*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 future
strategy, and continuing to grow and develop the capabilities to provide a world class support team for
all 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.
- engage across the business gbes and functions to understand needs and requirements and develop an aligned resourcing and skills strategy
- assess the external market in order to inform local business plans; continue to monitor and evaluate changes which may impact business support
- adapt local plans to accommodate business or external changes as needed
- continue to evaluate organization effectiveness and site performance, driving change initiatives and reviewing organization design where needed
- help to develop the aop and establish a process to meet or exceed budgetary targets
- lead & execute on key transformational projects for the customer support teams
- developing an mos and tier cadence in line with global and gbe expectations
- facilitate cross-sbg communication and alignment at a site level
- ensure adherence to company policies, standards and procedures, including integrity and compliance, health, safety and environment, and business continuity (disaster/ emergency recovery)
- * people & culture*:
- leading a local & regional team that operates globally
- coaching leadership presence & business acumen for customer facing interactions
- establishing a culture that supports hos and creates a learning environment
- championing the transformation efforts and leading the change process
- establishing an internal measurement system which drives a culture of a bias towards metrics based on a customer view point
- ensuring root cause and corrective actions associated with customer support issues are documented and executed for organizational improvement.
- provide training to help new and existing employees build and maintain the skills they need to deliver on their part of the organization's customer experience strategy
- drive talent strategy for the site in partnership with hr, including organization design, early
- career programs, career paths and leader development
- lead employee engagement initiatives including positive employee relations on site
- sustain a 'one-sbg' cohesive team and culture across the site, acting as a connection point across the functional teams
- lead site communications with managers and employees, including a regular cadence of town hall and skip level meetings
- deploy a training and development plan in partnership with hr and functional experts to
enhance local capabilities and build skills aligned to future business needs
- ensure a quality new employee orientation is deployed for all new hires
*basic qualifications*:
- bachelor's degree
- 8 years' experience in progressively more responsible roles including customer facing and operational roles such as customer service, order management, technical support or related fields
- ability to manage complex issues to meet customer experience expectations
- demonstrated leadership of transformational change, globally
- ability to develop high performing teams
- strong, results driven - ability to implement process rigor through organizations
- able to effectively analyze complex requirements
- responsive, reacts with appropriate urgency & professionalism
- demonstrated ability to effectively balance/prioritize issues
- strong relationship building/networking/interpersonal skills including coaching and feedback
- excellent communication skil