Customer Service Delivery Senior Manager
The Customer Service Delivery Senior Manager is directly accountable for all Delivery Services (shared, remote and/or dedicated) and delivery cost to the Customer Executive. This individual will also represent and be accountable for all Delivery Services such as New Solutions, Account Expansion, Projects, Transitions/Transformations, implementation of new services and operations (and all associated account management services, e.g., SLAs, CSATs, Cost, Forecast, reporting, trends) to the assigned Customer Executives while acting as the Single Point of Ownership for Delivery.
Responsibilities:
- Accountable for all delivery cost, growth support and contribution to Gross Margin.
- Proactively manages service level achievement and financial performance.
- Drives Customer Satisfaction measured via Net Promoter Score (NPS).
- Performs account governance activities including lead QBR and MBRs; strategic road mapping in partnership with Customer Executives.
- Aids the Regional CSD and assigned Customer Executives to drive account plans and incremental growth through projects, adjacency, and accretive opportunities.
- Manages and influences as part of a matrix team.
- Provides leadership to associates and manages any personnel or discipline issues.
- Contributes to hiring and terminations as needed. Oversees all personnel administrative duties, such as weekly timekeeping, vacation scheduling, performance evaluations, annual reviews, etc.
- Provides training, coaching, and counseling to direct or matrix subordinates for continuous improvement.
- Provides input to other matrix management on performance of assigned staff.
- Expertly manages Service Delivery and Client escalations.
- Implements new tools and capabilities. Partners with CE and customer to drive adoption.
- Manages and oversees multiple project/transition efforts simultaneously across their Client(s).
- Instills a culture of continuous improvement and customer focus.
- Works closely with the Regional CSD and Product Development teams, providing feedback for new requirements and feedback into the roadmap and release plans for delivery capabilities.
Qualifications:
- Deep experience with managing dispatched IT Service Delivery to retail environments (including POS, Cameras, etc.)
- Strong analytical skills
- Operates well under pressure
- Experience successfully facing off with external or internal customer executives
- Service Desk Delivery Experience
- ITIL Foundations Certification
- Six Sigma Green Belt or higher
- Experience at a Managed Service provider
Benefits:
Our benefits include:
Health Insurance (Medical, Dental, Vision)
Basic Life/AD&D
Employee Assistance Program
Paid Holidays
Paid Time Off
401(k)
FSA/HSA Pre-Tax Benefits
Discounts
Life/Disability Plans