Operations Manager - US - Military Veterans

Project Manager
Operations Manager

In the Operations Manager role, the LPL (Lifecycle Product Licensing) Program Manager is the assigned focal and point of contact for Customer-related inquiries/actions and order management needs. The PM is responsible for driving top-level LPL actions such as Contract Consent and innovation, through end-to-end ownership of Customer and Licensee engagement.

Responsibilities may include but are not limited to:

• Serve a Customer engagement Lead for internal/external stakeholders and licensee.
• Manage / Create communication with internal stakeholders (Order Management, Business Team).
• Work with Business Team and Licensee on obtaining “Consent signature” from contractual customers.
• Facilitate purchase order and contract novation between External customer(s) and Licensee
• Aid Licensee in readiness plan for External customer(s) (E.g. Facilitate 3-way calls with HW, End Customer and Licensee, .ppt preparedness, transition milestones, etc.)
• Review customer contracts for removing or maintaining existing LPL part numbers, to ensure compliance with APLA terms and conditions
• Attend Site visits when required, for in-person working sessions with Licensee.
• Drive any internal changes required due to customer actions, process requirements, and process changes.
• Project Manage execution of different stages of LPL, keep track of actions, timelines and set up reviews/calls as appropriate

Location for this position is Phoenix, AZ

Qualifications
Basic

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 7 years of relevant work experience

Preferred

• Ability to be on top of the order book and be proactive with communication to avoid and eliminate unnecessary cases
• Ensure adherence to standard work and relevant customer-specific work. Must support your customers and their processes
• Ability to communicate and present the problem effectively
• Good written and oral skills
• Understanding the customer need and working towards resolution within the confines of business rules
• Ability to articulate problem statements and bad news / status with empathy
• Strong MS office skills, SAP, Salesforce.com
• Ability to keep customer updated and resolving the case with speed and act with a sense of urgency
• Order Entry, quote entry etc.
• Root cause & corrective action mindset / experience including defect identification & resolution. CSS should not be afraid to ask for help and escalate when help is needed, utilizing the defined processes for the role.

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face-to-face.

About Us
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 57,694 employees from 111 nationalities, as of March 2024.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.