Senior Manager - Gurugram, India - GlobalLogic

Description

Job Description

• 12+ years of experience, majorly in leading scaled tech/customer support operations
• Prior leadership experience in leading Tech/customer support teams at scale is mandatory
• Prior experience in setting up Tech support center is preferred
• Excellent academic credentials (with a Bachelor's/Master's degree in Computer Science or related field or relevant professional experience)
• Strong understanding of customer support metrics, customer retention & customer experience strategies
• Proven record of success in operations management, operational enhancements and change Project Management Experience
• Worked as Sr. Manager Operations to plan and execute international technical/customer support projects, ensure that teams have appropriate direction and resources to deliver services effectively by establishing realistic estimates for timelines and while ensuring that projects remain on target to meet deadlines
• Accountable for Governance, Service delivery, Client management, Program Management, Innovation, Financials & SLA management for all accounts assigned
• Demonstrable experience working with stakeholders/clients for understanding the requirements and align the overall vision and strategy to achieve the required results
• Provide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career development
• Expertise in account and resource management handling large scale engagements
• Proficiency with CRM tools (e.g. Salesforce, Service Now, JIRA, BMC Remedy etc), MS Office suite, Google Suite etc.

Job Responsibilities

• Lead Tech/Customer support Teams at scale and be accountable for delivery strategy, client & internal SLAs
• As a Senior Manager, you will work with support leadership to design strategies and processes to provide an efficient and high-quality support experience to our customers. You will work closely with Support leadership and cross-functional teams to launch new capabilities, refine our existing operating procedures and drive high impact initiatives
• Develop and grow a team of Leads, SMEs, Support Engineers to deliver world class customer service
• Direct, Define team and individual goals in alignment with Global Support objectives
• Drive end-end Governance internally and in expectation with client
• Set reasonable goals for customer/technical support projects and manage the same with team on a consistent basis
• Interact with client stakeholders on daily, weekly, monthly, quarterly basis and as appropriate , respond to their questions and guide them to the appropriate service
• Create and implement an effective customer loyalty program
• Handle large scale operations located at multiple locations
• Closely work with multiple stakeholders to formulate operational and strategic roadmap for the multiple projects
• Proactively address the operational issues impacting the business and find long term solutions
• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership, as well as serving as an outstanding role model.
• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future leaders including succession planning.
• Achieve operational excellence and drive process improvements working closely with the operations teams.
• Implementing new technologies
• Providing guidance for problems and questions

Department/Project Description

Technical Support Operations - Service Delivery Leadership