Experience Inc. Jobs

Remote Work: Hybrid

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.

Let’s create tomorrow together.

The Order Experience (OEX) organization is responsible for all aspects of customer care related to the quote-to-order process, including people, process, tools and customer satisfaction. The Senior Manager of Order Experience oversees the successful execution of that customer care, through direct and indirect management of order entry, contract administration, entitlement management, billing and invoicing, and customer service.

Responsibilities:

• Manage all aspects of our order experience operations (order management and contract

  administration) in our LATAM region, including, performance, personnel & budget.

• Design and implement organizational structure and personnel assignments needed to ensure optimal customer care and achievement of performance targets

• Establish and execute a management system to ensure that all team accountabilities are

  consistently met, including booking, contract activation, invoicing/billing, entitlement

  management, stock rotations, etc.

• Manage performance, quality and compliance of team.

• Review results of internal and external audits and identify and implement corrective and

  preventative actions to ensure that errors are not repeated.

• Ensure organization is trained on global standard processes. Work with global process team to identify and implement new processes, and associated training.

• Identify and cross-pollinate best practices between order management and contract

  administration functions to optimize the customer ordering experience.

• Develop in depth understanding of business processes and system capabilities used by OEX and

  leverage this information to identify opportunities for improved customer service and

  performance.

• Champion new and innovative opportunities for OEX to add greater value for customers,

  partners and distributors throughout the quote to cash process, included blended order

  processing.

• Identify and champion efficiencies through automation & process improvements.

• Create and foster a positive team culture that values accountability, collaboration,

  communication, innovation and self-development, and which places the needs of customer first.

• Develop and foster positive relationships with key internal and external stakeholders, including Zebra sales, customers, partners and distributors.

• Model customer-first and Zebra leadership behaviors for subordinates and peers.

• Implement process improvements that drive continuous improvement, business efficiency, cost reduction and enhanced customer experience/CSAT, in accordance with established

  organizational vision & strategy.

• Monitor key performance indicators (KPIs) and use data insights to drive optimal team

  performance, including quality, speed, accuracy and compliance.

• Act as point of escalation for all quote-to-cash challenges within the supported regions.

• Oversee routine operational meetings with key customers or internal stakeholders to review status of orders and resolve challenges.

• Act as a subject matter expert on all matters related to the quote-to-order process, responding to inquiries from management, Zebra’s sales teams and partners and customer.

• Develop and present routine business updates internally to senior management through

  monthly reports, quarterly business reviews, and operations reviews, and externally to partners and distributors

Qualifications:

Qualifications:

• Bachelor’s degree strongly preferred

• Preferred Work Experience (years): 5 to 10 years of experience including a minimum 4-5 years management experience.

• Prior operations management experience strongly preferred.

  Key Skills and Competencies:

• Operations management expertise, including order management and contracts.

• Process management / process engineering skills / experience Expert knowledge of order management, billing and entitlement management.

• High proficiency with Microsoft business applications including Word, Excel and Outlook

• Strong prioritization skills

• Strong problem-solving skills

• Strong communication & presentation skills.

• Data reporting and interpretation skills

• Strong customer focus with emphasis on creating

  customer value

• Working knowledge of internal and external audit

  process and compliance management

• Working knowledge of Zebra’s solution portfolio

• Experience working across multiple time zones and

  cultures

• Strong people / team leadership & development

  experience

• Fluent level of English (written and verbal); knowledge of other local languages a plus

  Preferred Qualifications:

• Master's degree

• Fluent English Skills - C1/C2 -proficient.

• Process Optimization: Ability to analyze and streamline order processes for efficiency and customer satisfaction.

• Data Analysis: Proficiency in analyzing data related to order fulfillment, customer behavior, and performance metrics.

• Familiarity with Order Management Systems: Knowledge of software and tools used in order processing and management.

• Budget Management: Skills in managing budgets related to order fulfillment and customer experience initiatives.

• Leadership Skills

  Team Management: Ability to lead and motivate teams, fostering a collaborative work environment.

• Strategic Thinking: Skills in developing and implementing long-term strategies to enhance the order experience.

• Change Management: Capability to manage and guide teams through changes in processes or technologies.

• Communication Skills

  Effective Communication: Proficiency in clearly conveying information and expectations to team members and stakeholders.

• Customer Advocacy: Strong focus on representing customer needs and ensuring their voice is heard in decision-making.

• Problem-Solving Skills

  Critical Thinking: Ability to identify issues quickly and develop effective solutions to improve the order experience.

• Conflict Resolution: Skills in handling customer complaints and team conflicts in a constructive manner.

• Organizational Skills

  Project Management: Proficiency in managing multiple projects and initiatives simultaneously.

• Attention to Detail: Meticulous in reviewing processes and ensuring accuracy in order management.

• Adaptability Skills

  Flexibility: Ability to adapt to changes in market conditions or customer expectations quickly.

• Innovation: Openness to new ideas an d technologies that can enhance the order experience.

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com (https://www.zebra.com/ap/en.html) email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.