About NCRVOYIXNCR 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.
Job title: Customer Operations LeadLocation: Florida/Atlanta, GAPosition SummaryOur Customer Operations Lead will be accountable to manage and support our key Enterprise Global Restaurant accounts across the US. You will own and develop a customer centric approach to ensuring customer satisfaction at all times while working with internal and external service providers.This position will be based in Florida or Georgia and reports to the Enterprise Service Manager.
Key Responsibilities- Responsible for the overall quality of service and performance of NCR Voyix's Services Offering (including Support, Field Services, Parts and Logistics Services)
- Ensuring the relevant systems, methodologies and procedures are in place to achieve NCR Voyix's contractual agreements
- Owner of the Incident, Request, Change and Escalation and Continuous Improvement processes
- Assist with support of issues regarding service delivery such as missed SLAs, recurring hardware problems or excessive downtime, parts-related service issues, service entitlements, access to NCR Voyix systems, assist with invoicing and out-of-scope T&M billing
- Tracking of all service performance metrics
- Analyse and report on key Support metrics based on agreed SLA's
- Provision of accurate and timely reports and information as per agreed cadence
- Developing a strong understanding of customer changes that may impact on NCR Voyix's Service performance
- Driving internal and customer meeting governances
- Be the primary first point-of-contact for the customer relating to service delivery matters
- Be an ambassador for NCR Voyix, working closely with the customer to provide effective communication on service delivery matters and building relationships to ensure effective dialogue between teams
Qualifications:- 3+ years of related experience
- Proficient in English (written and spoken)
- Extensive Service Delivery experience
- Bachelor's degree or relevant industry experience highly regarded
- Managed Services experience highly desirable
- Demonstrated proficiencies in the Microsoft Office Suite
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO StatementIntegrated 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 AgenciesTo 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.