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Dell Director, Sales Operations in Bengaluru, India

Principal Accountabilities:

  • Owns, directs and elevates organizational support in process improvement, automation development and sustainment, business intelligence solutions and decision sciences applications to directly impact sales efficacy, customer journey enhancement and order management funnel.

  • Directs the efforts of others in the achievement of the strategic and end-to-end operational objectives of the group.

  • Manages the hiring, staffing, training, and maintaining of a diverse and effective global workforce.

  • Responsible for career development/planning, performance and pay discussions of team members.

  • Focuses on influencing and delivering a positive customer experience according to Dell standards and vision.

  • Improves processes and operational effectiveness.

  • Interacts with cross-functional groups to solve business and customer issues.

  • Provides guidance and strategy on sales, customer, or order problems and delivers solutions.

  • Communicates regularly and effectively with leadership and team.

  • Manages to business level metrics

Principal Responsibilities:

  • Establishes focus for operational teams, managing directors

  • Drives coordination with cross-segment functions

  • Provides overall leadership among sales support leaders and influences how others engage/interact with business service organization

  • Build and sustain Business Intelligence and Analytics support in an IT-supported environment

  • Provide Decision Sciences via supervised and unsupervised learning in support of Consumer and B2B Small Business Sales Strategic Pillars to predict and model operational solutions.

  • Lead Analytic product design and delivery to enable root cause analysis and business process improvement.

  • Build and sustain Robotic Process Automation capability to transform business processes and enable scaling productivity gains and reduced error rates.

  • Manage intake process and governance for business process, data, and automation change requests for global Consumer and B2B Small Business team.

  • Lead Program and Project Management strategy and execution for global Consumer and B2B Small Business programs leveraging Agile, BPI, Six Sigma, or LEAN methodologies, as appropriate.

  • Identify opportunities for improvement in existing processes and automate those processes using RPA (Robotic Process Automation) software

  • Fine tune performance and operational issues that arise with RPA Bots;

  • Provide on-going operational support including upgrades, defect fixes and any Process change activities

  • Lead development teams utilizing Agile/Scrum methodologies

Skills / Qualifications:

  • Hands-On implementation experience with UiPath, Automation Anywhere, or other RPA software

  • In-depth knowledge of technology infrastructure, architecture, and security as it relates to artificial intelligence and RPA

  • Extensive experience in process optimization activities, including process review/assessment, opportunity identification, process design, implementation and business case / ROI development.

  • Knowledge of Lean Six Sigma process methodologies

  • Strong understanding of nuanced challenges faced during process automation modeling/development

  • Project and Program Management experience with PMP/ Agile Certifications

Education and Experience:

  • Bachelor’s degree in an engineering, computer science or IT discipline

  • MBA or technology focused Master’s Degree a plus

  • Additional qualifications a plus such as project management, Agile, Six Sigma black belt, ITIL

  • Typically requires 10+ years diversified leadership, planning, communication, organization and people motivation skill (or equivalent experience)