What are the responsibilities and job description for the Head of Global Client Program Delivery position at CompoSecure?
About CompoSecure
Founded in 2000, CompoSecure (Nasdaq: CMPO) is a technology partner to market leaders, fintechs and consumers enabling trust for millions of people around the globe. The company combines elegance, simplicity, and security to deliver exceptional experiences and peace of mind in the physical and digital world. CompoSecure's innovative payment card technology and metal cards with Arculus security and authentication capabilities deliver unique, premium branded experiences, enable people to access and use their financial and digital assets, and ensure trust at the point of a transaction. For more information, please visit www.CompoSecure.com and www.GetArculus.com.
About the role:
The Head of Global Client Program Delivery at CompoSecure is a pivotal role responsible for overseeing and enhancing end to end product delivery to our partners and customers. This position ensures the seamless execution and monitoring of global product quality, and drives proactive measures to maintain and improve service and product standards. Key responsibilities include close collaboration with the operations team at partner service centers and personalization equipment suppliers to stay abreast of the latest capabilities and strategies.
Responsibilities:
- Responsible for delivery and monitoring of the service for partners and customers, including the measurement and follow-up of the global service execution and quality
- Responsible for triggering and deploying necessary actions
- Regular interaction with operations team at partner service center network
- Regular interaction with perso equipment suppliers - knowing the lastest perso capabilities and global strategies
- Review of any personalization issues and proactive communication to avoid them
- Ensure full transparency of technical communications including chip migration
- Synchronize introduction and ramp up of new product or program between CompoSecure and partner perso center (eg mirror)
- Responsible for the service delivery follow-up
- Align operation and delivery with contractual elements
- Consolidate operational and performance indicators, provide analysis and propose actions (Volumes/forecast, SLA, orders...
- Anticipate evolutions and coordinate change request/ new product introduction
- Identify and mitigate operational risks vs strategy (readiness of perso center, leadtimes)
- Responsible for coordination of timely answers to quality issues
- Manage Governance, escalation matrix and coordinate routines
- Consolidate local & global key program status and provide management feedback (eg multiple perso locations for new product introduction)
- Drive Quality & process improvement in conjunction with other departments
- Manage and deploy quality requirements across partner sites
Requirements:
- Service management
- Communication and presentation skills at the executive level
- Ability to communicate effectively across multiple departments
- Strong presence and ability to represent the company and have authority in difficult situations
- Data gathering, analysis, and presentation of key findings
- People skills in change management, diplomacy
- Program & project management
- Basis in Lean/Continuous improvement (LSS Yellow Belt or similar)
CompoSecure is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
