Description:
What you get to do in this role:
- Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
- Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.
- Own and bring to conclusion high-impact customer escalations by working with cross-teams.
- Provide quarterly business updates to Senior Leadership.
- Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
- Manage major operations outages and communications to customers.
- Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience.
- Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
- Manage to the company’s and department’s vision, goals, mission and values.
- Participate in weekend and holiday on-call rotation as required.