Customer Operations Leader

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

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

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 AODA.REQUESTS@NCRVOYIX.COM 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.”