Sales Operations Manager

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

JOB PURPOSE/MISSION/SUMMARY:

As a team manager, the Sales Operations Support Manager is responsible for growth and development, including access to tools and resources required for the team to be successful.

The Sales Operations Support Manager reports to the L2 Manager (if available)/ Site Process Lead (SPL) and coordinates closely with other Lexmark functional teams, global counterparts, and the rest of the GBS Workstreams.

KEY ROLES & RESPONSIBILITIES:

• Drives operational effectiveness in managing day-to-day operations to ensure quality and effectiveness in the team’s execution.
• Oversees a diverse group of functions supporting the traditional, enterprise, channel sales teams and country sales operations teams on activities within the scope of the functions being supported.
• Adopts and advocates for the standard processes, tools, and methodology. Supports internal initiatives to deploy new/improved processes and tools.
• Manages and analyzes individual and team performance to meet targets and SLAs. Works with the L2 manager/SPL as part of the operational governance & KPI reviews.
• Provides meaningful reporting to stakeholders and senior management in a timely and effective manner.
• Demonstrates continuous improvement aimed toward achieving operational excellence across the different functions within the team. Provides recommendations for business process and productivity improvements through simplification of projects/initiatives, process improvements, and cost reductions.
• Develops an overall team strategy to align with the department and area direction. Aligns with the stakeholders on the mission, initiatives, and actions to support short and long team goals.
• Develops and maintains a strong relationship with the stakeholder community and communicates to them the team’s value-add.
• Facilitates effective staff, team, internal and interdepartmental communication.
• Facilitates collaboration with the cross functional teams in the organization necessary in the execution of the processes from end to end.
• Deals effectively with complaints and issues, taking the appropriate action necessary to drive resolution including the facilitation of the escalation to the relevant teams.
• Supports the L2 Mgr./SPL in developing and planning department/area improvement programs, initiatives, and strategy.
• Takes on ad hoc and stretched assignments as necessitated by the business or as part of growth and development.
• Provides a work environment that engenders positive energy, creativity, and teamwork amongst employees, ensuring safety in the workplace.
• Manages staff in accordance with company rules and procedures. Establishes departmental rules, procedures, and creates work schedules that ensure achievement of departmental key objectives.
• Executes performance management processes in accordance with Lexmark and department policies. Develops organizational capability by looking at the structure and competency of staff. Coaches, mentors and develop direct reports, and assists in the identification of staff training requirements.
• Responsible for hiring, training, and onboarding new resources in the team.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

• Demonstrates effective communication skills, able to present and demonstrate complex procedures and proposals to multi-functional, diverse groups.
• Demonstrates ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format.
• Possess strong negotiation skills; demonstrates the ability to influence and negotiate required.

• Can think of a big picture and demonstrate an ability to be detail oriented; anticipate and know when to get into the details.
• Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering support commitments. Able to develop and adapt business processes after evaluating multiple solutions.

• Exercises sound, prudent, and ethical business judgment at all times.
• Demonstrates a high level of business acumen.
• Well-developed management skills both principles and people.
• “Hands on" management style. Drives team involvement with the rest of the functional teams across the organization.

• Takes personal responsibility for correcting customer service problems within the area of responsibility. Makes self-available to customers particularly during critical time periods.
• Makes concrete attempts to make things better for the customer.
• Identifies solutions that have long-term benefits for the customer.

Technical Competence:

• Proficiency in MS Office Suite applications including word processing, spreadsheet, and presentation software. Working knowledge and MS office suite basic skills are required.
• Comfortable using various tools and systems required while doing support and the delivery of services such as but not limited to CRM tools, Analytics, etc.

• Can demonstrate the ability to read and understand a project plan. Demonstrates good organizational skills and able to manage tasks to a timeline.
• Ability to plan and organize resources to deliver required objectives in a defined situation.

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

• Bachelor’s Degree or University Degree of the equivalent
• Leadership and management experience in any Sales, Operations, or BPO Industry is preferred.
• Experience working with people on different levels.
• Experience managing multi-disciplined teams that are geographically dispersed.
• Experience with the delivery of operations using technology solutions
• Experience working in and navigating through a matrix organization to obtain information or desired results.