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Technical Program Manager (Wellness Support)
Bose Corporation
Westborough, MA, United States
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The Global Service Readiness team has an exciting opportunity for an experienced Technical Program Manager. This role will focus on coordinating global customer service strategy and readiness activities in support of products such as our Hearphones and Bose noise-masking sleepbuds.
The Technical Program Manager will lead cross-functional teams in the development of new product launch customer service strategy to ensure we provide exceptional support when products go to market. This role will also serve as the global customer service subject matter expert in this product category. They will identify improvement opportunities and trending issues to coordinate with Customer Service, Sales, Engineering, Quality, and Marketing teams to drive the communication of information and resolution for our customers.
What is Global Service Readiness?
Global Service Readiness is a team of program managers and knowledge management specialists that work with our product development teams, service, sales, and marketing groups to coordinate the creation of new product customer service strategy, generate digital support content for internal front line representatives and external customers, inform training efforts and drive improvements in product development, quality and customer support.
Who is the ideal candidate?
The ideal candidate should have a strong understanding of consumer electronics technology, particularly in the health and wellness category. In addition, this candidate should possess a strong project management and customer service background, technical aptitude, and the ability to utilize data to provide actionable insights towards the improvement of the overall customer experience.
PRIMARY RESPONSIBILITIES:
• Participate in new product launch activities to improve the customer experience and monitor the health of products during its lifecycle by analyzing and leveraging global customer service data
• Lead cross-functional teams within our service organization to implement customer service strategy and ensure we provide exceptional customer support for new wellness products
• Serve as the customer service subject matter expert for all wellness-related programs.
• Assist in the identification of trends in software, firmware, or hardware failures for root cause analysis and customer resolution delivery
• Identify opportunities to improve systems and processes, present clear business cases to gain support from stakeholders, and work effectively across organizations to implement solutions
• Maintain project plans and present regular status updates to key stakeholders
SKILLS:
• A minimum of 5 years experience in customer support of consumer electronic products within the Fitness, Health and Wellness device categories
• Extensive working knowledge of current wellness-related electronic devices, wireless technologies, and home networking
• Experience with consumer electronics troubleshooting and/or supporting technical products is preferred
• Demonstrable experience leading cross-functional teams
• Excellent project management, written and verbal communications skills are required
• Experience working with contact center CRM systems such as SAP
• Critical thinking with a strong data analysis background
• Data visualization experience using MS Excel, Tableau and/or related programs
• Strong presentation skills
• Lean Six Sigma training is a plus