Customer Operations Specialist

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.

Overview:

Join Xerox as a Customer Operations Specialist, where you will manage and execute contracted Managed Services while supporting a high-quality customer experience. In this customer-facing role, you will coordinate day-to-day service delivery, monitor operational performance, manage escalations, and provide reporting and analysis to help ensure contractual commitments and service levels are achieved. You will collaborate with customers, internal teams, and third-party partners to resolve operational issues and continuously improve service delivery.

Why Join This Team:

• Manage day-to-day Managed Services operations across customer accounts
• Build relationships with business customers while supporting service quality and customer satisfaction
• Collaborate with multidisciplinary teams, partners, and customer stakeholders
• Use operational data and performance metrics to identify opportunities for service improvement
• Develop expertise across service delivery, customer operations, contracts, and business processes
  
  

• Manage day-to-day Managed Services operations, including hardware orders, device changes, issue resolution, consumables, inventory, and install-base accuracy
• Monitor service performance and contractual SLAs, manage escalations, and coordinate resolution with internal teams and third-party partners
• Prepare and present operational reports, performance metrics, action plans, and monthly customer operations reviews
• Analyze operational data, consumable reconciliation, and service trends to support customer experience, operational performance, and revenue recovery
• Maintain customer communications, support minor contract amendments, and help ensure services align with applicable contractual requirements and business processes
  
  

• BA, BS, or BBA degree in Business, or equivalent experience
• 4 or more years of experience in operations or service delivery with responsibility for customer satisfaction and service-level attainment
• Experience working directly with business customers and collaborating with multidisciplinary teams
• Ability to interpret Statements of Work, understand contractual requirements, and support contract changes or minor amendments
• Strong analytical, problem-solving, reporting, presentation, and Microsoft Office skills with the ability to manage multiple priorities
  
  

• Opportunities to develop expertise in Managed Print Services, customer operations, and technology-enabled service delivery
• Exposure to business process documentation, standard work, and continuous improvement initiatives
• Collaboration with customers, global teams, cross-functional partners, and service organizations
• Opportunities to apply process improvement methodologies such as Six Sigma, Lean, or TQM
• Exposure to project management and ITIL or ITSM practices that can support continued professional development