VP, Customer Service and Sales Operations

Overview
HarperCollins Publishers has an exciting opportunity for an experienced, solutions-driven Vice President, Customer Service and Sales Operations to join our operations team. In this role, you will lead the Customer Services teams and provide support to our B2B, D2C, and international revenue streams. You will also be responsible for driving supply chain alignment with key stakeholders across business segments to create an integrated plan, with short term and long-range strategies for sales and operations. The position will be based in New York City and report to the Senior Vice President of Distribution and Logistics.
Responsibilities

• Develops strategic vision and leads execution of customer support within the organization, which includes managing B2B, D2C, and Sales operations .
• Leads the development and execution of a CRM strategy (MS Dynamics) that efficiently utilizes all capabilities for handling, recording, and managing customer profiles and activity, including metric and claim reporting.
• Creates and oversees a best-in-class customer experience and maximizes call efficiencies, including the implementation of additional modules for AWS phone system and the end-to-end order management process.
• Oversees and drives cultural and organizational change to ensure that the entire company embraces the new centralized customer support initiatives and mission.
• Leads the management of all mission-critical customer and author events.
• Manages departmental expenses to be in line with budgets and adjusts accordingly with revenue.
• Partners with IT to leverage data and develop analytics, insights, recommendations, and solutions to create business improvements.
• Develops and executes project initiatives, change management opportunities, and transformation plans.
• Produces management presentations, including executive performance package with a focus on identifying key performance metrics, targets, KPIs and decisions.
• Facilitates front to back sales forecasting meetings to ensure the accuracy of demand forecasts with an ability to consensus build between functions and stakeholders.
• Works to simplify and drive overall efficiencies and process execution to optimize the physical book supply chain, reduce distributions costs, and supply chain cycle time.
• Oversees the end-to-end order management process for our major customers with a strategic focus on optimizing, order management, distribution, and Customer Service efficiencies.
• Provides strategic insights reporting regarding order management, returns, and in-market stock risk, partnering with sales, inventory and production to mitigate risks.
• Oversees Print-On-Demand program in collaboration with Production and Inventory, including reviewing new business opportunities via POD for global distribution and managing the deliverables.
• In partnership with IT and Sales, directs EDI Efforts to improve profitability, oversees Amazon FLEX program and order management, leads the managing of production issues, price changes, account-specific shipping/logistics issues, smart returns (EDI), markdowns-in-place and other returns mitigation programs.
• Collaborates with other supply chain departments to identify key packing, shipping, and other requirements, including carton labeling, packing slip detail, carton quantities and other customer requirements.
• Improves and automates order allocation logic for trade customers based on rapidly changing marketplace.

Qualifications
Required Skills and Experience:

• Bachelor's degree in Business Administration/Management, Sales/Marketing, or relevant field or equivalent educational and on the job experience
• 10+ years of professional experience in Customer Service with a minimum of 5 + years' experience in a capacity, with direct reports
• Confident self-starter with proven ability to provide creative solutions and influence others while using sound judgement and strategic thinking to drive business results
• Must posses excellent written, verbal and leadership skills, that fosters team collaboration, innovation and transformation
• Customer centric, with the ability to support and resolve differences while maintaining a focus on overall company performance
• Able to manage multiple projects among competing priorities while maintaining balance with clear direction and guidance
• Must be proficient in the Microsoft Office Suite

Preferred Skills and Experience:

• JDE experience a plus
• Microsoft Dynamics CRM experience a plus
• Anaplan experience a plus
• Book publishing experience a plus

HarperCollins Publishers is a company full of people who are passionate about books. When you apply for a position, we want to know why you want to work here, and why you are interested in the job. That's why cover letters are strongly preferred.
The salary range for this position is $200,000-$225,000. We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.
In addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce.
HarperCollins Publishers is an equal opportunity employer.