Retail Customer Care Readiness Program ManagerCork, County Cork, Ireland Support and Service
Add to Favourites Retail Customer Care Readiness Program Manager
DescriptionYou will identify, define and drive contact centre readiness launch strategies, provide guidance to support Apple policies, resolve complex issues and support positive customer and employee engagement with Apple.
You will be able to determine necessary communication, training and policy creation requirements required for a successful launch.
The Readiness Program Manager will manage an efficient contact centre escalation path for identifying and resolving program/product launch issues.The role will require cross-functional coordination to identify and implement ongoing improvements to internal processes and tools to support business efforts.
You will collaborate closely with worldwide business partners across multiple organisations.
You will work to streamlined timelines to support broad and diverse project profiles with limited pre-disclosure.Responsibilities:- Provide leadership and ongoing feedback to support product, program and project readiness to ensure all call centre specialists are prepared- Implement standardisation across all regions for readiness initiatives- Coordinate and lead localised command centres for internal and external leadership during key launches, including determining and assigning roles and responsibilities- Simplify complex concepts for specialists and customers, create content when required- Develop KPIs, scorecards and internal processes to reduce cost and drive business improvements- Host on-site launch command centres and events around NPIs, promos and other major launches
Minimum QualificationsDeep understanding of the online retail environment overseeing projects, initiatives, or programs across people or teamsExperience working at a multifunctional global scale and with partners in different regionsStrong analytical and problem-solving skills, can understand customer data and convert into insights and actions.Working knowledge of SAP and ExcelPreferred QualificationsExperience in contact centre environment and fulfilment operation a plusHands on experience in product, project or program management or order fulfillment in the tech industryPMP certificationOutstanding written and verbal presentation skillsNon-standard business hours and some travel will be required.Obsessively focused on the customer and employee experienceProactive team player with a can-do attitude and a deep sense of ownership and accountabilityMust display great ability to prioritise deliverables, focusing on critical path items with a persistent attention to detailRequires the ability to change the thinking of, or gain acceptance from others in sensitive situations- without damage to the relationshipBA/BS degree preferred or combination of relevant work experience and educationAdd to Favourites Retail Customer Care Readiness Program Manager
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