Manager
DIN Engineering Services
posted 6d ago
Flexible timing
Key skills for the job
operations,The challenge:
This position will have the responsibility for the 24x7 delivery of support services of Adobes largest and most strategic enterprise customers. Leading a team of approximately ~12-18 Technical Support specialists, this position has responsibility to ensure each team member is effectively trained and equipped to resolve technical incidents for Adobe product offerings. This includes building a team culture of service excellence, technical credibility, and efficient problem resolution to address customer concerns.
What you'll do:
1. Lead and manage the enterprise support team to build and promote a culture of service excellence.
2. Work with Adobe support managers & leaders to benchmark, identify, implement, and measure support as well as business-related metrics.
3. Manage your teams performance to ensure all KPIs and service level agreements are met.
4. People management, including hiring, goal-setting mentoring, and progressive discipline.
5. Ensure effective workforce planning, skills, and resources to enable support of expected customer needs and call volumes.
6. Where necessary, lead and engage cross-functional teams, domestically and/or regionally, to share and engage technical expertise and experience to support the timely delivery of business and customer needs.
7. Build strong technical expertise and capability within the team.
8. Develop and deliver key initiatives to improve business processes and customer service delivery
9. Assist in the development and implementation of strategic plans initiatives and direction
10. Lead the engagement of all parties necessary to ensure the timely management, communication and address of Customer concerns, escalations and issues
11. Participate in departmental projects and deployments of new products and services pre- and post-launch
12. Act as a liaison between the technical support team, cross-functional departments, and engineering staff.
13. Act as the customers advocate in working with Engineering and Product Management on supportability of product and the customers experience of using Adobe products
What you need to succeed:
At least 5 years+ experience leading a 24/7 team with exposure to enterprise segments in customer care or logistics
Experience in a customer environment is preferred
Employment Type: Full Time, Permanent
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