Senior Field Operations Manager (Hardware)

Senior Field Operations Manager (Hardware)

BY Title: Senior Operations Manager

Location: Virtual within the UK

Team: Returns Management – Kiosks (Commerce)

Reporting to: Sr. Technical Operations Director, Returns Management

Travel: Domestic and occasional international travel is expected in this role

Visa Sponsorship: We are unable to provide Visa sponsorship for this role

Overview

Join our dynamic team at Blue Yonder, where innovation meets excellence. We are excited to announce an opportunity to be part of the Blue Yonder Returns Management team, where we provide cutting-edge solutions in last-mile delivery and returns management and play a crucial role in driving forward our mission to revolutionize the supply chain landscape.

In the role of Senior Operations Manager (Hardware), you will be working to ensure the smooth and effective deployment, implementation and operationalization of our hardware self-service solution (returns kiosk) into host service locations. The ideal candidate will bring strong organizational skills, operational proficiency, and a dynamic mindset to align our technology solutions with our customers goals while driving operational excellence and efficiency.

What You’ll Do

Day-to-Day vendor management of our hardware manufacturing and services partners which includes but is not limited to:

• Managing hardware partner(s) production timelines, ensuring products are built within the specified and agreed timelines
• Managing logistics partner(s) timelines to ensure that hardware products are shipped and delivered to agreed locations within specified timelines
• Managing service partner(s) to ensure that all operational activities such as site surveys, hardware staging, deployment and installation are performed on time and to customer specification
• Creating hardware rollout and deployment plans based on production, site survey and installation timelines
• Elements of vendor KPI, SLA and SLO compliance management
• Working alongside Project Managers to define achievable shipment, survey, deployment and installation schedules for product deployment into the field
• Working alongside Client Account management to communicate project timelines, goals and outcomes
• Supporting the Technical Operations leadership team in the provision of reporting relating to kiosk service execution activity

Customer-facing activity which will include but is not limited to:

• Meeting with potential and newly onboarded customers, to understand their logistical and operational implementation challenges and requirements
• Understanding desired customer deployment timelines and possibilities based on current hardware availability and production timelines
• Overseeing hardware pilot installations with third-party suppliers and vendors to ensure they are completed within agreed timelines and to customer specifications
• Hardware configuration to ensure that our products are tested and working as expected prior to deployment (training provided)
• On-site customer training on Blue Yonder hardware and software products (training provided)

Vendor / Partner activity which will include but is not limited to:

• Running daily sync calls with key partner to manage execution of agreed service deployment plans
• Managing service escalations with responsible partners
• Taking part in vendor / partner MBRs & QBRs to ensure service deployment improvement occurs at a tactical and strategic level
• Work with key partners and vendors to improve existing or implement new service delivery processes
• Running continuous Improvement workshops post deployment to ensure we operating as efficiently as possible.

What We are Looking for

Required Experience, Skills and Attributes:

• A generalist who is highly adaptable and flexible in a constantly shifting landscape, thrives off the challenge of solving problems, and whose goal is getting the job done.
• 3-5 years of experience in hardware field operations management required; ideally in the logistics and / or technology sectors (e.g. self-service kiosks, ATMs, EV chargers, etc.)
• Experience working with 3rd party partners, vendors and service providers
• Strong verbal and written communication skills at all organizational levels
• Team player with time management flexibility who can work with cross-functional, cross-cultural, geographically distributed teams, and all levels of management
• Very strong organization and leadership skills
• Proficient computer skills to include Excel, Word, and PowerPoint
• Ability to work independently and in a team, to solve problems, and execute solutions utilizing creative approaches.

Bonus if you have:

• Experience of project management methodologies, e.g. PRINCE2, PMI
• Experience of process management methodologies, e.g. Six Sigma
• Experience of Mobile Device Management (MDM) or RMM tools (SOTI, Ivanti, etc.)
• Experience with Zebra, TSC, Honeywell or Samsung handheld devices, label printers, mobile phones, etc.
• Exposure to self-service kiosks or terminal technologies and products
• Experience with office collaboration applications and project management tools such as Smartsheet, etc.
• Working within a technology organization, including working alongside and escalating to Technology teams such as DevOps, TechOps, Product Development, etc.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.