AVP - Program Management - Digital Customer Service - IIM/FMS

AVP Program Management - Digital Customer Service for a Global MNC in Hyderabad.

Job description :

Dedicated to improving the customer experience through implementation of large and medium scale projects and programs within the Digital Customer Service ecosystem. This will be achieved through the development and implementation of a scalable platform that represents the best customer experience available.

Key Responsibilities:

- Define a world class customer experience that advocates for simplicity and doing the right thing

- Advocate for the customer by reviewing product requirements documents, ensuring clear communication of those requirements to the business, design, usability and development teams

- Provide effective and inspiring leadership by being actively involved in all programs and services, developing a broad and deep knowledge of all programs

- Manage all key aspects of Product/Service launch readiness relevant to the Business programs supported

- Serve as liaison between CS and Devices business teams, focusing on defining lean, strategic processes that will continuously improve the Devices experience adding customer delight

- Partner with hardware and software development teams and product managers, while driving the creation of functional specifications to be used by multiple teams to build internal resources and customer-facing CS materials

- Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the Customer experience

The ideal candidate will be a strong product and process thinker with a reputation for customer centric strategies. The role demands a leader who is forward thinking and innovative with the intellectual capacity to evaluate at a wide array of options and identify what truly matters. One who is focused on the strategy for the coming years; planning and developing for scale, efficiency, and international expansion. He or she will be passionate about usability and have a track record of eliminating defects and simplifying products and the support delivery mechanisms. A critical element to that end requires a strong reputation for attracting and developing the best talent. He or she will be someone remains connected to the details of the business while cultivating the broader strategic vision. Finally, this leader will be known for maintaining composure and steady vision in a fast moving, dynamic, and ambiguous environment.

Desired Candidate profile :

- MBA or equivalent from an accredited Top University like IIMs, FMS, etc. with atleast 8+ years of overall experience and having 5+ years of program/product management experience in driving Digital Customer Service Programs / Projects.

- Self-starter with the ability to define goals and strategies without significant management oversight

- Experience with complex problem solving and analysis

- Leadership style that builds consensus around solutions to complex problems, especially in ambiguous situations

- High degree of organization and ability to manage multiple, competing priorities Excellent communication (verbal and written) and collaboration skills that will enable you to influence and earn trust at all levels

- A sharp focus on detail and a desire to roll up your sleeves

Interested candidates can mail their profiles or call us @ 040-401012010/11.