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Job Opportunity
Manager, Customer Enabling
My company is looking for a Manager to manage team(s) to ensure the
successful delivery of strategic remote service offerings focused on
the implementation and testing of hosted network and product
information service offerings in the retail industry. The manager
will be responsible for the re-engineering current
workflow/processes in support of service delivery optimization and
new product offerings. Customer satisfaction, employee satisfaction,
productivity and cost are critical measures of this organizations
success. The manager will play a role in the development of new
service capabilities. The manager will require development of
effective relationships with marketing, sales and other functions to
ensure proper alignment of service delivery offerings.
Responsibilities
Create and ensure the long term capability to measure and deliver
high quality customer enabling services at sustainable cost
Differentiate the company in the marketplace by offering and
delivering enabling services that provide a substantial value
proposition to the vendor and retailer community
Instill continuous improvement and quality initiatives throughout
the organization with multiple inputs including customer
satisfaction surveys, employee feedback, escalation root cause
analysis, cross functional team input and other sources
Facilitate implementation of self-service customer capabilities
including service scheduling, testing, enabling and training
functions.
Contribute and assist in the establishment and delivery of
enabling offerings for new products offerings.
Qualifications
2+ years of direct management experience with a clear progression
of responsibility to Manager level in a services or consulting
related organization preferably supporting the retail industry and
delivering services remotely
5+ years experience in software or related technology preferably
in the retail industry
Demonstrated ability to lead an organization through substantial
change organizational, technology and product offering change
Engineering Customer Support, Customer Service, Call Center,
Remote Account Management and/or other directly related experience
strongly preferred.
Previous experience in re-vitalizing multi-team organizations
including business processes and associated human resource
requirements.
2-3 years of external customer facing relationship management
experience preferred
Experience in a global organization preferred
Ability to effectively manage critical external customer
situations to reduce risk exposure and retain customers with
critical situations
Strong ability to collaborate and influence cross-functional team
to ensure success of strategic goals and initiatives
Education
BS or MS in applicable technical field
MBA Preferred
Demonstrated continuation of industry training and/or affiliations
throughout career
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