?We are looking for Global Product and Customer Support Delivery Manager for our client in Mountain View, CA
Job Title: Global Product and Customer Support Delivery Manager
Job Location: Mountain View, CA
Job Type: Contract ? 12 Months / Contract to Hire / Direct Hire
Management and Team Effectiveness:
- Effectively plan for business readiness including; training, migration planning, execution, and system cutover to ensure smooth transition of current and inflight projects.
- Experience delivering consistently in an environment with outstanding Product Support customer service expectations.
- Contribute to the continued development and support of the existing change capability through demonstration of best practice techniques and knowledge transfer.
- Lead team members using a performance management and development process to encourage employee contribution and includes goal setting, feedback and performance development planning.
- Empower employees to take responsibility for their jobs, goals and development. Delegate responsibility and expect accountability and regular feedback.
- Maintain ongoing communication with team members through departmental meetings and regular one to one sessions.
Production Support, Incident Management and Resolution:
- Develop and guide a strategic vision for the Product Support team that furthers the corporate goals and business direction.
- Take full responsibility for incident and problem management activities at a daily transactional level
- Develop and implement processes and procedures to improve operational efficiency, customer satisfaction, and goal attainment.
- Define metrics to demonstrate productivity or efficiency gains / introduce and track key performance measures.
- Create and develop internal tools and documentation to improve overall departmental efficiencies.
Project Execution and Measurement:
- Manage the delivery of inflight projects through the complete lifecycle from inception through to operation. This will include ensuring that everything is delivered on time, meets quality expectations and is within the agreed budget.
- Manage Account profitability, come out with ideas on automation, value ads to clients on a quarter on quarter basis, improved CSAT for the account.
- Proactively identify and implement process change based on past experience and root cause analysis.