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*join a team recognized for leadership, innovation and diversity*:this role will report to the global customer experience leader and will lead an operating team of over 400 employees, hundreds of thousands of transactions annually with annual order values > $1b.this role is also responsible for providing overall leadership the centre of excellence, setting futurestrategy, and continuing to grow and develop the capabilities to provide a world class support team forall the gbes across sps.
*key responsibilities*:- implementing the strategy and objectives in alignment with the overall sps customer experience strategy and vision.- managing the customer experience across the gbe which aligns to hos gold culture- contributing to the deployment planning process as it relates to the customer experience for sps strap initiatives- continuously improve processes to collect feedback from customers (solicited and unsolicited), to share and use with gbe/regional leadership and employees, in order to create an effortless customer experience.- partnering with gbe leaders ensure all teams are staffed, trained and equipped with the expertise to support the aop and strap initiatives.- participate in the development of customer support systems roadmap to create solutions to reduce customer demand and drive to self-service across purchasing touch points.- leading a team of customer support managers and supervisors in the error free execution of the order management processes- adopting and reporting on the vital few and meaningful metrics to drive improvement across cx.- lead the local preparation and deployment planning for all work transitions moving into or out of the hub