Manager MCX Customer COE

Role & responsibilities

Customer CoE Managers lead multiple teams

A manager acts as a strategic Leader

He/she provides feedback and coaches Project Leaders on task execution and role. They provide significant direction and support to resolve complex issues/conflicts and effectively manage client and team.

Customer CoE manager would also contribute in other CoE initiatives such as recruiting, training, business strategy etc. He/ she may be required to travel to client or case team locations on need basis Leads multiple teams comprising of Project Leaders/ Associates/Analysts to execute multiple cases or IP development simultaneously

Understand client needs and situations and adapt to case expectations. Show ability to resolve complex issues across work streams. Is proficient at identifying and deploying relevant resources and analytical tools while ensuring timely, high quality, error-free analysis and output produced by the team

Effectively manages client and team meetings and deliver clear and professional presentations to the senior case team members, practice stakeholders across the teams as well as clients.

Brainstorm with the CoE Director, practice manager, expert partner as required on various strategic aspects for IP/product development as well as CoE learning and professional development. Provide coaching and mentoring to their teams. Consistently provide responsible feedback in all interactions; recognizes teams professional development needs and provide feedback toward constant improvement.

Ensure a consistent and positive team experience by managing expectations between case teams/clients and teams Participate in COE resource planning, recruitment and development

Preferred candidate profile

Must Have:

Team handling mandatory and we need someone who has worked hands-on with the work

Tools

Experience with CX tools (e.g., Qualtrics, Incquery)

Experience with digital marketing

Experience with any of the following topics is a plus survey-based tools and analytics, diagnostics, data analytics and LLMs/ Gen AI

Working proficiency in data visualization tools

Strong skills in Python