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 repair services activities at the earliest opportunity, we seek for our headquarters in Munich / branch office in Bocholt reporting directly to the Vice President Repair Operations (HQ Munich) an experienced
Delivery Manager (m/f)
You manage our delivery commitment towards customers by driving "best in class" delivery across the regions. With your expert knowledge you will take responsibility for managing customer projects in terms of service performance and economic efficiency. You represent B2X operations towards the OEM as a single point of contact and take delivery responsibility towards OEM`s, i.e. meeting contractual expectations, focusing on the following:
- Ensure smooth transition and integration activities regarding new business acquisitions
- Provide program management and development
- Support, coach and mentor operations teams and share best practice
- Drive the development of functional improvement plans
- Engage in active communication across the region and build effective relationships
- Provide technical support to repair suppliers, walk-in support centers, carrier repair centers etc.
- Implement processes for utilizing the repair network to collect feedback data for product improvement
- Lead, develop and manage the performance of local implementation teams and effectively manage resources
The successful candidate will have a high-ranking university degree in a Master of Science program or a comparable well-founded technical and/or commercial education. Absolutely mandatory is a documented minimum of 5 years of successful working experience in after-sales service (mobile phone repair), preferably with a mobile phone OEM or a service center commissioned by an OEM. The complexity of the task requires not only excellent analytical and business management skills but also an excellent technical understanding and a profound knowledge of service, repair and after-sales processes in the IT, telecommunications or consumer electronics industry. Superior negotiating and relationship management abilities and strong cross-cultural communication skills, combined with result orientation, assertiveness and resilience, are absolutely vital. Flexibility and mobility are expected, whenever local assistance is required. Besides high motivation, the position requires a confident and experienced use of MS Office applications, fluent verbal and written business English and an independent and well-organized working style as well as the ability to lead teams.
You are anticipating an interesting and multi-faceted 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.