Lead Operations Support

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

The Lead Operations Support will be responsible for acting as a team lead for the operations support team helps to analyze and resolve problems as well as executes the more difficult tasks for contracts customer upgrades customer orders inventory resolution and branch scheduling. This role ensures the service center meets the performance of their operations and customer contract and billing requirements and has complete understanding of the impact to other inter-related processes. This role should exhibit the ability to resolve customer issues that are unique and consists of multiple variables (invoicing billing configurations customer system configurations which may drive manual processes outside of ERP systems) ensures that all stakeholders (such as AR team customer etc.) have robust communication around unique resolution of escalated customer problems ensures that all master data and system interfaces reflect all the changes required to resolve a customer issue suggests and implements enhancements of processes lead user acceptance testing of any system upgrades acts as a team lead for their respective sub process by providing direction and knowledge around the tasks and shows strong collaboration with internal and external customers. May require on-site service center support based on service center team needs serves as a partner to service center manager driving key metrics KPIs and finance success of the service center creates a high impact culture that drives a sense of urgency that delivers results is responsible for ensuring that performance objectives are met by the team performs the most complex tasks related to customer contracts billing account maintenance order creation job scoping and billing provides input into process improvements provides innovation to processes that delivers value to the organization may lead projects that impact Operations Support function and support process audits.

Responsibilities:

To perform the job successfully an individual must be able to perform each essential duty satisfactorily.

• Create and maintain safe working environment and culture within the organization
• Proactively drive resolution of internal and external customer needs and expectations
• Identify and raise awareness towards process gaps to enable efficiency & effectiveness
• Ensure adherence to a set of quality standards and deliver the best possible customer experience
• Challenge the status quo analyze processes and assess potential to apply innovation enhancements
• Role models high impact culture through innovation accountability and empowerment
• Must be able to function in a team environment
• Usually works with little to no supervision
• Works independently and has ability to lead/coach/guide/motivate
• Tasks execution for area of responsibility up to levels defined in Xylems DOA policy
• Specializing in specific areas of expertise
• Independently arrive at solution to satisfy needs of customer in alignment with our policies

Travel Requirements:

• < 5%

Driving Requirements:

• N/A

High Impact Behaviors:

Continuous Professional Development: Professionals should be committed to lifelong learning seeking out opportunities for self-improvement and staying abreast of industry trends and best practices.

Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others contribute to team goals and understand that diverse perspectives can lead to better solutions.

Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Education & Experience Requirements:

• High school diploma or equivalent with 7 years of applicable work experience or Bachelors degree with 5 years of applicable work experience

Required Skills:

• Intra-departmental communication for purpose of alignment/information sharing/guidance/leadership
• Able to execute tasks with high levels of autonomy; limited guidance required for complex tasks
• Able to collaborate with other disciplines
• High level understanding of concepts in execution broader organizational impact and strong organization skills
• Understanding of general business concepts
• Strong communication skills
• Solid user of standard Microsoft Office applications (Outlook Word Excel PowerPoint)
• Strong ERP fluency in relevant systems
• Fluent understanding of typical IT business tools; adapt at learning new programs quickly (e.g. homegrown IT solutions but also new cutting-edge tools like Data Analytics)
• Fluency in a Field service and CRM application like MS Field Service or MS CRM

Join the global Xylem team to be a part of innovative technology solutions transforming water usage conservation and re-use. Our products impact public utilities industrial sectors residential areas and commercial buildings with a commitment to providing smart metering network technologies and advanced analytics for water electric and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.