About Job

Apkudo is seeking a Regional Program + Operations Lead to serve as the primary operational owner for our North America customer accounts, playing a key role in ensuring quality, efficiency, and customer satisfaction through exceptional execution. This role is the key liaison for all execution and delivery matters, supporting the Strategic Account Manager who owns the overall relationship, including commercials, revenue/margin plan, and growth objectives.

The successful candidate will translate customer commitments into reality by leading the operational teams, managing the day-to-day delivery, and serving as the main point of contact for the customer on all operational issues. A collaborative team player, the Regional Program + Operations Lead will effectively support the strategic goals set by the Account Manager.

About the Travel Requirement

This role requires up to 50% travel, which may involve domestic and international trips to visit customers, partner with internal teams, and support operational execution. The candidate should be comfortable with frequent travel and able to effectively manage their time to meet the demands of this role.

Skills & Qualification

• Bachelor's degree in Business, Management, Engineering, or a relevant field. A relevant field may include a degree in a field related to logistics, operations, or technology.

• 5+ years of experience in Technical Delivery, Operational Management, or a similar client-facing execution role. Experience in managing cross-functional teams, leading operational teams, and driving delivery excellence is highly valued.

• Experience in the mobile/connected device, consumer electronics reverse logistics, and/or SaaS industries is a strong plus. Knowledge of industry trends, best practices, and emerging technologies is also highly desirable.

• Strong analytical, problem-solving, and prioritization skills are essential to driving end-to-end delivery, managing operational teams, and resolving complex tactical issues. These skills include the ability to analyze complex data sets, identify areas for improvement, and implement process changes.

• Exceptional communication and client-relationship skills, with a proven ability to be the trusted operational contact for customers. Strong written and verbal communication skills, including the ability to effectively present ideas, negotiate, and influence stakeholders.

• High levels of integrity and discretion in handling confidential information. The ability to maintain confidentiality, handle sensitive information, and ensure the security of customer data is critical.

• Successfully managed project plans, schedules, and budgets. Experience with project management tools, Agile methodologies, and Scrum is highly valued.

• Proven experience in team leadership and cross-functional collaboration, including partnership with internal teams (Engineering, Product, Finance). Strong leadership skills, including the ability to motivate, develop, and direct teams to achieve operational excellence.

• Strong understanding of operational processes, including process improvement and implementation. Knowledge of industry-recognized quality management systems (QMS) and ability to implement best practices in quality assurance and control.

• Strong problem-solving and analytical skills to track development progress against customer needs. Ability to analyze complex data sets, identify areas for improvement, and implement process changes.

• Proficiency in relevant project management tools and techniques, such as Agile methodologies. Experience with project management software, including tools like Asana, Jira, or Trello is highly valued.

• Strong leadership and collaboration skills, including the ability to work with cross-functional teams, build partnerships, and drive results.

• Excellent communication and presentation skills, including the ability to effectively communicate with customers, stakeholders, and internal teams.

• Ability to work in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously.

• Strong analytical and problem-solving skills, including the ability to analyze complex data sets, identify areas for improvement, and implement process changes.

• Highly organized, with the ability to manage multiple tasks, projects, and priorities effectively.

• Strong collaboration and leadership skills, including the ability to work with cross-functional teams, build partnerships, and drive results.

Responsibilities

• Operational Execution & Delivery Management: Directly manage and maximize the efficiency of North American on-site and remote support engineering teams to meet delivery targets, ensuring Apkudo delivers on its commitments on time and to the required standard.

• Team Leadership: Lead the operational teams in North America, promoting a culture of quality, efficiency, and customer satisfaction.

• End-to-End Delivery: Own the tactical execution of deployments and daily operations to meet customer business requirements, collaborating with Product and Engineering teams to capture, document, and prioritize technical/functional requirements based on customer needs.

• Program Management: Develop and monitor detailed project plans, manage maintenance windows, and drive the resolution of tactical impediments and issues, defining and monitoring SLA’s and KPIs for operational performance, quality, and financial efficiency.

• Primary Customer Liaison for Operations: Serve as the main point of contact for customers on all operational, technical, and delivery-related issues, leading weekly operational customer meetings to review performance, address challenges, and communicate status updates.

• Performance Tracking: Define and monitor SLA’s and KPIs for operational performance, quality, and financial efficiency (e.g., project cost vs. budget).

• Cross-Functional Support: Partner closely with the Strategic Account Manager to support their efforts in growing the business, providing operational insights and ensuring delivery excellence underpins account strategy.

• Process & Requirements: Collaborate with Product and Engineering teams to capture, document, and prioritize technical/functional requirements based on customer needs.