Job Listing: Senior Manager, Customer Care Technical Support

Primary Responsibilities:
The Customer Care Technical Support Team will create a continuous and "rapid response" process and mindset for contact driver reduction and handle time/resolution analysis that improves the customer experience.

The Senior Manager, Customer Care Technical Support provides leadership and is specifically responsible for driving operational excellence through the development of the right operational processes and by building and managing the right team of professionals to deliver necessary technical expertise and an exceptional customer service experience. This leader will work cross-functionally with and influence business leaders, functional leaders, and other organizations both inside and outside of the company. The Senior Manager will lead continuous process improvement initiatives to facilitate the migration from desktop services to web services, as well as ensure issues are resolved quickly and that processes are documented so that customers can self resolve in the future. He/she owns the strategy, goals and plans for their team's success, is a key contributor to shaping the business strategy and will provide gap analyses between the As-Is and To Be solutions. He/she will lead an integrated team responsible for understanding root cause, handling escalations and improving self help, as well as Beta testing the end to end customer experience for desktop, SaaS, and support processes.

Typical Deliverables:
• Process Reviews (40%) - Process and development observation for organizational improvements and feedback for technical specialist group. Includes live coach interactions, process and decision-making meetings, and process compliance for Data Services, Data Conversion, Beta and Technical Specialist group.
• Business Review (40%) - Business reviews and meetings associated with impact to business, expectations and performance, business strategies, and organizational momentum.
• Run The Business Initiatives (5%) - Initiative involvement for process improvements related to Running the Business, interfacing with business leaders, Core Process leaders, domestic enabling groups and outsourced stakeholders.
• Coach Calibrations (5%) - Calibration with team leadership surrounding work flow process and technical requirements affecting groups outs. Expected results are decreased variation, increased efficiency, and common use of tools and processes.
• Performance & Organization Calibrations (5%) - Calibration sessions regarding performance expectations, initiative prioritizations, and goals/results. Organizational calibrations surrounding leadership deployment, employee engagement, environmental factors affecting performance and outsourcer led initiatives.
• Administration/Meetings (5%)