Senior operations manager

2 weeks ago


Singapore KABAM PTE. LTD. Full time

Responsibilities: Global Team Management ● Lead and coordinate cross-functional teams both locally and internationally, ensuring alignment in operations, customer support, and deployment efforts. ● Provide guidance and support to overseas counterparts in managing robot operations, ensuring consistent service standards and operational efficiency across all regions. Deployment Planning and Execution ● Coordinate and plan the end-to-end deployment of robotics programs, ensuring alignment with customer requirements and timelines. ● Review deployment plans regularly, implementing improvements based on customer feedback and lessons learned from previous programs. ● Develop and implement a comprehensive post-deployment customer success strategy focused on achieving and exceeding SLA and customer satisfaction goals. ● Manage ongoing processes such as corrective maintenance, preventive maintenance, and customer support requests, ensuring continuous improvement in service delivery. Post Deployment Strategy and Customer Success ● Act as the primary point of contact for customer escalations, coordinating with Senior Field Service Engineers (FSEs) and technical support teams to resolve issues quickly and efficiently. ● Track performance and usage metrics of deployed robotics systems, identifying areas for proactive issue resolution, identifying trends or issues that require attention or escalation and improvement. ● Develop actionable insights from customer data to refine service delivery and enhance customer success strategies. Customer Relationship Management & Escalations ● Serve as the primary point of contact for customer escalations, working closely with Field Service Engineers (FSEs) and technical teams to resolve issues swiftly. ● Act as a bridge between the customer and internal teams, ensuring feedback is captured and incorporated into continuous improvement efforts. Performance Monitoring and Reporting ● Track and analyze performance data for Operational Robots, identifying usage patterns, trends, and potential areas for proactive issue resolution. ● Create and deliver detailed reports on performance metrics, customer satisfaction, and operational efficiency to senior management and key stakeholders. ● Leverage on data to develop actionable insights that refine service delivery strategies and enhance customer success outcomes. Requirements: ● Bachelor’s degree in Engineering, Business Management, or a related field. ● 5+ years of experience in a customer success or Program and Operations management role, ideally in the robotics, automation, or technology sectors. ● Excellent communication and interpersonal skills, with the ability to effectively collaborate across departments. ● Proven track record in managing complex programs and delivering high-quality results in a dynamic environment. ● Strong analytical skills with the ability to interpret data and develop insights. #J-18808-Ljbffr


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