Global Digital Service & Solutions Manger

Global Digital Service & Solutions Manger

Requirements

• Bachelor’s degree (or foreign equivalent degree) in Computer Science, Business Administration with a focus on IT, Information Systems, or a related field and five years of work experience in the job offered or in a managerial/directorial-related occupation
• Alternatively, employer will accept eight years of work experience in job offered or in a managerial/directorial-related occupation as equivalent to the Bachelor’s degree and five years of work experience
• Any suitable combination of education, training, or experience is acceptable
• Requires 5 years of experience in the following:
• 1. Digital Customer Support strategy formation and execution
• 2. Saas / B2C support models in consumer electronics and customer facing surfaces
• 3. Digital Analytics and measurement
• 4. Experience Partnering with Product Management and Engineering functions to deliver on large business objectives
• 5. Working in large and matrixed organizations with examples of successful impact across large initiatives
• 6. Developing and delivering executive level presentation material to any audience size
• 7. Reaching solutions with both technical and non-technical issues, ensuring that any impact is communicated cross-functionally at a global level
• 8. People leadership and coaching

Responsibilities

• Manage a high-performing team of channel strategy program leaders who cover a variety of workflows within the Customer Care function including but not limited to Self Service Transactions, Digital IVR/Intake, Chatbot, Community, Social, In App/In Product, and more.
• Provide mentorship, guidance, and career development to team members.
• Act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer negotiations.
• Drive to ensure mission is embedded and practiced daily in all activities, including establishing team goals, measuring progress, and sharing results.
• Shape the vision of the team by ensuring they operate in a frictionless environment and enabling them to identify trends and opportunities that drive operational improvements.
• Identify risks and opportunities in processes and policy, to ensure all stakeholders are aware and understand the impact on the day-to-day operations.
• Recognize the need for and lead through change management initiatives while maintaining and driving teammate engagement.
• Build and maintain healthy relationships with key partners, acting as the link between operations and stakeholders, identifying opportunities that will improve both the customer and teammate experience.
• Be the spokesperson of the customer.
• Prioritize the customer’s needs by setting solutions in place to prevent unsatisfactory experiences impacting other customers in the future.
• Advocate for customer care, who will carry and drive the FRL customer focused culture with your colleagues and within your team.
• Position requires 25% domestic and international travel.

Preferred Qualifications

No preferred qualifications provided.