Own process performance, productivity, quality, and capability
Increase the business value by formulating strategic and operational objectives
Lead a team of managers/supervisors and their respective specialists, ensuring high quality service is provided to iTERO customers across the region; managing customer experience
Serve as liaison between multiple stakeholders including sales, marketing, warehousing, logistic, supply chain, etc. and support teams to develop concepts and drive coordinated efforts for better customer experiences
Maintain cross-functional/interdepartmental relationships with peers across the regional and global organization
Establish KPIs and SLAs related to iTero business operations and use them to drive performance
Perform forecasting and capacity analysis including headcount planning and performance management
Design, operationalize, and analyze process workflows and ensure their efficiency and effectiveness
Lead continual improvement programs and culture in the team
Drive simplification, standardization and automation of business processes
Collaborate closely with Supply Chain, Logistic and Warehousing. Including process design, management, monitoring and control of performance. Driving improvements, enhancements, etc
Coordinate resources to ensure customer orders and services are delivered on time
Participate in projects to ensure department is prepared to process new products and services at launch date
Identify opportunities for service delivery improvements and generate value to the customer
Monitor and act on Customer feedback (NPS/Complaints/CSAT) where appropriate and finding ways to continue improving
Keep employees motivated and engaged. Ensuring there is clear communication on job expectations, planning, monitoring, appraising, and reviewing job contributions
Ensures the organization’s processes remain legally/regulatory compliant and free from any audit’s corrective/preventive actions
Own, manage, coordinate, and investigate any escalation or customer complaint that is raised and elevated to their purview and specific to the region and iTero
Recommend changes to policies and procedures immediately affecting the organization
Our requirements
Master’s Degree, preferable Master of Science
Typically has 10+ years of related experience in operations (ideally back-office) etc.
Proficiency in English is required for this position