Omnichannel Operations Manager (SMB)

The North America Omnichannel Operations Manager has a pivotal role within the North American SMB Segment and is responsible for driving the tactical execution and business cadence required to accelerate the SMB business. This role involves working with cross-functional teams, including categories, eCommerce, channel, sales transformation, marketing, and other groups, to drive the core business systems to ensure visibility into the state of the business and to accelerate growth. The successful candidate will leverage their experience and work closely with the SMB leadership team to accurately reflect the state of the business and ensure insights, metrics, intelligence, and results are used to drive predictability and ensure rigor in the Business Management System (BMS) for SMB.

The ideal candidate is a leader that fully understands the nature of the SMB market and how the direct and indirect channels work in conjunction and adjacent to each other to create the comprehensive SMB business. The ideal candidate works well in a matrixed environment, is results-oriented, driven by excellence, and understands how operational KPIs and market information play a critical part in the success of the SMB segment. They must also understand the operational infrastructure in place at Lenovo and must know how and where to get the right information, at the right time to drive predictability, understand business signals, and ensure information is flowing to SMB leadership so data driven decisions can be made with the best information available.

The successful candidate possesses demonstrated success in leading change in organizations that offer a wide range of offerings across Infrastructure and Datacenter Solutions, PC, Tablets, Workstations, Software, and Services via multiple direct and indirect channels.

Key Responsibilities:

• Cross-functional Leadership: Collaborate with categories, eCommerce, channel, sales transformation, marketing, and other departments to align strategies and ensure seamless implementation of digital initiatives.
• Governance: Work within the systems and processes to ensure any issues or escalations are handled through the right processes and escalation paths are clearly defined and understood for SMB programs. Will chair the Omnichannel Governance workstream and work across stakeholders to ensure issues are well documented and addressed.
• BMS Support & Cadence: The SMB Omnichannel Operations manager will work with the SMB Analytics Manager to ensure all information is collected and prepared for presentation in the weekly BMS meeting. The Operations Manager will be responsible for key program status updates as part of the BMS meeting.
• Execution: The Operations Manager will work closely with each project team to ensure forward momentum and progress is made toward completing key objectives on time. The SMB Operations Manager will be responsible for ensuring we have a comprehensive picture of the progress on key initiatives.
• Performance Measurement: Define and monitor key performance indicators (KPIs) to track progress, including on-time delivery, budget adherence, customer satisfaction, sales cycle timing, revenue, profit, and peer/management feedback.
• Stakeholder Engagement: Engage with executive leadership and stakeholders to communicate progress, challenges, and achievements, ensuring transparency and alignment with business goals.
• Team Collaboration

Basic Qualifications:

• Education: Bachelor's degree in Business, Technology, or a related field.
• Experience: 5+ years of experience in.
• Technical Skills: Strong understanding of Microsoft Dynamics, Business Process Management, Sales Lead management, Web Technologies, AI, Program Management, Budget Management, and Pricing.
• Leadership: Demonstrated ability to lead and influence cross-functional teams in a matrixed environment, focusing on collaboration, innovation, and results.
• Industry Knowledge: Deep understanding of direct and indirect sales channels, sales and marketing operations, and executive engagement.

Preferred Qualifications:

• Strategic Development: The ability to articulate a compelling vision for the future of omnichannel digital transformation and inspire others to follow.
• Operational Rigor: Strong project management skills focusing on execution, accountability, and continuous improvement.
• Collaboration: Proven ability to build relationships and influence stakeholders across different functions and levels.
• Innovation: Passion for exploring new technologies and approaches to drive business growth. The ability to look at existing problems and offer new approaches and solutions to drive better results.
• Results Orientation: Unwavering commitment to achieving measurable results and exceeding expectations.