Job Description

As TWHK One Fulfillment Team Manager, you will be responsibility for delivering the service operation and lifecycle integration, commercial operation and OTR management for TWHK who also in charge of business intelligence & channel management, data governance & master data management, driving business intelligence to support business strategy & decisions.

Key responsibilities:

1. Service Operations & Lifecycle Integration

• Lead Service Operations & Lifecycle Fulfillment Lead and optimize end-to-end Service Operations to ensure seamless post-equipment fulfillment and lifecycle support. Oversee service workflows covering maintenance contract execution, customer service coordination, equipment service continuity, and service delivery excellence to enhance customer satisfaction and operational effectiveness.
• Drive Equipment-to-Service Integration & Commercial Excellence Partner closely with Equipment Fulfillment, Commercial, Service, and cross-functional teams.
• Manage Service Commercial Operations & Revenue Recognition Provide leadership and governance for service commercial.
• Drive continuous process improvement, Lean execution, and capability development to strengthen service effectiveness, improve scalability, and enable long-term business success.

2. Commercial Operations & OTR

• Lead Commercial Operations processes & mechanisms and implementation. Support strategic imperatives and initiatives to ensure the fulfillment of business requirements and to drive business growth
• Lead local implementation of global commercial excellence & OTR projects. For OTR/ HPM, closely working with global team and satisfied local business requirements
• Drive ITO process of forecasting with sales teams and continue optimizing the process. Leverage e-tools to improve efficiency and risk management … UCM, SFDC, CPQ, etc. Collaborate customer experience resources in different business and internal cross functional teams to solve customer issues and improve customer experience. Lead on time and quality equipment installation with continuous efficiency

3. Data management & Business Intelligence (BI) & Channel management

• Lead data governance & master data management and drive business intelligence to support business strategy & decisions. Commercial Data Analytics & Business Insights Lead business data analysis and performance tracking. Provide data-driven insights through trend analysis, benchmarking, forecasting, and business performance reporting to support decision-making.
• Sales Operations Facilitation & Commercial Support Facilitate Sales Product Case Reviews, Sales Pulse Reviews, and commercial operating mechanisms.
• Commercial Governance, Dealer Management & Compensation Analytics Support dealer management and annual contract renewal processes. Maintain understanding and management of commercial transactional operations.
• Build up team and team capability with establishing a strong BI & Data team, coach and develop team capability in data analytics, database and prototype building, data governance, insights generation, project management and so on.

Qualifications:

• Bachelor’s Degree or above; MBA or equivalent preferred
• At least 15 years’ experience in Sales/Services; Operations and/or Finance roles
• Strong business acumen and good business knowledge and understanding
• Strong strategic & analytical thinking, business-oriented mindset with an entrepreneurial approach to influence at all levels in the Org with engagement to deliver the commitment
• Good team working with cross functions and strong leadership to motivate and manage a sizable & diverse team/ projects
• Reliable, responsive, attentive to detail with high work standard and quality
• Role model to live with Lean mindset and execution on commitment
• Ability to interface and influence at all levels in the organization. Demonstrated ability to excel in a fast-paced organization. Excellent collaboration with different stakeholders
• Excellent written and verbal communication skills

Additional Information