The Contact Center Operations Manager, is responsible for driving the overall operations of the contact center, fostering an environment of service excellence across all CX channels, including voice, e-mail, chat, SMS, web reviews, and social care.
Assist in facilitation and design of promotional literature to keep Rexnord top of mind with the customer base, material ties back to product line goals and specific market and contributes to increased market share.
The Senior Product Manager is a Global leadership role that is accountable for the growth of our Marine & Stationary Portfolio. Our Senior Product Manager will play a key role in influencing global JVs, launch new products, manage cost and price and create and intercept market demands. This is a pivotal role in a very matrix organization and may be expanded to other complimentary product lines.
Provide effective portfolio/program management process leadership to assigned product categories and plants. Ensure proper application of project management tools, stage/gate models and prioritization.
Understand the competitive landscape, collect VOC (voice of customer) and complete specific research projects in support of product planning process and develop pricing strategies and unique value propositions.
Maintain close contact with marketing functions, agencies and sales producers to define target market segments, market requirements, key business strategies, and the competitive environment for our products.
Responsible for the stable and efficient management of day-to-day operation services outlined in client contracts and agreements which includes, system administration, monitoring, incident resolution, change control management, security and compliance, capacity/scalability process planning and disaster recovery.
The MOS will arrange and procure appropriate service support and approvals in order to resolve service issues in the best interest of the customer and CTM in compliance with established contractual commitments.
To perform this job successfully, an individual must be able to perform the essential duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.