Business Process Owner Customer Service Manager

Summary:

This role will be responsible for owning the global customer service business process by leading and partnering with stakeholders to develop and drive strategies, design and implement process improvements, as well as participate in a corporate wide enterprise resource planning deployment.   

Essential Functions:

• Defines future state process for functional group by identifying gaps and business improvement opportunities.
• Partners with IT in understanding technology business needs and future strategy.  Monitor, discover and evaluate new and evolving service offerings to support continuous improvement and value creation in the function. 
• Leverages knowledge insights from functional group to ensure that value delivery from process improvements is well understood by key stakeholders and ensure all are aligned on key objectives.  Support functional leads in realization of benefits linked to process and technology improvements.
• Together with BPO Team, serves as product owner for process changes and enhancements by working with other business and process leaders to align strategies and priorities to maximize value of delivered solutions. 
• During specific deployment initiatives, builds and manages relationships with functional implementation leads and to move initiatives forward, raise concerns to appropriate leaders early and resolve open issues that prevent group progress.  Report updates and monitors KPI’s to organizational leaders on progress of projects, risk, dependencies, budgets, issues, critical milestones and actions during and post implementation.
• Other duties as assigned.

Qualifications:

• Bachelor’s Degree.  May consider equivalent work experience in lieu of degree.
• 8+ years customer service and/or product line management experience
• Prior experience implementing continuous improvement practices for a business unit and/or function.
• Travel: 10-25%