You will assist and be a key contributor in driving the strategic vision of the organization, and then ensure that all projects are defined, specified, planned, and delivered to meet ongoing business requirements. You will work closely with executives and directors of all organizations to define and help implement the strategic direction for the customer care group. Duties include active participation in strategic planning exercises and then overseeing all hands-on program management tasks for the resulting projects. This role is also responsible for defining and instituting program management fundamentals across the organization. Will also provide strategic analysis, operational support and ensure business controls compliance and effective communication of the “state of the customer” in order to ensure operational efficiency and customer satisfaction. Provide ongoing forecasting, tracking, reporting and evaluation of support trends, including ROI analysis of programs. Maintains and improves planned margins for revenue generating customer care programs. Will evaluate current business practices for operational efficiency and excellence and develop and maintain alignment with cross-functional organizations to ensure effective implementation of methods and procedures.
* Responsible for creating and managing customer care programs and associated project plans, outlining tasks and milestones and incorporating into best practices and generally rolling out through global units
* Facilitate the improvement of customer care tools including CRM system
* Develop and execute knowledgebase strategy
* Responsible for communicating project/program status and coordination of resources required to complete project tasks
* Manage New Product Introduction process;
* Analysis of impact on customer care and building readiness plans.
* Working with the product management and engineering team to ensure the understanding of requirements to meet customer usability and delivery of supportability features that meet customer's needs.
* Facilitate process to analyze current trends and patterns among escalated cases to identify root causes and prevention plans.
* Refine and implement priority support escalation process
* Develop both internal training programs including development of all associated materials.
* Provide all month end information for statistical analysis and reporting as needed
* Responsible for managing costs associated with programs
Qualifications:
* Strong project management skills with a demonstrated understanding of customer care and technical support operations.
* Experience with both addressing usability concerns and building supportability features in design phase of product development.
* High level of energy and passion for helping customers, with ability to drive, promote and follow through on strategy and programs that solves customer problems.
* Demonstrated ability to collaborate with other groups for which you have a dependency, including ability and desire to work with teams in different regions and time zones around the world.
* Execution oriented, accountable with strong but practical creativity, clear and crisp communication skills, and demonstrated success delivering on a strategy.
Our company is looking for a proven leader in customer care to be part of the management team that will elevate the support delivery to new heights setting the standards the industry will look to achieve. The right candidate is highly motivated and committed to building and driving a support strategy that results in an unparallel customer experience in the industry.
$115,000.00 - $140,000.00 Annually
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