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If you have ambitions to be a part of a Best in Class organization, the Company Customer Care Team is the place to be. We continue to grow our market share by providing the most Innovative products on the market, and our dedication to Market Disruption makes this the destination company for the world’s top talent. To support our innovative products, we strive to provide an end to end customer experience designed to help consumers enjoy our products to their fullest potential. The dynamic culture at Company offers both great challenge and great reward. If you want to work among the very best talent in the industry, working on the most innovative products in the world, Company is the place to be.
Manage the team that is responsible for ensuring readiness across the Service organization for New Product Launches, Software Updates, Marketing promotions and any other events during a product lifecycle that would require service preparation for the event for Mobile, Home Appliance and Home Electronic products. Track and report readiness status across the service organization; escalate risk to management team during weekly readiness meeting. Manage sample process for all Service groups requiring product samples for pre-launch activities for Mobile, Home Appliance and Home Electronic products.
Essential Duties and Responsibilities include the following:
In this position, either directly or through others, the incumbent will: Develop and manage product service readiness process and flow as well as the service team communication as a liaison between broader functional teams within SEA.
•Provide strategic direction of product service strategy as it relates to SEA's business strategy.
Develop tangible & measurable process flow to ensure maximum customer satisfaction.
Conducts daily activities of ensuring communication and project management to verify the pain points of each team and establish an improvement plans through escalations for executive decisions.
Acts as the point of contact for readiness escalations to quickly interact with all levels within the organization and within the customer organization to identify and track readiness issues.
Delegate ownership for each team and identify the improvement plans and track performance and effectiveness by utilizing project management tools, methods, and scheduling.
Conducts processes and procedures to ensure and expedite resolution of service readiness issues.
Create standard reports, compile data, and provide information for the effective communication between the service teams
Has responsibility for the operational performance of the department. Directs the resolution of complex operational and organizational problems.
Bachelor’s Degree or Master’s degree preferred, from an accredited college or university, or equivalent work experience in the consumer electronics industry.
Should have a minimum of 12-15 years of experience in a Telecommunication or Consumer Electronics industry and long-term project management.
Must have experience setting up processes and procedures for ensuring project management
Expertise in project management, product management and/or customer service required.
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