Customer Operations Leader (COL)

About NCR VOYIX

Job title: Customer Operations Leader (COL)

Location: Quebec, Canada

Role Overview

We are seeking a Customer Operations Leader to own and lead end-to-end delivery execution for strategic customers accounts. This role is responsible for ensuring that all products and services – from order through delivery, deployment, production and decommissioning – are delivered successfully, profitably, and in line with customer expectations.

You will at as the primary operational partner for customer leadership while collaborating closely with NCRV Sales, Account Teams, Fulfillment, Supply Chain, SW maintenance and development, HW Support, and Professional Services organizations. This is a highly visible role that blends operational excellence, customer engagement, and strategic leadership across multi country accounts.  

Key Responsibilities

• Acting as a single point of contact for Service and Solution delivery, including, but not limited to ensuring proper entitlement, reporting, high level Software and Hardware solutions delivery, escalation handling and continues improvement

• Build and maintain strong relationship with customer leadership, NCRV Sales and Delivery Teams, Accounting and Finance, Professional Services, SW Development and Maintenance teams

• Provide operational leadership, technical and industry expertise to enable profitable growth across assigned customer accounts

• Schedule and lead regular customer review meetings to assess delivery quality, address service issues, plan new product and service deployments, and identify new opportunities

• Drive performance across critical KPI’s, service delivery and overall effectiveness

• Monitor, analyze ad act on key performance metrics and customer feedback. Identify issues early and develop action plans, escalating to senior or executive leadership when required to ensure successful resolution

• Maintain full visibility and accountability for the success of all services, including Software and Hardware related

• Support Sales efforts by identifying growth opportunities, assisting with account intelligence, and engaging NCRV sales resources

• Establish and enforce operational policies, procedures and best practices

Qualification and Experience

• 5+ years of experience in Operations, with proven success leading multi-locations and multi country operations

• Strong understanding of Software and Hardware support solutions within the Convenience and Fuel Retailer market in Canada

• Demonstrated leadership capabilities with high accountability, organizational strength, and execution discipline

• Proven ability to gather, analyze, and present data to both internal and external stakeholders

• Experience negotiating contracts and managing customer relationships in a multinational environment

• Bachelor’s degree in a technical discipline (engineering or similar), Master’s degree preferred

• Proven ability to transform customers into long-term strategic partners

• Experience managing responsibility for multiple accounts strongly preferred

• Willingness to travel domestically and internationally

• Fluency in English and French required

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

The Company has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical requirement, please contact Human Resources via e-mail at [email protected] so that arrangements can be made for the appropriate accommodations to be in place.

“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.”