• Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, or related field AND 2+ years of related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
  • OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, or related field AND 4+ years of related work experience (e.g., technical/customer services, technical/customer support, business proces
  • OR 7+ years of related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).

• Analytical thinker and ability to diagnose business problems.
• Great communication skills with technology partners, business partners, and data scientists
• Demonstrate cross-group collaboration and interpersonal awareness.
• Flexible and resourceful, with a figure-it-out-and-get-it-done mentality.
• Being able to work in a fast-paced multidisciplinary environment & confident in managing uncertainty.
• Desire to learn and adopt new technologies and analysis methodologies.
• Proven strategic thinking and orchestration of complex business planning.
• Strong PM skills to drive ideas to solutions (removing the roadblocks)
• Strong verbal, written and presentation skills in English with other languages advantageous.
• Passion for driving product, workflow, content, and policy enhancements that benefit consumers.

• 5+ technical support experience working with outsourced vendors, contact center experience, direct customer support experience, program management, and/or support management experience.
  • OR equivalent experience.
• Japanese, Korean or other ASIA region languages would be advantageous

Core Responsibilities:

• Drives alignment and teamwork within a team, department, or across organizational boundaries. Combines resources and joins efforts to achieve company-wide goals.
• Anticipates customer and advocate needs, and proactively meets and exceeds customer expectations. Recognizes the issues that customers want to resolve, and creates, or facilitates the creation of, products and services to address customer needs.
• Communicates and networks effectively. Successfully persuades and influences others and can effectively build trusted relationships with 3rd party suppliers.

Key Responsibilities:

Quality Management:

• Drive quality ROB and Framework in partnership with Delivery Partners and Service Delivery Managers (e.g. DSAT analysis, case wellness, calibrations)
• Monitor Key Performance Indicators (KPIs), identify action needed and provide support to Delivery Partners to highlight best practices or close gaps.
• Monitor & identify opportunities for improvement in issue identification and resolution, workflow and tool efficacy, advocate knowledge or soft skills and provide support to Delivery Partners and internal stakeholders where needed to close gaps.
• Review Stakeholder Monthly Business Review (MBR) communications and provide insight into performance issues for MBR reporting.

Readiness:

• Ensure release & readiness activities are successfully executed, and have a consistent process that includes communication, timing, and monitoring.
• Partner with training development and knowledge content Shared Services teams to prioritize and manage the needs identified by team members.
• Drive workflow process and/or policy design & improvements that improve the customer experience.

Consultation & Escalations:

• Serve as a Subject Matter Expert resource and supportive coach as needed for case escalations from Delivery Partners
• Identify and drive proper ownership and Delivery Partner empowerment to reduce escalations that require PTA engagement.
• For internal partners: Serve as the initial escalation point for emerging and trending issues. Serve as a SME for process and/or policy related issues and ensure proper follow up and closure.
• Assist internal partners with Risk mitigation and fraud prevention by understanding application and intersection of product, tools, process, policy, agent, and customer behaviors

Voice of the Advocate/ Voice of the Customer:

• Champion the needs of the advocate community as well as customers and facilitate distribution of VOA / VOC feedback with internal stakeholders to drive changes as required and career development activities.