Operations Coordinator – IT Support

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🕒 April 30

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NIO

WebsiteLinkedInAll Job Openings

10,000+ employees

⚡ Energy

💰 $500k Seed Round on 2018-04

Automotive • Energy • Sustainability

NIO is a leading electric vehicle manufacturer that specializes in smart electric cars, including SUVs and sedans. Committed to innovation and sustainability, NIO offers a unique power service solution, enabling fast battery swaps and mobile charging options. The company focuses on creating a community experience through its NIO Houses, where users can engage with the brand and each other. NIO promotes a brighter, sustainable future with its advanced electric vehicles and holistic services for users.

📋 Description

• Lead and coordinate the IT operations team (L1 and L2) 24/7, ensuring efficient support and compliance with SLAs • Ensure stability and availability of revenue systems • Ensure rapid resolution of critical IT problems and incidents • Support management of critical incidents in war rooms and lead action plans • Monitor and drive continuous improvement of operational KPIs (SLA, MTTR, availability, backlog) • Ensure execution and monitoring of financial close processes (billing cycle) • Coordinate handling of failures in integrations between systems (ERP, billing, CRM and tax systems) • Act as IT focal point for business areas (Finance, Tax, Accounting and Revenue) • Ensure governance of change management processes and production deployments • Support audits and ensure compliance with tax and accounting regulations • Identify automation and continuous improvement opportunities in the operation • Manage vendors and technology partners, when applicable • Maintain up-to-date documentation of processes, flows and systems • Promote the use of AI and automation from design to optimize processes and create competitive differentiators • Proactively remove technical and organizational impediments, negotiating scope and deadlines with stakeholders • Monitor performance and system health metrics, generating insights to improve processes • Run performance rituals (dailies, weekly meetings and committees), preparing executive reports and recommendations • Integrate key areas (Legal, Finance, Customer Service, Planning and Technology) to remove bottlenecks and improve collection workflows • Support system migrations and validations, ensuring integrity of databases, collection rules/logic and KPIs • Focus on reducing delinquency and automating collection flows (Telecom context) • Develop the team and partners, providing training in negotiation, data analysis and tool usage • Act as direct leader of the billing team, monitoring performance and organizing operational routines • Ensure execution and continuous improvement of billing processes, including complaint management and partner interfaces • Ensure 100% of invoices are issued and reconciled within deadlines, mitigating operational and financial risks • Develop, monitor and analyze management reports and KPIs for billing, collections and revenue • Generate strategic insights from operational data to support decisions and evolve the billing model • Prepare executive reports • Support capacity planning for the area • Manage administrative team routines (vacation, timekeeping, travel)

🎯 Requirements

• Strong leadership and team management skills • Analytical profile with a problem-solving mindset • Effective communication with technical and business teams • Proven experience managing multidisciplinary teams focused on billing, collections, revenue and tax • Knowledge of Telecom billing, collection, dunning and tax systems (SAP and BSS) • Knowledge of Operations and Revenue Management (Order to Cash) • Bachelor's degree in IT, Engineering, Information Systems or related fields • Postgraduate degree/MBA (preferred) • Experience in telecommunications companies (preferred)

🏖️ Benefits

• Meal and/or food allowance • Transportation voucher • Health insurance • Dental insurance • Life insurance • Private pension • Performance-based bonus program (PPR) • Pharmacy assistance • Childcare assistance • Flexible working hours • V.tal Benefits Club • Extended maternity leave (6 months) • Extended paternity leave (20 days)