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About the role
This role owns Continuous Improvement workstreams with the Product Area for our top contact and business drivers. You will organize Case Reviews, Immersions, and report on support trends for actionable insight discussions. You will be responsible for the operational transition of 1:1 support, requiring precise execution to avoid customer friction and maintain service levels.
What they're looking for
- Bachelor’s degree or equivalent practical experience
- 8 years of experience in a project management or a customer-facing role
More about this role
- Lead execution of domestic and international retail store openings, prioritizing complex new market entries.
- Collaborate with retail teams to ensure product launch readiness, managing training deployment, troubleshooting, and escalation frameworks.
- Oversee critical workstreams like Policy and Content Localization, Systems and Telephony Infrastructure, and deploying new support capabilities.
- Liaison between Engineering, Retail, and Product Area stakeholders to harmonize hardware/software troubleshooting and refine customer support experiences.
- Drive advanced AI into Global Support Center and retail workflows to automate routine support and optimize resource allocation.
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a project management or a customer-facing role.
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- Experience leveraging AI, machine learning, or automation to transform customer support environments or operational workflows.
- Deep experience with international product launches, retail infrastructure, or telecommunications operations.
- Ability to navigate...
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