The Director of Global Support Delivery Operations will lead the team in the development of processes, programs, and tools that drive the continued success of CSS and global support delivery operations. The Director will lead strategy, implement successful programs, develop new value-added services, and define and implement best practices. This hands-on position is also responsible for tracking performance and providing decision support for improving customer satisfaction while contributing to the bottom line. Candidates must have a successful track-record in leading a global operation in logistics, spares planning, inventory management and program execution. The successful candidate will be a strong cross-functional leader, extremely well organized, detail-oriented, quality-minded and possess excellent written and verbal communication skills. This position reports to the Corporate Vice President of CSS Business and Portfolio Operations and resides in Sunnyvale, CA.
Hire and manage a team of Support Delivery Operations leaders (Spares Planning, Inventory Management and Program Management) providing proactive and hands on leadership/mentoring
Manage cross-CSS and cross-company initiatives while maintaining world-class customer satisfaction in spares on time delivery performance.
Serve as a focal point as needed for customer/partner and field escalations to resolve issues quickly for the benefit of the customer and Juniper Networks
Train, coach and develop current team
Identify and develop new opportunities for improving customer satisfaction with a positive margin contribution.
Drive seamless onboarding processes and work cross-functionally with our third party support providers for mutual customer success.
Develop and implement tailored programs that provide continued value to the customer, ensure renewals and drive long-term account growth.
Drive cross-functional projects to support supply chain optimization. This includes driving the project management, thought leadership, solution innovation and change management.
Own benchmarking and market intelligence.
Lead the formulation and execution of strategic initiatives and the processes, tools and systems needed to support them.
Independently develop and refine project scope, structure, and approach. Identify key issues, guide and execute analysis, develop conclusions, and present findings to members of the leadership team.
Anticipate roadblocks, both intellectual and political, and proactively address issues before they impact business results.
Develop knowledge of tools and systems that impact supply chain.
Prepare presentation documents and update to all levels of management.
Desired Skills and Experience
7+ years relevant work experience in one or more of the following areas: support delivery, logistics, order operations, sales operations, product management and project management
Expertise in dealing with large scale, technologically complex end to end business processes.
Proven record of navigating, escalating and leading efforts on complex customer requests or projects involving multiple parties and enterprise systems
Strong interpersonal skills required to function both in a team environment and to build relationships with our CSS colleagues, company leadership and business partners.
Ability to understand customer requirements from quote to issue resolution.
Bachelor’s degree or equivalent experience. Demonstrated ability to think globally/strategically and frame new and complex issues - a serious thought leader that can make strategic choices and help focus the organization on the most critical and value-added activities.
Exceptional analytical and creative problem solving skills, strong ability to work with complex and detailed data.
Experience with leading transition and implementation work Ability to influence and manage project outcomes to deliver results.
Strong critical thinking and business curiosity.
Proficient at senior management communication; excellent written and oral communication skills.
Ability to drive and consistently deliver excellence.
Solid interpersonal skills with proven ability to develop and maintain effective business partner relationships
Demonstrated ability to manage multiple tasks and projects, to prioritize, and adapt to a changing environment.
Role model for the Juniper Way
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