Service Operations Development Manager - Phoenix

  • Company: Coca-Cola
  • Posted: June 01, 2017
  • Reference ID: 40925
The Service Operations Development Manager (SODM) is responsible for service and install network capacity planning including sourcing and qualifying prospective service providers across North America and expanding their capability. In addition this role is responsible for service metrics analytical support and parts management support across the service network. Working closely with the Service Operations Managers, Bottling and 3 rd party network, sales support, and customer operations, the SODM plays a key role in driving consistent service performance, timely response, while ensuring proper cost management to help achieve our goal of becoming our Customer's most valued supplier. Partnering with SP to deliver best in class service experience for our customers.


Optimize Core Service Bundle
    • Reactive & Scheduled Service Capability/Capacity Development (provider consultation)
      • Capability Building through value added consultative services
      • ii. Determine Manpower Needs for SP
      • iii. Lead Parts Management Processes/Tools to Ensure Sufficient Parts Inventory
      • iv. Implement Operating Effectiveness/Best Practices
      • v. Assess/Implement Technician/Management Training
      • vi. Qualifying/Sourcing incremental service providers
    • Assist Annual/Long Term Joint Venture Business Planning
      • Assist in Market Segmentation Analysis (A/B/C)
      • ii. Influence Strategic Change within SP and Marketplace
      • iii. Schedule A, Policies & Procedures, SLA Communication
    • Performance Management
      • SLA Analysis Support Across Service Network
      • ii. Identify/Communicate Opportunity Areas
      • iii. Develop/Implement Corrective Action Planning
      • iv. Lead Hot Spot Reviews Across Service Operations
      • v. Create process improvement to cover more geography
      • vi. Perform Field Audits to Ensure Compliance
    • Collaborative, Proactive Working Relationships
      • Leverage win/win scenarios to drive relationships
      • ii. Influence critical service leaders
      • iii. Provide consultation support to providers
      • iv. Share Key Learnings Across Service Operations

Execute Key Customer Initiatives/Strategic Innovation

    • Project Execution
      • Align with Account Teams (project plan expectations)
      • ii. Capability/Capacity Assessment
      • iii. Audit Performance
      • iv. Issue Resolution
    • Implement Innovation
      • Parts Management Support Across Service Operations
      • ii. Support Market Activation
      • iii. Capability/Capacity Assessment
      • iv. Service/ Installation Training Coordination
      • v. Issue Resolution


  • Financial Management Assistance to SOMs
    • Capital/Equipment Control
    • Assist Annual Rate Negotiation
    • Assist SP Cost per Call Management
    • Consult SP on economics, operating costs

  • Stewardship/Influencing the system
    • 3rd party Service providers
      • i. Clearly communicate performance wins and improvements
      • ii. Manage work activities appropriately within Marketplace

  • Operations Training and Development
    • Provides operational Subject Matter Expertise to internal client groups.
    • Voice of Customer back to Network and cross functional resources

  • Collaborative, Proactive Working Relationships
    • Routine Communication
      • i. Service Operations Managers
      • ii. Sales support
      • iii. Customer Operations
      • iv. Network
      • v. Customer Care


• BS/BA/MBA (or equivalent)
• 4 years operational management experience
• Operations Assessment - advanced
• Project Management - advanced
• Ability to Influence - advanced
• Advancing supplier Relationship - advanced
• Determining Financial Impact - advanced
• Strategic Thinking - Advanced
• Complex Problem Solving - proficient

Planning and Organizing:
  • Ability to handle multiple work streams concurrently.
  • Ability to prioritize and re-prioritize based on situation.
Problem solving:
  • Able to make decisions independently.
  • Able to be flexible to customer/client nuances
  • Able to drive results through effective influencing of clients, customers and cross functional teams.
  • Written and Verbal
Technical acumen:
  • SME on equipment and installation requirements
Supplier management:
  • Understand the big picture implication of decisions and actions
  • Volume and revenue vs cost management
Project management
  • Managing multiple tasks
  • Ability to Prioritize
Relationship Skills (Network Development)
  • Team Building
  • Customer
  • Vendors
  • Cross Functional
  • Sales

Leadership Behaviors:
  • DRIVE INNOVATION: Generate new or unique solutions and embrace new ideas that help sustain our business
  • COLLABORATE WITH SYSTEM, CUSTOMERS, AND OTHER STAKEHOLDERS: Develop and leverage relationships with stakeholders to appropriately stretch and impact the System (Company and Bottler)
  • ACT LIKE AN OWNER: Deliver results, creating value for our brands, our System, our customers and key stakeholders
  • INSPIRE OTHERS: Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible
  • DEVELOP SELF AND OTHERS: Develop self and support others' development to achieve full potential

Honesty and integrity have always been cornerstone values of The Coca-Cola Company. Our passion for people of integrity mirrors our spirited drive for total quality in our brands. These and other elements allow the company to sustain strategic practices and drive business performance. The Personnel Integrity Assurance Program is another step toward making The Coca-Cola Company the premier workplace. This process includes a pre-employment background investigation that applies to all applicants, employees, and contractors of the company. The scope of this inquiry may cover such elements as education, employment history, a criminal history check, reference checks, and a pre-employment drug screen. Designated countries or sensitive positions within the company may have more stringent standards.

The Coca-Cola Company is the world's largest beverage company, refreshing consumers with more than 500 sparkling and still brands and more than 3,800 beverage choices. Led by Coca-Cola, one of the world's most valuable and recognizable brands, our Company portfolio features 20 billion-dollar brands, many of which are available in reduced-, low- or no-calorie options. Our billion-dollar brands include Diet Coke, Coca-Cola Zero, Fanta, Sprite, vitaminwater and Powerade. Through the world's largest beverage distribution system, we are the No. 1 provider of both sparkling and still beverages. More than 1.9 billion servings of our beverages are enjoyed by consumers in more than 200 countries each day. With an enduring commitment to building sustainable communities, our Company is focused on initiatives that reduce our environmental footprint, create a safe, inclusive work environment for our associates, and enhance the economic development of the communities where we operate. For more information, visit Coca-Cola Journey at Coca-Cola Beverages (Shanghai) Ltd. an indirect wholly owned subsidiary of The Coca-Cola Company, provides marketing and technical/quality services to The Coca-Cola Company in China.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
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