Manager, Customer Operations

Job Description

Manager, Customer Operations

The Customer Operations team is responsible for overseeing the planning and execution of physical product delivery to Retail. The includes the management of Retail and Distributor accounts such as Walmart, Target, Amazon and other commercial partners. The team also manages 3rd party partnerships which provide services for vendor managed inventory (VMI), distribution, transportation and merchandising.

The Manager is responsible for the day-to-day leadership of accounts, including consistent compliance with SLA and KPI (performance) standards. This position will ensure that company/commercial goals are met and will provide team coaching to drive best practices, resulting in optimized costs.

Responsibility:

Leadership and coaching of team through active engagement, challenging assumptions, and thinking outside of the box
• Ensure account teams meet established KPIs including: In-Stock, Returns Rate, Weeks of Supply, Sell-Thru and Allocation Accuracy
• Demonstrate in-depth understanding of account characteristics and process flows
• Monitor and identify account trends based on promotional activity, title/fixture performance, and seasonality and suggest forecasts and replenishment adjustments
• Cultivate and maintain strong Retail and Sales relationships to support Sony's standing as 'best in class' partner
• Motivation of team to achieve highest output and service levels to internal and external customers
• Troubleshoot, document, and escalate programming and data integrity issues
• Assist in the development and maintenance of business process documentation

Leadership and participation in projects which have an impact on SPHE resources and profitabilty
• Critical System Development and Transitions
• Distribution/Transportation Enhancements and Transitions
• Retailer Supply Chain Initiatives
• 3rd Party Engagement

Job Requirements:
• Bachelor's degree in Business, Economics, Finance, Statistics or Supply Chain or equivalent experience
• 2-3 years of experience Finance, Statistics or Supply Chain or equivalent experience

* Sony Pictures - CA - Culver City Area & Studios

Jobcode: Reference SBJ-gwjjwp-3-139-70-131-42 in your application.