the organization over time (Medallia)
• Serve as primary point of contact for customers when there are issues related to product quality, customer service and product safety for both Invisalign and iTero. Communicate customer issues and devise ways of improving the customer experience, including resolving problems and complaints
• Create customer impact by observing and coaching customer’s staff to improve their knowledge, skills and behaviors related to the company’s products
• View all customer touch points, continually learn what it is like to be an Invisalign customer, work with customer groups to gain feedback and implement change initiatives

What we're looking for

• Leading the Customer Service team and enabling them to deliver high standard of customer service through various platforms like eLearning, and ensuring that the organization keeps increasing the standards of customer service
• The Customer Service team is updated on the organization’s products/services which is effectively communicated to the end customer
• Pushing the system for improved customer service, including changing policies & internal standards for the organization, and coordinating with different departments to drive a higher level of customer service
• Doctor Locator: Work with marketing team in ensuring the Doctor Locator site is effective

• Maintain high standards of EHS (Employee Health and Safety) at work by establishing, following and enforcing standards & procedures
• Manage contracts, pricing & serve as primary liaison with utilities (IT infrastructure, Premise maintenance, etc.) and local government agencies (Fire, BMC, etc.)