Planning Team Manager- EMEA

Position Overview

As a part of a dynamic team that empowers customers to optimize their supply chains, the Planning Team Manager plays a pivotal role in leading a team to support SaaS customers and provide value to Planning as a Service (PaaS) customers, helping them achieve their Supply Chain Objectives. The ideal candidate will exhibit exceptional interpersonal and leadership skills, fostering relationships with the team and customers while driving operational excellence and customer success. The role involves balancing day-to-day team management with strategic initiatives, including cross-functional collaboration to maximize customer value. 

Baxter Planning is headquartered in Austin, Texas with offices in Spain and India.  This role will be located out of our Barcelona office with the flexibility to work at home 3-4 days per week.  Joining Baxter Planning you will find that we strongly value our team members and culture as it is reflected in our generous benefits, exciting and supportive work environment, and excellent work-life balance. 

Key Responsibilities 

• PaaS Delivery Oversight: Own delivery for PaaS accounts in the team. Mitigate risks, drive customer value, and collaborate cross-functionally to ensure account success. 
• Team Leadership: Lead a team of planners to deliver SaaS and PaaS services as outlined in the Planning Responsibilities Outline. 
• Performance Monitoring: Track and improve Key Performance Indicators (KPIs) such as Service Desk SLAs, Customer Satisfaction (CSAT), and Support Margins. 
• Customer Success: Ensure strong customer performance as measured by Customer Scorecards, PaaS project delivery, and satisfaction metrics. 
• Resource Management: Allocate team resources effectively to balance PaaS support, project work, implementations, onboarding, and ticket management. 
• Escalation Management: Act as the primary escalation point for troubleshooting and resolving customer issues. 
• Team Development: Conduct regular team meetings, 1:1 sessions, annual reviews, and support team growth through mentoring, training, and hiring. 
• Capacity Planning: Assess team capacity, manage workloads, and maintain operational efficiency. 
• Collaboration: Work with regional managers and the Senior Director, Global Planning to enhance internal and external partnerships. 
• Process Improvement: Collaborate cross-functionally to suggest product enhancements and refine planning processes. 
• Best Practice Adoption: Drive customer adoption of Best Practices by optimizing business processes and tool configurations. 

Requirements 

• Proven leadership experience with the ability to motivate and manage high-performing teams. 
• Ability to work independently and collaboratively in cross-functional environments focused on customer value. 
• Experience handling high-pressure tasks with significant financial impact on customers. 
• Strong problem-solving skills, innovative mindset, and the ability to streamline processes for better outcomes. 
• Intermediate to strong proficiency in Excel (Pivot Tables, VLOOKUP, etc.) and familiarity with Supply Chain Planning software (e.g., Prophet Planning Software). 
• Bachelor’s degree in Business, Supply Chain Management, Operations, MIS, Industrial Distribution, or equivalent experience in a related field. 
• Minimum 5 years of experience in Supply Chain Management; at least 1 year of experience with Prophet or equivalent software preferred. 
• Excellent written and verbal communication skills with a proven ability to manage internal and external stakeholders. 
• Strong organizational and time-management skills to provide direction and align team objectives with strategic goals.