B2X Care Solutions provides fast, efficient and predictable end-to-end customer care solutions for companies in the consumer electronics, telecommunications and IT industries. With our global network of service partners we optimize the entire after-sales process chain: We are involved in product development, manage incoming service requests at call centers and repair facilities and provide support through all repair stages including the reliable supply of spare parts. It is our ambition to deliver the service and warranty promises we make. After all, we are operating on behalf of our clients and therefore feel committed to the highest degree.

To bolster our global Walk-in Support activities at the earliest opportunity, we seek for our Headquarters based in Munich a Who will report directly to the Director Walk-in Support Center Services (HQ Munich).

Together with our customers you will lead the strategic planning and operation of a global Walk-in Support Center network. You will support internal and external stakeholders in developing the B2X front-end service portfolio for technology consumers. In this context you will be responsible for planning, developing and implementing a Walk-in Support Center network design process, which enables B2X Care Solutions to promptly respond to customer demands in a controlled and efficient way. You will design and develop a Walk-in Support Center blueprint for each country in cooperation with internal and external stakeholders and support a global matrix organization to select vendors and to build sustainable partnerships. Furthermore you will develop and implement a common framework for vendor performance management in order to maintain and manage the operational and financial performance of the global Walk-in Support Center network, focusing on the following:

• Develop and standardize processes enabling  B2X  to deliver state-of-the-art services via the Walk-in Support Center delivery channel across all countries, OEMs and vendors
• Drive and support the integration of the Walk-in Support Center service delivery channel with other service delivery channels
• Define operational and organizational capability requirements for new services, including investment planning and revenue forecasting
• Develop a sustainable business model for new services, ensuring great quality and customer experience at competitive cost
• Develop and implement common frameworks for network planning, vendor management, performance management, vendor assessment, business & revenue models as well as fraud investigations and fraud avoidance
• Ensure global alignment, communication and standardization between B2X regional Walk-in Support Center operation teams
• Drive operational excellence initiatives for the B2X Walk-in Support Center delivery processes
• Implement pre-defined key performance metrics to actively monitor and manage vendor performance on a regular basis
• Foster a constructive vendor relationship which encourages openness and transparency and a joint B2X-vendor commitment to highest quality of service delivery
• Initiate and conduct vendor business reviews, operations reviews and auditing

The successful candidate will have a high-ranking university degree in a Master of Science program or a comparable education. Absolutely mandatory is a documented minimum of 8 years of successful working experience in a technical role within the after-sales organization of a leading mobile OEM and a proven track record not only in building and leading Walk-in Center networks on a regional or global level, but also in delivering structural and sustainable improvements. In addition, the ability to implement strategies, develop networks and facilitate teamwork is absolutely vital. The complexity of the task requires excellent communication and relationship management skills across organizations and cultural boundaries, combined with result orientation, assertiveness and resilience. Flexibility and mobility are expected, whenever local assistance is required. The position requires a confident and experienced use of MS Office applications, an independent and well-organized working style and the ability to lead teams. Excellent written and spoken English is a must, German is beneficial but optional

You are anticipating an interesting and multifaceted position which offers you a high degree of independence within a dynamic team.

Please include a copy of your diploma/degree and reference letters in your application.

We look forward to receiving your application!

By email to: jobs@B2Xcare.com
Additional info at: www.b2xcare.com