Xerox

Overview: 

The Consumables Management Operations Lead - Escalation is responsible for leading escalation management activities, resolving complex operational issues, and serving as the primary subject matter expert for Consumables Management operations. This role supports business performance objectives through stakeholder collaboration, root cause analysis, process governance, quality management, coaching, training, and continuous improvement initiatives. You will play a key role in ensuring timely escalation resolution, operational excellence, and compliance with business requirements. 

Why Join This Team: 

• Work in a global operations environment supporting diverse business functions and stakeholders. 
• Serve as a key escalation lead responsible for resolving critical operational issues. 
• Partner with Operations Managers, Process Analysts, IT teams, and business stakeholders across geographies. 
• Develop expertise in escalation management, process improvement, quality governance, and operational leadership. 
• Contribute to business transformation, operational excellence, and continuous improvement initiatives. 

What You Will Do: 

• Act as the Operations Lead for escalation management across assigned functions, shifts, and geographies. 
• Serve as the primary point of contact for operational escalations and stakeholder concerns. 
• Conduct investigations and Root Cause Analysis for escalated operational issues. 
• Provide technical, process, and end-to-end operational expertise to internal and external teams. 
• Support Operations Managers with day-to-day operational activities and issue resolution. 
• Collaborate with Process Analysts, IT teams, and stakeholders to resolve recurring process and system issues. 
• Drive process improvement and governance initiatives. 
• Perform quality audits, metrics tracking, and User Acceptance Testing for process changes. 
• Deliver coaching, mentoring, onboarding, and refresher training to operations specialists. 
• Provide backup support for Operations Managers, Process Analysts, and operational specialists as needed. 

What You Need to Succeed: 

• Bachelor's degree in Business Management, Engineering, Computer Science, Information Technology, or equivalent. 
• Minimum 2 years of operational experience involving data analysis, data management, and technology-enabled business operations. 
• Experience handling operational escalations and stakeholder management. 
• Experience working with Enterprise Resource Planning (ERP) systems. 
• Experience supporting transactional operations and service level objectives. 
• Knowledge of finance, business operations, and economics. 
• Background in distribution, planning, and order management processes. 
• Strong analytical, problem-solving, organizational, and decision-making skills. 
• Proficiency in Microsoft Excel, Word, PowerPoint, and Visio. 
• Excellent written and verbal communication skills. 
• Leadership, coaching, mentoring, and stakeholder management capabilities. 

How We Set You Up for Success: 

• Structured onboarding and process-specific training programs. 
• Opportunities to develop expertise in escalation management and operational leadership. 
• Exposure to global stakeholders and cross-functional teams. 
• Ongoing coaching and mentoring opportunities. 
• Hands-on involvement in process governance, quality initiatives, and continuous improvement projects. 
• Career growth opportunities within Operations, Process Excellence, and Business Applications functions. 

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