Engineer III Consultant-Tech Product Management

This role is within the Customer Success team where we create and improve experiences for our agents, striving for reliable, simple, exceptional world-class journeys.

What you'll be doing:

• Mission Control - Act as the primary point of contact for escalated service delivery and customer experience issues, ensuring timely and effective resolution.
  • Executive escalations.
  • High level customer escalations.
  • Outages & Emergency response.
  • Last minute fire tiger team organization.
• Data insights gathering, streamlining and measurement.
• Templates and documentation standardization and library management.
• Process documentation support and communication/training assistance and coordination across stakeholder groups.
• Identify opportunities for process improvement and implement best practices to streamline operations.
• Foster a culture of continuous improvement, encouraging team members to contribute ideas and solutions.
• Service Delivery Optimization.

• Analyzing current service delivery processes and identify areas for improvement.
• Partnering with Sr Director to define and implement strategies to enhance the efficiency and effectiveness of service delivery.
• Collaborating with cross-functional teams to ensure seamless integration of new processes and technologies.
• Monitoring service delivery performance and ensure that key performance indicators (KPIs) are met or exceeded.
• Promoting a culture of learning and professional growth, encouraging team members to stay updated with industry trends and innovations.
• Facilitating knowledge sharing and best practice exchange within the team and across the organization.

You'll need to have:

• Bachelor's degree or four or more years of work experience.
• Four or more years of relevant work experience.
• Background work on customer support and customer success platforms and internal user experiences supporting the customer experience.

Even better if you have one or more of the following:

• Master's degree in Computer Science, Business Administration or related field
• Proven track record of successfully leading and motivating technical teams.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent communication, interpersonal, and presentation skills.