Customer Operations Manager (Vietnam Based)

Note: This role is on-site based in Vietnam. Relocation assistance will be provided, if applicable.

MiTek® is a global provider of building solutions for the residential and commercial construction industries. Utilizing software, services, engineered products, and automated manufacturing equipment, MiTek partners with clients to accelerate their genius and deliver breakthroughs in building.

With a rich 60-year history and a network of 6,500 team members worldwide, MiTek pairs local expertise with global capabilities. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

Learn more at www.mii.com.

Role & Responsibilities:

• Developing and implementing strategic initiatives in conjunction with MiTek Customer segment leaders to develop new business opportunities and achieve company growth budgets
• Monitoring, analyzing, and improving the current system of production – and determining appropriate strategies for positive development
• Being responsible for effective and efficient workforce planning through the identification and rectification of skill gaps and resource level imbalances
• Liaising and interacting with all team members to ensure continuous improvement
• Communicating with all customers and other stakeholders to the highest level of quality applicable, including growing our customer base
• Positively and proactively participating as a member of the MiTek Senior Management Team (SMT), united in the pursuit of operational excellence; liaise and interact with other SMT team members to ensure continuous improvement.
• Supporting recruiting, training, and personal development of our staff, including tracking, measuring, and improving staff performance
• Working with MiTek Customer Segment leaders to further develop business within our customer channels
• Liaising with existing customers to further develop the relationship through continued value creation to retain and enhance their business
• Relationship development with new customers globally and ensuring that appropriate resources are allocated where required to maximize business development for MiTek’s long-term sustainable success
• Providing coaching, mentoring, and support to the Operations Manager(s) and Team Managers to achieve an integrated, employee-orientated, high-performance culture for the Operations team
• Liaising with, supporting, and ensuring that adequate training and development is provided by the Learning, Development & Performance team for new recruits/trainees and existing staff
• Continuing to grow the MiTek family by supporting the customers and ensuring the highest level of service is provided to all customers
• Other reasonable duties, as requested

Requirements

• Whilst formal university qualifications are desirable, the successful candidate must have 10 years of experience within the construction or related industry with an in-depth knowledge of global building practices and operations.
• An excellent understanding of the operations and capability of construction software relevant to GM’s specific division.
• Demonstrated exemplary customer service is critical and would include relevant evidential skills including patience, attentiveness, communication, product knowledge, positive language, and time management.
• Undertaken a leadership role within the Australian / North American / UK & Europe building & construction industry is mandatory with a focus on residential or commercial construction.