US National – Telecommute
Senior Manager, Service Center
United States of America – Home Based
In this role, you have the opportunity to:
The Senior Manager, Service Center is a dynamic and self-motivated individual who will be leading a zone based technical and clinical support team. You will ensure our customers are receiving the highest levels of service and support, while driving our business goals. This individual should be driven with proven leadership capabilities enabling your team to achieve world-class levels of customer satisfaction. This role will guide and grow the technical and clinical support team as well as manage and triage all critical issues within your specified zone. Service Center Manager will review objectives to determine success of operation. Involved in developing, modifying and executing company policies that affect immediate operations and may have company-wide effect. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide high levels of customer satisfaction through the delivery of world-class technical and clinical support services.
You are responsible for:
Management of zone based clinical and technical support teams
Responsible to provide report outs and service recovery plans for all escalations (internal and external stake holders)
Maintain and improve individual performance levels of team to ensure targets are met
Accountable for all technical service recovery and restoration plans
Work with other team managers to ensure efficient and effective coverage of hours and skills
Manage cases and ensure outstanding customer service levels are being exceeded
Responsible for overall satisfaction of all customers within your zone
Escalation point for key stakeholders regarding customer support related issues
Lead calls with internal/external stakeholders to review status and updates
Provide prompt and complete resolution of technical challenges and business issues
Liaise and work closely with the following:
Global support teams and leaders Product management teams Third-party product management teams Account executive teams on issue reviews, case volume, escalated technical issues and product roadmap changes/new features and for critical escalations R&D Implementation teams
Identify and drive areas of process improvement, including by not limited to: envisioning and building new monitoring and/or reporting tools, creating or improving existing policies/procedures, as well as developing improved support practices
Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support while fostering a culture open to collaboration across boundaries
Coach and train the team
Responsible for the team’s key performance indicators
Accountable to report out health of zone and customers weekly
Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
Represent your zone on cross-organizational teams to deliver on organizational objectives.
Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.
Develop and maintain Support procedures and policies.
Advocate for customers and define ways to continually add value to the customer experience.
Serve as a manager, mentor, knowledge resource, and escalation point for clinical and support employees; Build credibility and trust within the support group.
You are a part of Enterprise Diagnostic Informatics
To succeed in this role, you should have the following skills and experience
Minimum of 5+ years managing a Healthcare based technical support team
Client Services , Computer & IT , Technical Support