Job
Description
Looking to onboard a skilled professional with 5 to 10 years of experience to lead our Unified Support Services (USS) Service level management Lead. The ideal candidate will have a strong background in platform management, product ownership, or a similar role. ### Roles and Responsibility Define and communicate the strategic vision and roadmap for the support experience and continuous improvement. Develop and execute a strategic plan to improve the customer support experience, incorporating feedback mechanisms, service standards, and performance metrics. Lead continuous improvement efforts within the support organization, identifying areas for enhancement and implementing best practices. Collaborate with stakeholders to understand their needs and incorporate feedback into platform enhancements. Manage the product’s lifecycle, including upgrades, patches, and new feature releases. Drive the adoption of new technologies and methodologies that contribute to a more efficient and effective support experience. Ensure platform stability, security, and scalability to support business operations. Oversee the budget, including investments in new features and cost optimization efforts. Foster a culture of excellence and continuous learning within the support team, encouraging innovation and knowledge sharing. Establish key performance indicators (KPIs) to measure the impact of support experience and continuous improvement initiatives. Provide regular reports to senior management on the progress of support experience enhancements and the results of continuous improvement efforts. Lead cross-functional teams, including developers, engineers, and product managers, to deliver on platform objectives. Monitor platform performance and user satisfaction, making data-driven decisions to improve the platform continuously. Stay current with industry trends and emerging technologies to keep the platform innovative and competitive. ### Job Requirements Proven experience in platform management, product ownership, or a similar role. Strong understanding of continuous improvement methodologies and customer experience best practices. Excellent analytical skills, with the ability to use data to drive decision-making and measure the effectiveness of initiatives. Strong technical acumen and familiarity with the platform's underlying technologies. Excellent leadership, communication, and stakeholder management skills. Strategic mindset with the ability to prioritize initiatives and make tough decisions. Ability to develop people by providing feedback, recognizing accomplishments, assigning challenging work, and connecting on a personal level with team members. Possess skills to resolve team conflicts and performance issues effectively and respectfully. Creates an inclusive and flexible environment where people feel they are a valuable part of the team and where team members can feel free to be themselves. Ability to cultivate a trusting environment where team members can communicate openly and constructively challenge one another.
