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Senior Operations Manager


This is a Full-time position in San Antonio, TX posted June 18, 2021.

At Richemont North America, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.SENIOR OPERATIONS MANAGERKEY RESPONSIBILITIESCS Back Office Operations Management:Ensure the operational control of all repairs across the repair process flow as described below:Management and Oversight for:* Inbound and Outbound of repairs: manage repairs reception and shipping within the framework defined with the Logistics & Compliance department. The main tasks are:* Reception of Carriers/Dealers* Opening of repairs and other goods* Packing / shipping of repairs (including blue boxes)* Receive / open spare part / accessories parcels from regional warehouse or from external strap supplier* Sort and dispatch spare parts to the correct area (spare parts matching, non-watch workshop…)* Reception of tools, supplies and other goods (mail…)* Prepare shipment to Manufactures (carrier documents, proforma) and to sub-contractors* Manage claims with Logistics, Finance, etc.* Registration of incoming wholesale repairs; transfer-in and check of the Boutique repairs* Perform/check service orders for Platform(s) repairs* Perform Estimates if necessary (or Start Intervention Explanation Letter (SIEL) in future)* Perform Final Control (aesthetical & commercial)* Perform Invoicing* Check and recycle used components. Check and return of used movements.* Perform the monitoring (physical and system) of the repairs in admin steps; track anomalies* Execute regular repair inventory and track anomalies* Ensure Richemont best business practices are adopted and/or developed and implemented in Administration operations.* Ensure that the data quality related to cost estimate creation / revision is accurate and complete based on established procedures and best practices. This includes but is not limited to accounting for the diagnosis conditions and items, customer requests, warranty information, service pricing policies and established lead-times.Operational performance management :Responsible for driving Supervisors & team members to meet key performance objectives for lead time, productivity, and data quality:* Responsible for defining performance metrics consistent with the group philosophy, and data available in the system ( SAP)* Responsible for implementing reliable processes and data capture to accurately track productivity performance.* Responsible for implementing and carrying out daily kick off and monthly performance reviews for all employees within her/his scope in order to drive accountability and motivating.* Ensure workload monitoring across the administrative tasks including the prioritization, maintenance, and monitoring of the work, planning and scheduling to ensure lead time and customer requests are met within the lead times objective defined per task.* Ensure appropriate scheduling / prioritization of the repairs along the flow according to the commitments provided to customers; including theoretical date, workshop date, delays and must ships / VIP follow-up.Brand Policy implementation & operations documentation :* Ensure application of Maisons policies for watches/clocks and accessories. This includes:* Coordination of all Maisons Policies update across the region, meaning communication to all parties involved of the changes.* Relevant operational application of each brand policy (i.e., pricing, lead time, services, guarantees, etc.) for after-sales services.* Standardization of operations as much as possible across the brands to create synergies and efficiencies* Quality Management System deployment including :* Development of operations procedure which aims at completing One wiki source (the main documentation source for CS within the group) for local specificities or more detailed SOP for on boarding or continuous training.* Maintenance of quick access data source (one note system) to ensure this is always up to date and representative of the last Maisons policies or most updated group standards.SAP:* Liase and work closely with the Network Director, to implement synergies in the dedicated resources within the region.* Ensure department has Key users and Key testers in place to ensure business continuity across RNA CS structure:* Organize with relevant frequency assessment of key users and key testers* Organize regular training refresher programs of key users/testers to support any new SAP functionality release that can impact existing processes.* Coordinate global planning for SAP releases ( 2-4 /year) in the region* Support SAP testing, as needed, in coordination with local and central SAP Information Technology teams by providing dedicated resources to test and by giving adequate feedback.* Ensure any related documentation is updated as the new releases might have the SOP , if not available in onewiki.* Participate in the key business user community for future SAP releases and enhancements, as requested.HR:* Employee development* Provide support to Supervisors in the recruitment and development of employee’s in their organizations.* Responsible for performance evaluations, providing coaching and guidance to direct reports for their professional development.* Manage career path of direct and indirect reports.* Track employee performance including issues, improvements and corrective actions taken for employees under your direct supervision.* Create individual performance improvement plans, and animate the required training actions to continuously improve individual efficiency.* Escalate employee performance/behaviour issues to Human Resources and/or management for employees under your direct supervision.* Administrative work* Responsible for time management for direct reports.* Responsible for creation and delivery of the quarterly and annual Performance Management Program/employee reviews for direct reports.* Responsible to reinforce, support and explain company policies and internal RTC procedures, as needed.* Responsible for approval of overtime based on business needs and exceptional situations and salary ranges according to employee and prospective employee profiles along with associated job responsibilities.JOB PROFILEEducation:* Bachelor’s degree in engineering, logistics or business-related field requiredRequired Experience:* 5-7 years of management, especially in the field of after sales service/ customer service or logistics in similar size organization* Experience of managing leaders/ managers* Import/Export operations experience strongly preferredTechnical Skills / Abilities:* Exceptional skills in Microsoft Office applications, advanced level of Excel is required* Utilization of SAP / CS module is preferred* Digital Savvy* Prior knowledge/experience or certification in LEAN strongly preferredPersonal Skills:* Ability to work with a team in a very fast paced environment required* Ability to handle multiple tasks simultaneously required in a fast-paced environment* Fast decision-making capacity and solutions` creativity to ensure production continuity while keeping long run sight in mind to propose sustainable solutions* Excellent verbal and written communication skills required* Strong organizational, and interpersonal skills required* Diplomatic skills to evolve in a multi- stakeholders environment (Maison centrally and locally, Group RCS* Must live in or be willing to relocate to TexasLEARN MORE ABOUT LIFE AT RICHEMONT AND OUR MAISONS BELOWNearest Major Market: San Antonio

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