Business 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.

Business Operations Manager (BOM) – Individual Contributor

Role Summary

The Business Operations Manager (BOM) is an individual contributor role responsible for ensuring end‑to‑end execution of Lexmark’s Managed Print Services (MPS) contracts in alignment with customer Statements of Work (SOWs), global processes, and SLA commitments. This role partners closely with Country Operations Teams, Control Tower Managers, and Global Back‑Office Teams to ensure operational excellence, compliance, and customer satisfaction.

✅ Minimum / Must‑Have Qualifications

• At least 5 years of relevant experience in business operations, managed services, or a similar enterprise operations role
• Strong background in Project Management, including coordinating cross‑functional initiatives and driving execution
• Proven experience in Account Management, supporting ongoing customer engagements and contractual delivery
• Solid Client / Customer Relationship Management skills with the ability to engage diverse stakeholders
• Excellent communication skills (written and verbal), with confidence in meetings, presentations, and customer interactions
• Demonstrated practical problem‑solving skills, especially in resolving non‑standard or complex customer and contract scenarios
• Ability to interpret customer contracts (SOWs) and translate requirements into operational actions
  
  

• Serve as a subject matter expert (SME) on Lexmark MPS capabilities, services, and back‑office operations
• Consult and support pre‑sales teams to ensure contractual feasibility and alignment with Lexmark processes
• Interpret, manage, and maintain customer SOWs, including contract changes and non‑standard requirements
• Coordinate customer setup and onboarding with operations, Cebu WW teams, and back‑office functions
• Monitor and audit operational execution to ensure contractual compliance and SLA delivery
• Handle escalations and resolve issues related to billing, consumables, entitlement, and account discrepancies
• Provide operational transparency, confidence, and governance to Country Operations Teams
• Collaborate with Operations Control Tower Managers to meet quality, performance, and SLA expectations
• Support system enhancements, process changes, and continuous improvement initiatives
• Participate in testing, documentation, and rollout of end‑to‑end process improvements
  
  

• Action Oriented – proactive, decisive, accountable
• Perseverance – resilient, persistent under pressure
• Learning on the Fly – adaptable, fast learner in changing environments
  
  

• Strong analytical and cross‑functional problem‑solving skills
• Process Management – workflow optimization, KPI awareness, efficiency focus
• Ability to interpret complex contracts and translate them into operational actions
  
  

• Customer Focus – understands how back‑office execution impacts customer experience
• Peer Relationships – builds trust, encourages collaboration across geographies
• Clear escalation ownership and accountability
  
  

• Strong listening and stakeholder management skills
• Clear, concise communicator in meetings and written formats
• Confident presenter who can adapt messaging midstream
  
  

• Quick learner of enterprise systems (SAP, Siebel, ERP platforms)
• Advanced Microsoft Excel skills
• Nice to have: Power BI, Power Automate, process visualization tools
  
  

• 3–5+ years experience in operations, project management, account management, or contract management
• Strong exposure to global operations or shared services environments
• Bachelor’s degree in business, Engineering, or related field (Graduate degree is a plus)
• Experience working with virtual, cross‑regional teams
• Lean Six Sigma or process improvement exposure is an advantage
• Finance and basic P&L understanding is a plus
• Role Characteristics
• ✅ Individual Contributor (NOT a people manager role)
• High degree of autonomy with minimal supervision
• Extensive cross‑functional and stakeholder interaction
• Strong governance, coordination, and execution focus
  
  

• Supports North America accounts
• Monday: 12:00 PM – 9:00 PM
• Tuesday–Friday: 10:00 AM – 7:00 PM
• Hiring manager availability: 2:00 PM onwards
• Initial work‑from‑home, transitioning to hybrid (3 days onsite / 2 days WFH) once facilities are ready
• Role requires flexibility for evening calls with US stakeholders