RESPONSABILITIES:

•Operational Leadership:

1. Lead the execution of Solution Center strategies aligned with regional and global goals.
2. Oversee daily operations to ensure seamless collaboration between Customer Service, Technical Support, and Inside Sales teams.

•Continuous Improvement:

1. Implement Lean/Six Sigma methodologies or similar frameworks to optimize processes and improve efficiency.
2. Identify and resolve inefficiencies through data-driven solutions and best practices.

•Team Management:

1. Coach and develop team leaders and members to enhance performance and career growth.
2. Recruit and onboard top talent to create a high-performing and inclusive team culture.

•Customer Experience:

1. Act as the escalation point for complex customer issues, collaborating with cross-functional teams to deliver quick resolutions.
2. Ensure alignment between internal teams and customer needs to enhance satisfaction and loyalty.

•Metrics and Reporting:

1. Monitor and analyze KPIs, including CES, productivity, and sales growth, to drive accountability and continuous improvement.
2. Support global initiatives by aligning regional operations with broader organizational goals.

Champion transformation initiatives to improve customer satisfaction and operational efficiencies.

REQUIREMENTS:

•Education/Qualifications

• Bachelor's degree in Business, Engineering, or a related field. MBA preferred.
• 7+ years of leadership experience in Customer Service, Technical Support, or Sales Operations.
• Lean/Six Sigma certification (Green Belt preferred) or proven experience implementing continuous improvement initiatives (desirable)
• SAP – SALES FORCE (knowledge)
• ERP – CRM

•Skills & Competencies

• Customer-Centric: Commitment to delivering best-in-class customer service.
• Continuous Improvement: Expertise in process improvement frameworks like Lean/Six Sigma.
• Leadership: Demonstrated ability to lead and develop multi-functional teams.
• Collaboration: Excellent interpersonal and cross-functional collaboration skills.
• Change Management: Proven ability to lead and adapt in dynamic environments.
• Data-Driven: Analytical mindset with experience in leveraging metrics to drive decision-making.

•Key Performance Indicators

• CES and First Contact Resolution
• Revenue Growth and Customer Retention
• Operational Efficiency and Cost Reductions
• Employee Engagement and Retention
• Process Improvement Metrics