Team Lead - Customer Operations

Who We Are:

Esko is a part of Veralto s Product Quality & Innovation companies. Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Our products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.

Veralto is a global leader in essential technology solutions with annual revenue of nearly $5 billion and a proven track record of solving some of the most complex challenges we face as a society. Our industry-leading companies and globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Mass. with 13 operating companies and 300+ locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world and is united by a powerful purpose: Safeguarding the World s Most Vital Resources .

Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto (VLTO) is creating today.

Veralto s Product Quality & Innovation companies Esko, Linx, Pantone, Videojet, and X-Rite help package and protect the world s food, medicine, and essentials, tracing and authenticating billions of goods that travel the global supply chain every day.

Veralto s Water Quality companies Aquatic Informatics, ChemTreat, Hach, McCrometer, OTT HydroMet, Sea-Bird Scientific, Trojan Technologies and XOS help manage, treat, purify, and protect the global water supply, from municipal and industrial wastewater treatment facilities to lakes, rivers, watersheds, and oceans.

Job Title: Customer Operations - Team Leader

Job Summary: As the Customer Operations Team Leader, you will be responsible for overseeing and managing the licensing support team within the organization. Your primary role will be to ensure smooth and efficient operations of licensing processes, adherence to regulatory requirements, and provide leadership to the team to achieve organizational goals.

Key Responsibilities :

Team Leadership:

• Lead, motivate, and mentor the Customer Operations team to ensure high performance and engagement.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.
• Provide coaching and development opportunities to team members to enhance their skills and capabilities.

Licensing Process Management:

• Oversee all aspects of the licensing process, including config management, documentation review, and technical validation and approval processes.
• Develop and implement efficient workflows and procedures to streamline the licensing process and minimize errors.
• Ensure compliance with regulatory requirements and internal policies throughout the licensing process.

Stakeholder Management:

• Serve as the primary point of contact for internal and external stakeholders regarding licensing matters.
• Collaborate with relevant parties to address licensing issues and inquiries.
• Build and maintain strong relationships with key stakeholders to facilitate effective communication and collaboration.

Quality Assurance:

• Implement quality assurance measures to ensure accuracy and completeness of licensing documentation & delivery.
• Conduct regular audits and reviews to identify areas for improvement and implement corrective actions as needed.
• Monitor key performance indicators (KPIs) to assess the effectiveness of licensing processes and adjust as necessary.

Training and Development:

• Develop training materials and conduct training sessions for team members to ensure understanding of licensing requirements and procedures.
• Keep abreast of changes in licensing regulations and communicate updates to the team as needed.
• Provide ongoing support and guidance to team members to address challenges and enhance performance.

Performance Monitoring:

• Monitor individual and team performance like response time, customer satisfaction scores) and provide regular feedback, coaching and training to the team members.

Issue Resolution:

• Escalate and resolve complex customer requests that team cannot resolve, ensuring high standard of service.

Reporting & Analytics:

• Prepare reports on team performance, customer feedback, and trends to inform management decisions and improve support strategies.

Schedule Management:

• Manage shift schedules to ensure appropriate staffing levels during peak times and minimize customer wait times.

Daily Management:

• Lead the Daily Management calls within the team and discuss about the problems, trends and counter measures taken.

Education al Qualifications:

• Bachelor s degree in business, Communications, or a related field (preferred).

Qualifications & Skills :

Experience:

• 7-8 years professional experience in Customer Support role.
• At least 3-4 years experience as a team leader within customer support department.

Skills:

• Strong leadership and coaching abilities with a focus on motivating and developing team members.
• Excellent communication and interpersonal skills, with the ability to engage and influence others.
• Problem-solving skills with the ability to manage complex situations and de-escalate difficult scenarios.
• Ability to analyze performance data, identify trends, and implement improvements.
• Knowledge of customer support software (e.g., Jira, Zendesk, Freshdesk, Salesforce)
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Strong attention to detail and ability to work independently and within a team.
• Proven experience in working in MS office suites like Excel, PowerPoint, etc..

• Preferred Attributes:
  • Strong understanding of customer experience principles and best practices.
  • Proven track record of successfully leading a customer support team.
  • The highest levels of personal and professional integrity and ethics, and unquestioned integrity in each of his/her initiatives.
  • High degree of confidence, assertiveness, and mental resilience.
  • Ability to work collaboratively with colleagues across cultures and staff to create a results-driven team-oriented environment.
  • Ability to handle work pressure during month ends, quarter ends and year end closing.
  • Proactive to the problem at hand, as well as challenging how we eliminate problems in future.
  • Excellent listening skills and ability to understand and interpret customer needs and manage customer expectations.
  • Fluency in English
  • Experience in setting and achieving performance targets and KPIs.
  • Familiarity with industry-standard customer support processes and workflows.
  • Willing to work on Saturdays AND/OR Sunday as on-call support.
  • Ability to work in shifts as this is 24/5 support organization. The shift timings are as follows:
    • APAC Shift: 06:30 AM till 03:30 PM IST
    • EMEA Shift: 02:30 PM till 11:30 PM IST
    • US Shift: 10:30 PM till 07:30 AM IST

What We Value

We believe that real breakthroughs come from teams that think big and respect each other s differences - different ideas, different perspectives, and different experiences. We encourage all voices to be heard, both internally as we collaborate and externally as we listen to our customers most pressing needs. And we would love to have you on this journey with us! Apply today.

Our Culture

More important than what we do is how we operate together as a team across our global organization. Each of our businesses has a unique local culture which is inspired by variety of perspectives our diverse team members bring to the table. However, Veralto and all our businesses share the same foundation comprised of our values and passion for continuous improvement through the Veralto Enterprise System that enables our teams to bring our unifying purpose to life around the world.

Our Values

• We serve humanity with purpose and integrity
• We unlock ingenuity for customer success
• We deliver results as a team
• We continually improve for enduring impact

Our offer

• We grow talent; we give you the opportunity to develop your career based on your strengths. ESKO is a career destination for engaged passionate and talented people who are driven to seek innovation, growth and opportunity.
• A career with ESKO will push you and challenge you, providing growth opportunities and the
• prospects to advance your career.
• If you are a driven high achiever, you will work with committed, like-minded people, giving you the
• support to reach your full potential.
• At Veralto, your potential is amplified. Our culture of continuous improvement defines who we are, drives our success, and translates to a career without limits for our team of curious associates.

Equal Opportunity:

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.