Customer Operations Manager

Exciting opportunity for a Customer Operations Manager to join our team and manage the day-to-day responsibilities of the customer operations team.

Reporting directly to the Operations Manager OAZ, the role will act as a liaison across the business, providing an escalation pathway for the business and providing proactive communication to the business on any changes to the customer operations teams' processes.

A large part of the role will include the management of the offshore relationships as well as monitoring KPI and SLA requirements of the various operational processes.

Ultimately, this role is responsible for ensuring that Olympus can delight its customers and the sales team on delivery of equipment. (Capital, consumable, demonstration requests, sales rental requests, sterilisation etc.).

**Key Responsibilities**:

- Management of the customer operations - service team, ensuring that all company people management activities are completed to the agreed timelines.
- Management of the movement of demonstration equipment to and from customer sites, ensuring that processes are followed.
- Engaging with relevant business stakeholders and escalate non-compliance issues as required.
- Working closely with the asset manager and marketing on demonstration pool requirements
- Day to day liaison with the off-shore team, monitoring SLA and KPI and working with the off-shore manager to identify and address improvement opportunities.
- Day to day coordination and workforce planning of the on-shore customer operations - sales support team, which comprises of the demonstration asset logistics members and the sales support members.
- Management of the consignment audit process, setting up the audit schedule for the year
- Subject matter expert for Customer Operations business processes and systems
- Responsible for training and upskilling of the team.

**Looking after you**:
We are committed to ensuring our people are well looked after. In addition to a rewarding and challenging career, we promise to provide you:

- Competitive package plus an attractive performance bonus;
- Participation in our Reward and Recognition Program, 'Shining Stars';
- Access to a suite of development programs;
- Purchased Annual Leave Program;
- Access to staff discounts across our Olympus Camera range; and
- Access to our employee assistance program.

**All About You**:
You will be a professional leader with the ability to set and deliver functional strategy and harness the best out of your team. You will be motivated by continuous improvement activities, pivot when challenges are presented and thrive under pressure. In addition, you will have:

- Experience in a similar role with demonstrated ability to analyse and develop operational strategies & process improvement within a complex operations model.
- Demonstrated an ability to effectively train, encourage and motivate staff including remote and virtual team members.
- Experience in using sophisticated ERP & CRM systems (preferably SAP & Salesforce) to maintain and run customer operations environments in a complex business.
- Communication - Good interpersonal, communication, telephone, team building and listening skills.
- Customer Focus - Seeks out information about the needs of the customer and anticipates customer needs. Maintains clear communication regarding mutual expectations.
- Quality Focus - ensuring that the output of work by the team meets the highest quality standards. Focuses on driving improvement.
- Capacity to learn and adapt to change - Ability to develop a sound understanding of the company and products. Experience in adapting to an environment that is continuously evolving and changing ahead of its customers' needs.
- Problem Solving - Demonstrated ability in problem solving, root cause analysis and participating in the development of changes to procedures and systems.
- Cross border communication - demonstrates the ability to work with a remote team and remote direct reports. Can foster a team spirit of inclusion and support.

**Your environment**:
At Olympus, we are focused on creating a great organisational culture and a collaborative environment that enables everyone to Shine as a team and as an individual.

Our common values of **_Integrity, Empathy, Long-Term View, Agility _**and**_ Unity_** form the foundation of our culture and guide our behaviour - empowering us. This is how we make people's lives healthier, safer and more fulfilling.

**_ No Agency assistance required at this time._**

**_ Olympus Australia is an Equal Opportunity Employer_