This position involves end-to-end operations responsibility for the Indirect (BSD/ASP/Self-maintainer/DSP) Partner Programs in North America. Key responsibilities include partner application, selection, onboarding/setup, performance/program compliance, and termination. The partner manager works with the Lexmark operations and systems teams and partners/dealers to develop and deliver a controlled and well-managed indirect service offering.

The role also involves facilitating contract management, initiating partner setup in Lexmark systems, gathering and submitting necessary information and documentation, and coordinating training sessions or materials as needed.

Responsibilities include:

Partner Onboarding

• Facilitate any contract management needed, working with Lexmark Global Sourcing and partners as needed

• Red-lining, revision, signature, amendments/addendums

• Initiate partner setup in Lexmark systems

• Gathering and submitting necessary information and documentation

• Facilitating / coordinating training sessions or materials as needed

• Any communication needed with internal Lexmark teams and partners to support above processes

Compliance

• Ensure partners are in compliance with their contractual agreements

• Pursue and coordinate contract and handbook updates when directed

• Co-ordinate and monitor operational delivery of all indirect service contracts

• Including, but not limited to; filing warranty claims, ordering parts, debriefing claims, partner payments (including purchase-order payments)

• Ensure partners are following processes properly by monitoring activity and maintaining regular communication

• Using tools to monitor and analyze performance

• Making corrections and providing guidance where needed

• Ensure high quality of warranty-claim process by maintaining D365 data accuracy

• Participate in any monthly operation reviews or meetings with leadership team and/or partners

• Preparing data to support reviews

• Presenting in reviews

Escalation Management

• Serve as escalation point of contact for internal Lexmark teams (Sales, Technical Support, Shared Services, Sourcing, Supply Chain) and Partners for any matters related to the indirect claims process (technical, process, system, financial, etc)

• Report any technical issues in D365/Partner Portal/SAP to the responsible Key User / Senior Specialists

• Support of key customers/partners (ie: MPS Self-maintainers like Walgreens; BSD-Copier Dealers/Resellers)

• Working with customer-facing teams to handle sensitive customer issues with care and quality

Drive Continuous Improvement

• Monitor and report on key performance indicators and supporting data for the indirect claims process in NA

• Develop and deliver action plans to improve

• Monitor and report on key performance indicators and supporting data for indirect partners and Lexmark TSC processes in NA

• Develop and deliver action plans to improve

• Focus on eliminating waste and automating/improving process efficiency in managing and supporting partners in the overall program

• Use Lean thinking/methodology/tools for problem solving and continuous improvement

Other responsibilities as assigned

Education/Skills/Experience

• Undergraduate Degree in Business or related field or equivalent relevant experience

• Excellent verbal and written communications skills

• Strong decision-making / problem-solving capability

• Initiator / Ability to work with limited guidance

• Minimum 5+ years working experience

• Project management, change management and organization skills

• Proficiency with Power BI and other MS Office applications

• Strong focus on the partner / customer and the operational aspects of the business

• Sound administrative skills

• Able to influence others

• Well-developed interpersonal skills. Ability to get along well with diverse personalities—mature—flexible