About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

TITLE: Client Operations Leader

Location: Arkansas, Virtual

In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until it's resolved, managing all aspects of NCR Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support Manager role can be a stand-alone role or part of a dedicated Customer Support Services Team.

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

Client Governance & Relationship Management

Establish and maintain a governance model aligned with client expectations.

Conduct regular cadence meetings (daily/weekly/monthly/quarterly) covering:

Hardware/Software/Managed Services/Projects

Performance metrics and outliers

Market performance and billing

Change management and MyNCR portal usage

Service Performance & Delivery

Ensure data integrity and accurate reporting within NCR systems.

Monitor and improve SLA performance, aged workorders, and client KPIs.

Manage Field Retrofit Orders (FRO) and entitlement accuracy.

Operational Excellence

Identify and address chronic hardware issues and dispatch avoidance opportunities.

Support Customer Engineers with site-specific needs (e.g., environmental, access, safety).

Drive cost containment and profitability through CP&L stewardship.

Financial & Contract Management

Resolve billing disputes and manage AR invoices.

Reconcile and mitigate SLA penalties.

Optimize call pack usage and reporting.

Sales & Opportunity Engagement

Support contract renewals, pricing, and bid reviews.

Collaborate on Statements of Work and service contract management.

Parts, Logistics & Quality

Ensure parts availability and quality in coordination with logistics.

Report and resolve hardware, software, and parts quality issues.

Software Support

Engage with software teams to address patches, code errors, testing, and setup issues.

QUALIFICATIONS:

High school diploma or technical/vocational certification

3–5 years of relevant experience, preferably in NCR Services

Strong analytical and detail-oriented mindset

Proficiency in Microsoft Office, especially Excel

Excellent communication skills (written and verbal)

Ability to multitask and manage time effectively in a fast-paced environment

Strong problem-solving skills with a sense of urgency

Ability to work independently or as part of a team

Flexibility to work non-standard business hours as needed

Preferred

Experience across NCR Lines of Business

Background in managed services or outsourcing environments

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”