DirecciónJoin a team recognized for leadership, innovation and diversity
The Exp. Customer Experience Program Management Professional will drive CX and business initiatives to improve customer experience. Develop and train customer care organization. Drive policy and M2M execution, streamline and automate customer care work process, and develop strong internal controls.
Key Responsibilities:
- Support and drive CX and business strategies and initiatives i.e., pricing, surcharge, freight, T&C, CRD
- Support and drive M2M and eBilling Automation and Adoption with GCC, Sales, Business, and IT
- Design, implement, and improve GCC processes; critically review current processes for effectiveness
- Support the optimization of CRM, ERP, Portal and Telephony processes and solutions
- Support CX projects to drive productivity savings
- Develop and deploy customer experience standard operating procedures
- Create and maintain tools and training materials to facilitate on-boarding and training of GCC organization
- Collaborate with IT to develop and implement automation tools to improve CX efficiency and effectiveness
MUST HAVE
- Bachelor's degree with extensive experience in work process improvements, training, and business measures.
- Six Sigma Lean Expert preferred with HOS and HUE experience
- Successfully led work process improvement activities to improve efficiency and effectiveness
- Developed and delivered training of work processes and technical information
- English proficient
WE VALUE
- Good business acumen
- Good Communications skills, spoken and written, able to present concise plans and ideas to executive level in a diverse work environment
- Solid experience with SAP and SFDC
- Process mining/process modeling tools is a plus (Signavio, Celonis, etc.,)
- Tableau experience is a plus
Additional Information
- JOB ID: req439224
- Category: Customer Experience
- Location: Av. Santa Fe No 94,Torre "A" piso 1,Mexico City,CIUDAD DE MEXICO,01210,Mexico
- Nonexempt
