Job Information
NCR VOYIX Customer Operations Team Lead in IRVING, Texas
About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.
The Customer Operations Team Lead will manage a team of Customer Operations Leads who manage a portfolio of large enterprise customers. Customers range from 50-12K sites. The COL Team Lead will engage directly with Exec level customers, planning, executing, reporting and delivering solutions to business needs. The COL Team lead will engage the team to achieve the highest levels of customer satisfaction across all products and services within the customer’s portfolio as well as new products and services the customer will take on during their lifecycle.
Key Areas of Responsibility:
Scope: Restaurants Enterprise
Customer Journey/Scope: Develop and implement solutions to needs the customers will have with their products and solutions, including setting up purchase order templates, contract adherence, billing assurance, services assurance. The customer’s end to end journey is within the scope of the COL.
Advocacy: Internally and externally the COL wears a dual hat. With the customer, the COL is the advocate for the company, ensuring contract compliance, good business practices and auditable transactions. Internally, the COL ensures that the customers’ needs are prioritized within all internal departments and that the voice of the customer is expressed throughout all needs and solutions.
Company programs and initiatives: Support sales and customer operations processes for Voyix groups on the LOAR program, continuous improvement of the QTC processes affecting collectability of receivables. Continuous improvement in total company awareness of LOAR actions and programs and ultimately drive down uncollectibles and long outstanding account receivables. Requires cross-company collaboration and coordination, alignment of all key stakeholders and continuous focus and reporting. Expand existing programs into unsupported areas of the business. Drive root cause improvements into the customer processes to decrease occurrence of long outstanding accounts receivables.
Cross-Functional Collaboration : Collaborate with other company functions to include Reporting, Tools & Tech, Sales Enablement & Channel Programs, Compensation and Global Sales Support and Project Management, Marketing, Finance, Global Business Services, and Product teams to ensure alignment and support for sales and customer initiatives. Work closely with the account teams to ensure a seamless customer experience.
Responsibilities
Execute company strategies as defined by ELT, prioritizing activities with the ability to pivot quickly.
Become a go-to systems expert on all scope areas - Restaurants Enterprise.
Understand differences between industry groups to equally support all in-scope sales teams.
Provide cross-functional support to the Global Sales Support team and all company solutions and business needs.
Inspect existing process inefficiencies, revenue leakage, and insufficient application of policies and procedures, with a high focus on customer impact areas.
Create solutions for high priority needs, providing industry best practices and modern technologies.
Provide timely and professional communication internally and externally at all times.
Deliver outcomes by designing, measuring, and reacting to metrics and KPIs to improve customer experience.
Prepare data-driven program analysis on quantitative and qualitative data from various sources.
Lead and engage team members as part of a matrixed organization.
Manage high engagement, career development, guidance, and work productivity for direct reports.
Gain alignment and understanding cross-functionally, through professional and insightful communication strategies including formal presentations, project updates, written and verbal communications.
Basic Qualification:
Education: BS/BA (EE/CS) or equivalent; MBA/MS a plus.
Experience: 5+ years related experience.
Project Management: Experience in managing complex B2B, B2C environments.
Technical Proficiency: Advanced Salesforce reporting, expert in Microsoft programs, advanced MS Excel.
Team Leadership: Proven management experience of teams of 5-10 professionals.
Presentation Skills: Expertise in preparation and delivery, including executive-level presentations.
Communication: Excellent written and verbal communication, listening, negotiation, and presentation skills.
Preferred Qualifications:
- Relevant experience in the restaurant or technology space, project management, process improvement, and service delivery.
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”
Help us run the world's top brands.
At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.
We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.