L2 Manager_ Consumables Operations Manager

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

JOB SUMMARY:

Under the general direction of the Global Process Lead and Site Process Lead, the Second Line Operations Manager provides strategic leadership, governance, and oversight for the Consumables Management organization. This role is accountable for operational excellence, customer satisfaction, KPI achievement, workforce management, stakeholder engagement, continuous improvement, and organizational capability development across multiple teams. The position ensures alignment between business objectives, process standards, and operational execution while driving transformation initiatives and long-term service delivery strategies.

KEY ROLES & RESPOSIBILITIES:

OPERATIONAL LEADERSHIP & GOVERNANCE

• Own overall operational performance and service delivery results of the Consumables Management organization.
• Establish operational goals, governance mechanisms, and performance frameworks aligned with business objectives.
• Provide leadership and direction to Operations Managers to ensure achievement of service, quality, productivity, and customer satisfaction targets.
• Monitor and govern KPIs, SLAs, customer commitments, and operational health metrics.
• Lead regular business reviews with stakeholders, process owners, and executive leadership.
• Ensure consistent execution of global standards, policies, and operational controls.
• Drive risk management, business continuity, and compliance activities across the organization.
• Provide executive-level escalation support for critical customer, partner, and operational issues.

STRATEGIC PLANNING & BUSINESS MANAGEMENT

• Translate organizational objectives into executable operational strategies.
• Develop and execute annual operational plans, workforce strategies, and capacity management plans.
• Identify opportunities to optimize service delivery, productivity, quality, and cost.
• Establish long-term roadmaps that support growth, scalability, and operational maturity.
• Partner with process owners and global leaders in defining future-state operating models.
• Drive organizational readiness for new business requirements, process changes, and technology adoption.

CONTINUOUS IMPROVEMENT & TRANSFORMATION

• Champion a culture of continuous improvement and operational excellence.
• Sponsor automation, digital transformation, and process improvement initiatives.
• Lead cross-functional efforts to remove operational barriers and improve customer experience.
• Oversee root cause analysis and implementation of sustainable corrective actions.
• Drive adoption of Lean, Six Sigma, automation, reporting, and analytics solutions.
• Measure realized benefits from transformation initiatives and ensure business value delivery.

PEOPLE LEADERSHIP & TALENT DEVELOPMENT

• Lead, coach, and develop Operations Managers and emerging leaders.
• Build organizational capability through succession planning, workforce development, and leadership coaching.
• Drive employee engagement, retention, and culture initiatives.
• Establish clear performance expectations and ensure consistency in talent management practices.
• Lead workforce planning, recruitment, and resource allocation decisions.
• Foster a high-performance culture focused on accountability, collaboration, and innovation.

STAKEHOLDER & CUSTOMER MANAGEMENT

• Serve as primary operational leader for senior stakeholder engagement.
• Build strong partnerships with internal and external business partners.
• Present operational performance, risks, opportunities, and strategic recommendations to leadership.
• Drive alignment between customer requirements, process governance, and operational execution.
• Ensure timely communication and resolution of major service-impacting issues.

FINANCIAL & RESOURCE MANAGEMENT

• Manage operational budgets and resource plans.
• Ensure effective utilization of personnel, systems, and business resources.
• Identify cost optimization opportunities while maintaining service quality.
• Support business case development for investments, automation, and organizational growth.

STRATEGIC PROJECTS

• Lead large-scale operational and transformation programs.
• Sponsor UAT, implementation, and change management activities.
• Ensure successful transition and adoption of new tools, processes, and operating models.
• Provide executive sponsorship and governance for key strategic initiatives.

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

• Bachelor's Degree in Business, Engineering, Information Technology, Operations Management, or related field.
• Minimum 8 to 10 years of experience in Shared Services, BPO, IT-BPM, Operations, or Service Delivery environments.
• Minimum 5 years of people leadership experience managing managers.
• Demonstrated experience leading multiple operational teams and large-scale service delivery organizations.
• Experience in stakeholder management and executive-level communication.
• Strong background in business transformation, operational excellence, and continuous improvement.
• Experience leading global or regional teams is preferred.
• Lean Six Sigma Green Belt or Black Belt.
• PMP, PRINCE2, or equivalent project management certification.
• Change Management certification preferred.