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.
•    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 and perform additional duties and tasks as assigned by the Director of the Customer Contact Center. 

Requirements: 

•    Bachelor’s degree in Business Administration, Finance or in a related field required; MBA preferred. 
•    3+ years of professional work experience in Budget Management and Business Optimization for Operations required. 
•    Demonstrated fluency in MS Office (Word/Outlook/PowerPoint) and 3+ years of advanced Excel skills (including pivot tables/charts/graphs/v-lookups) required. 
•    Must have excellent communication (oral and written), presentation, organizational and stakeholder management skills (including the ability to develop and maintain strong, cross-functional stakeholder relationships) required. 
•    Must have experience with project management including the implementation and evaluation of projects and/or change programs. 
•    Must be analytical and possess strong reporting skills, including the ability to articulate data via storytelling and strategy recommendations. 
•    Willing and able to work under pressure to meet tight deadlines with minimal supervision. 
•    Must possess a strategic and creative mindset with strong problem solving skills and the ability to influence business decisions with integrity.
•    3+ years of experience working with business intelligence or data visualizations tools such as Power BI, MS BI Studio or Tableau is desired. 
•    3+ years of experience working with database management, programming skills or querying languages a plus. 

The approximate pay range for this position is $105,000 to $120,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location. 
 
Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)

Requisition ID: 
319294 

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

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