Director Customer Care and PMO - ISV - Shanghai/Singapore/India
Job description
Job Summary
The World Area PMO will establish a high performing PMO organization that adds value to our customers. The incumbent is responsible for driving the customer value proposition and profitable business growth through world class global project management processes, organization, systems, and tools. Through the regional team and working with the Isolation Valve Business Unit enterprise, the incumbent will drive efficiency as well as speed and cost savings to support desired lead-time, on time, and margin improvements to meet or beat financial commitments.
In
This Role, Your Responsibilities Will Be:
Business Performance:
Lead monthly POR governance calls to report out on World Area status.
Ensure key metrics are achieved (RDSL, PDSL, Past Due, margin uplift, etc.)
Responsible for margin uplift; support project managers in identifying opportunities for margin uplift.
Planning and Execution:
Oversee development of comprehensive project plans for project orders
Ensure documentation provided to customers on time.
Minimize exposure to penalties, familiarity with contract law and regulations.
Support identification of managing post order costs that still allows the project to meet customer requirements, action should be taken to avoid costs.
Organization and People:
Lead a dedicated team across the following areas: project management, internal project management, documentation, customer care, and order entry (if these roles exist within World Area)
Establish a high performing project management team.
Focus on individual and organizational development to improve quality of induvial performance to better serve customers.
Ensure personal goals and development plans are deployed across all members of the team and subject to ongoing review and alignment.
Processes, System, and Tools:
Adhere to global standard processes, support training efforts of team on globally standard processes.
Develop and implement the future quote to cash process and best practices.
Drive project ownership within World Area with clear roles and responsibilities.
Set up measuring and tracking system and tools to monitor performance for continuous development.
Support the development and implementation of essential PM system and tools.
Relationship Management:
Participate in internal/external planning meetings to ensure alignment as needed; interface with customers as required.
Point of escalation in World Area for project concerns for customer, operations, and sales; review change order requests as required.
Build solid relationships with World Area leaders in operations and sales as well as peers in the PMO organization globally.
Participate in customer calls, meetings, and visits as required.
Accountable for:
Ownership of project quote to cash execution and KPI's
Diving efficiency, speed and cost saving to support desired lead-time, on-time, and margin improvements.
Developing an effective PMO organization in the world area
Embracing perfect execution throughout the PMO organization
Executing business following Emerson’s Ethics and Policies
Who You Are:
You communicate in a clear, compelling, and concise way while actively listening to others’ perspectives. You anticipate customer needs and strive to deliver solutions that exceed expectations. You set ambitious goals, maintain high standards, and are recognized for achieving strong results. You remain resilient and focused in dynamic or challenging situations, demonstrating a positive and forward-looking mindset.
For
This Role, You Will Need:
Bachelor’s degree in business or related field; MBA preferred.
Minimum seven years of experience in project management; industrial sector preferred.
Minimum 3 years’ experience in managing a team.
Experience in successful management of multisite, multi-country projects.
Self-starting and ability to motivate a team.
Ability to comprehend technical details/technical literacy.
Ability to remain calm under pressure, acknowledge mistakes, and possess emotional intelligence.
Demonstrated ability to work in a matrix environment within a complex global organization.
Demonstrated ability to influence experienced leaders in many different functions and customers.
Perfect execution/lean background preferred.
Occupational Health and safety acumen.
Preferred Qualifications that Set You Apart:
Demonstrated problem-solving and analytical capabilities;
Proficiency with standard office and reporting tools;
Strong planning, organization, and prioritization skills;
Customer-focused communication and relationship-building skills;
Collaborative mindset with a strong drive for outcomes;
Awareness of occupational health, safety, and compliance practices.
Our Commitment to Our People
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.
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Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
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