コールセンターシニアマネージャー／Sr, Manager, Customer Care- Business
- 〜 2000万円
- ・Responsible for the Support delivery performed by a mix of in-house employees and vendor agents covering Japan and APAC region.
・Manage & lead the team to develop delivery plans that maximize customer experience and achieve higher value realization and customer satisfaction.
・Provide career development opportunities for key team members. Create and articulate a framework for management and motivation for the broader team.
・Contribute thought leadership and best practices, both internally and externally, around business transformation.
・Attract, hire and retain top talent for each functional role.
・Actively lead meetings to provide an overview of the customer experience, including escalations and areas of concern, as well as feedback from customers on product supportability.
・Work with the Product Management leadership to ensure that Customer Care and customers have a voice in the product roadmap and strategy.
・Work with Product Management to implement the Transfer of Information (TOI) for support of new releases - key features, functionality changes, troubleshooting flows.
・Work with Engineering to identify and prioritize product top issue drivers.
- ・Proven ability leading and building high-performing teams focused on continual improvement, process development, communication and knowledge sharing.
・Experience working with Engineering Teams and Product Management to drive product supportability and advocate for the customer.
・Ability to lead by influence and work effectively in highly matrixed organizations.
・Ability to think strategically, as well as tactically and to exercise sound judgment in priority/goal setting.
・Curiosity, creativity, humility and not afraid to make mistakes.
・Technical aptitude to understand, explain and drive technical issues and discussions.
・A strong leader without ego who can inspire, motivate, and lead a complex organization
・A builder; someone who can effectively lead a transformation across people, process, and technology.
・An eye for selecting and developing talent and building collaborative teams.