Senior Business Optimization Specialist (Customer Contact Center)

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

Job Description: 

The Senior Business Optimization Specialist (Customer Contact Center) will act as a key business partner working cross functionally within other areas of Nespresso USA to build and present business optimization cases bridging the gap from Customer Contact Center (COE) finances to operational reality.  This role is responsible for maintaining and updating financial business rules for the COE Operations strategies and initiatives and will collect business requirements to enhance the on time performance, driving financial efficiencies throughout the Customer Contact Center pyramid. This is a hybrid-based opportunity that works onsite 2 days/week at Nespresso’s Office (New York City – Herald Square) and 3 days/week remotely.

Responsibilities: 

End-to-End Financial Management 

•    Collaborate in the development and establishment of the COE E2E spend (12 months to 5 year fiscal strategies) with the Senior Manager of Financial Strategy and Director COE.
•    Work with Director of COE and Finance Controller to review monthly/quarterly/annual spend and ensure integrity of all costs positions against budget.  
•    Follow-up of all open points related to spend with all stakeholders.
•    Ensure respect of investment procedure (quotation) & inclusion in the budget/DF.
•    Challenge the current operations to identify savings opportunities.  
•    Plan and implement CRC optimization projects internally and externally.
•    Manage vendor compliance and auditing procedure with 3rd Party Vendors and Nespresso Finance Controller.
•    Manage payment terms to vendors with AP Compliance.
•    Responsible for End of Month Accrual process and procedures.                              
•    Responsible for driving business improvements through the analysis of cost data, exception management, and predictive modeling to identify areas of savings and improvement opportunities.                                                                                                              
•     Responsible for PO creation and management.

Project Management 

•    Deliver and regularly update the OMP focusing on the company top priorities including key measures, milestones and activities
•    Facilitate Operational Reviews at leadership level.
•    Facilitate Daily Operational Review and Weekly Operational Review for B2C and B2B teams.
•    Support the COE Director in implementing COE’s strategy and projects in order to reach Market’s objectives.                   
•    Cascade COE’s strategic framework among COE leadership and their teams, and implement, follow and assess Functional Operational Reviews.                                                                                                                               
•    Ensure COE alignment with company priorities.                                                                                                             
•    Support, train and coach teams in implementing goal alignment .                                                                                                                                                              
•    Assess and participate in other departments Operational Reviews to ensure Business Goal Alignment.             
•    Define with the COE Director LEAN projects to implement at the COE.
•    Benchmark with mature COE markets.                                                                                                                                                                                                                                                  
•    Provide and enable best practices framework.   

Continuous Improvement

•    Deliver and regularly update the OMP focusing on the company top priorities including key measures, milestones and activities
•    Facilitate Operational Reviews at leadership level.
•    Faci