Job description
- Essential duties and responsibilities
- Evaluate existing technology capabilities against operational design to suggest internal improvements for team restructuring, feature design, and process flow modifications. Will be responsible for managing the project cycle of the operational improvements and Live Online miscellaneous feature development.
- Must keep up to date on the existing capabilities of Salesforce, as well as understand upcoming developments to be able to integrate new features into operations.
- Will serve as a liaison with the U.S. team as the country transitions to Salesforce and is responsible for designing any interaction points between the 2 regions, including sales handoff, program delivery, and program completion cycles.
- Will manage, train and coach a team of leads to maintain and improve operational responsiveness to customer concerns. Will analyze the results of customer feedback, satisfaction score, and case management to identify the training area needs for global customer support and technical support teams.
- Will be required to keep up-to-date documentation on processes, schedules, and project assignments of the Americas staff.
- This role requires excellent analytical and problem-solving skills and a proven ability to find answers to business questions via hands-on exploration of data and research.
- The position requires providing clear, transparent communication about progress, priorities and decision-making and what data points are driving the direction in prioritization of the improvement roadmap.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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