Global Customer Success Quality Program Manager
San Jose, Costa Rica
hace 11 horas

SMG's Global Customer Success is a worldwide team which effectively partners with all Intel business units to provide a full range of customer support that spans the lifecycle for Intel's products, programs, and services.

Our global services are scalable to meet the needs of every customer from the single end user to the large-scale distributors and original equipment manufacturers.

These services include design-in testing tools (TNT), pre-sales tech enablement (ADC) to post sale technical support and warranty (ICS) for all Intel branded products, programs, and services.

In this position you will manage all aspects of formal quality assurance activities across the organization, setting policy and processes to drive consistency and performance to standards across the organization.

Responsible for KTBR and evolution / roadmap of quality systems and tools to meet the needs of the organization which may include complex IT transformation efforts as well as work with external vendors.

Ownership of GCS's Quality Builder tool includes the processes and actions for collecting and analyzing data throughout the support case lifecycle in order to analyze case quality, identify and drive improvement efforts through to closure, and report on key metrics specific to customer experience as well as case handling by engineering and contact center resources.

Solid Business Process Management (BPM) is a key aspect of this role helping to identify process improvements needed, directly own or coach others to develop / document highly effective processes, ensuring internal and external content aligns with Knowledge Management / KCS standards.

The successful candidate will play a key role in enabling quality and timely delivery of key programs / projects that are both cross-organization and highly visible.

The successful candidate will exhibit the following traits :

Organized, with a natural inclination for both strategic and tactical planning, with the willingness to turn strategy into tangible deliverables.

Detail oriented with strong focus on documenting, tracking, reporting on Quality program activities and results.

Passionate about driving high quality and effective standards within our tools and program.

Independent worker with willingness to manage ambiguity.

Willing to effectively multi-task.

Sensitivity and good understanding of organizational issues and challenges.

Willing to communicate effectively at all organization levels and adjust delivery and content to align to the audience.

Excellent active listening skills.

Willing to positively partner and influence others towards a common vision or goal.

Viewed as a true partner, coach, mentor, and effective collaborator working together to achieve organization's objective

Willing to establish and maintain trust, credibility, and build solid relationships.

High level of professionalism, energy, and sense of urgency to make things happen.

Resilient and tenacious with a propensity to persevere.


Minimum Qualifications :

  • 4+ years of first-hand experience in managing cross functional, global programs.
  • 3+ years direct experience managing cross-functional, cross-organizational meetings / workshops to drive consensus.
  • 2+ years direct experience managing quality focused, customer experience related program / processes.
  • Exceptional written and verbal communication and presentation skills, to global audiences of varying seniority.
  • Bachelor's degree in business related field, finance, communications, marketing, or another related field.
  • Preferred Qualifications :

    Knowledge Centered Services v6 Practices Certification, Trainers Certification.

    Salesforce CRM experience.

    3+ years Customer Support operations experience.

    Project Management Professional (PMP) Certification.

    Knowledge of SMG's processes, customers and overall objectives is advantageous.

    Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork / classes / research.

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