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Operations Manager

Operations (inc. Manufacturing)
REE00B1Z Requisition #



Greater China Customer Operations Strategy Development & Implementation

  • Formulate, coordinate and support the execution of Customer Operations strategy to ensure in market support with global alignment.

  • Drive collaboration across the matrix (Sales, Marketing, Commercial and Content teams, Finance and Strategy) through regular team briefings and updates.

  • Alignment of process and technology across global operations.

  • Drive metric, NPS and SLA improvements across all streams.

Customer Operations Project Leadership 

  • Manage designated projects of critical importance to Customer Operations and the business unit including monitoring and tracking of project execution, and ensuring synergies across projects though the use of standardised tools, processes and practices.

  • Ensure project resources, both team and financial, are effectively managed to foster initiatives, promote teamwork, and achieve project objectives within established timeframes and project plans.

  • Manage the day to day operational and tactical aspects of multiple or large scale projects and review high level deliverables across these projects.

  • Ensure high level of engagement with stakeholders so that project linkages and dependencies are widely known to ensure understanding and commitments across these projects.

  • Effectively minimise and manage Customer Operations exposure to risk across designated project and implement effective quality assurance controls.

  • Develop and maintain documentation for handover to BAU teams and future audit of project elements.

  • Direct and coordinate the development of strategies to evaluate the effectiveness of implemented project outcomes and provide advice on remedial action. 

Analysis and Analytics

  • Identify opportunities to improve business performance, systems and processes which affect our customers by working with the various teams on a regular basis and ensuring ongoing centralized tracking of all issues raised by the teams is in place.

  • Provide strategic and tactical analysis to the wider business and extended management team.




  • Experience driving Customer Operations improvements with successful implementation of effective frameworks and methodologies.
  • Qualification in project management essential

  • Commercial change management experience desirable.

  • Substantial business acumen with an excellent understanding of strategy and planning, as well as experience in managing projects in a highly competitive environment where continuous break-through thinking is required to establish and maintain a competitive advantage.

  • Demonstrated ability to drive alignment for change and strategy execution by building alliances and gaining trust and support within the organization.

  • Ability to elicit cooperation from senior management and other departments.

  • A leader who is capable of supporting and communicating LexisNexis’ values, policies and strategies to team members.

  • A person of high integrity who is comfortable with having their performance and that of their team measured and visible to the LexisNexis team.

  • A person who actively coaches and mentors their team.

  • Collaborates and partners to meet customer needs.


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