Mgr, Customer Service Ops

**Mgr, Customer Service Ops**:

- Experience Level: Manager- Job Type: Full-Time- Location: Singapore - Singapore, SG- Requisition ID: 5684Job Summary:
The Customer Service Ops BPA helps to **support, develop and/or re-engineer processes** under the direction of the SBS/CS Ops Management team. This is a **technical role** with proven **abilities to scope problems, provide ideas and/or solutions **to support a** lean working environment **within Qorvo’s Order to Cash workstream. The CS Ops BPA also **supports critical Master Data (Customer, Pricing, etc.) as well as resolves issues for Inside Sales, **either through direct support or trouble-shooting methods**.** Daily responsibilities vary as **this role supports a complex and rapidly changing** business environment.
- **Implies advanced levels of** scope, and responsibilities of this role.

Typical responsibilities:

- Considered an **Expert in various aspects of SAP ERP system **to support the OTC Workstream
- Master Data, interfaces, reports, transactions to **support Inside Sales, Finance, Credit, etc**.
- **Liaison between Qorvo IT and internal/external customers** to support and improve our OTC processes
- **Manages projects **of varying complexity within the OTC WS **using Agile/similar methods, **typically** owning one or more of our SDLC project support functions**:

- **Creates detailed Business Requirement Document/User Stories **based on internal/external customer request
- **Creates Test Plans** designed to ensure rigor and stability of released processes
- Supports and/or coordinates **User Acceptance Testing**:

- **Provides documentation and/or training materials** to support the process
- **Presents ideas or findings** to Qorvo peers and management, sometimes including external customers
- **Trains peers and associates** as needed to foster cross-organization learning
- **Performs complex data analyses **using queries, reports, other forms of data mining tools to understand trends and/or solve problems through root-cause analyses
- Advanced responsibilities:

- **Advanced PM skills**, taking projects from idea to implementation (independently drives above support functions)
- **Creates scalable, automated solutions**, **with or without specific IT support**, such as:

- Advanced queries, reports and/or dashboards designed to add efficiency to decisions or processes
- EDI/other B2B process automation, often coordinating directly with Qorvo customers
- Robotics Process Automation (RPA)
- Other 3rd-party, Low Code/digital tools (MS Power BI/Automate, Mendix/other API creation tools)
- **Participates or leads cross-functional teams, using lean principles** (A3, 8S, etc.) to resolve problems within OTC
- Heavy involvement or leadership of **M&A activities**, particularly around SAP/ERP integration

Other experience and qualities
- Ability to articulate the ‘big picture’ while often living in the details
- Proven experience or SME* in large-scale ERP systems, preferably SAP.
- Proven knowledge of lean practices, lean certification*
- Excellent interpersonal and communication skills
- Proficient to Super User* of MS Office environment (automation tools, Teams, SharePoint, etc.)
- Proficient to Super User* in advanced query/reporting tools such as Tableau
- Language to support applicable regions: US (English), Singapore (English, Mandarin, etc.)

**Education**:

- Bachelor’s degree, diploma, or certification in Bus Admin, IT, Marketing, Supply Chain, or related areas
- Certified or proven experience with SDLC/Agile change management in high pace/scale environment
- 5 - 10 years* of experience in above areas (Intern experience counts)
- Exceptions are made depending on level of experience/education
- Supervisory experience leading a team will be preferred

**_#LI-MC1_**

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