DXC Technology

Manager Customer Service (BB-4DDE7)

Encontrado en: Neuvoo CR

Descripción:
Job Description:

Responsible for synthesizing customer insights to lead improvements in customer experience for improving business results. Responsible for gathering customer insights and intelligence to identify, prioritize and lead improvements in customer experience to achieve improved business results. Customer Experience encompasses relationship, product, solution, services, process and support quality and includes data capture from all customer touch points. Champions the company’s Customer Experience measurement systems to measure, analyze and report on the company and competitive customer experience metrics. Works as a Customer Advocate when making or influencing business decisions affecting customer experience from design through issue resolution. Works as a change agent to translate customer data into actionable insights, build improvement plans, and deliver sustainable Customer Experience improvements to strengthen and support a customer centric quality culture. Builds organizational awareness, knowledge, and passion for customers through targeted proactive communication and efforts to strengthen and support a customer-centric culture.

Responsibilities:

  • Provides direct and ongoing leadership for an organization of multiple subordinate managers and individual contributors responsible for designing and implementing customer experience tools, processes and programs to drive quality management and continuous improvement of products or solutions.
  • Manages headcount, deliverables, schedules, and costs for multiple ongoing initiatives, ensuring that resources are appropriately allocated and that goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps.
  • Engages with program managers, account leaders, technical leaders and executives to communicate program status, escalate issues, and guide and influence strategic decision-making.
  • Manages relationships with outsourced partners and suppliers, including setting expectations regarding deliverables, product quality, schedules, and costs; ensures that team members are effectively communicating and collaborating with outsourced resources.
  • Proactively identifies opportunities for process improvement and cost reductions opportunities.
  • Provides overall people-care management for direct reports, including hiring, setting and monitoring of annual performance plans, coaching, and career development; drives and fosters organization-wide performance standards, expectations, and practices to support ongoing team member and process development.
  • Education and Experience Required:

  • Bachelor's Degree or equivalent experience required. Advanced university degree preferred.
  • Quality certification/Lean Six Sigma or equivalent preferred. Typically 10 or more years of related work experience, including 5 or more years of people management experience.
  • Knowledge and Skills:

  • Advanced leadership skills, including coaching, teambuilding, conflict resolution, and management.
  • Advanced project management skills including time and risk management, resource prioritization, and project structuring.
  • Excellent analytical and problem solving skills.
  • Experienced in managing human capital across geographies to drive workforce development and achieve desired results.
  • Advanced communication skills catered to a wide variety of audiences. (e.g. written, verbal, presentation); mastery in English and local language.
  • Superior business acumen, technical knowledge of multiple business units, and extensive knowledge in applications and technologies.
  • Advanced multi-tasking and prioritization skills.
  • Advanced relationship management skills, including partnering and consulting.
  • Strong understanding of the company's policies and processes.

  • calendar_todayhace 5 días

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    location_onSan José, Costa Rica

    work DXC Technology

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