GSS Care Center Program Manager

Directly reporting to the GSS WW Care Center Director

  • As Care Center Project Manager main responsibilities are:
  • Provide strategic vision, planning and implementation leadership for key initiatives in the remote support area, properly balancing customer satisfaction, efficiency and effectiveness.
  • Investigate, design and implement new remote support strategies to meet service and hardware business goals, utilizing technical and business skills.
  • Prepare and present project updates to the GM staff.
  • As Care Center Business Program Manager main responsibilities are:
  • Liaison between Regional Care Centers and HW divisions (3D, Latex and PLXL) making sure the business current and future needs are well aligned with the Remote support capabilities.
  • Close alignment and teamwork with cross-functional partners to deliver business results, including regional Go to Market Units, Field Delivery Ops, Spare Parts Supply chain, division and other functions within GSB.
  • Promote maximum alignment of processes, tools & metrics between the different regional Care Center organizations

Qualifications

  • At least 5 years professional experience in support operations or customer assurance.
  • Engineering bachelor's degree (MBA preferred).
  • Strategic mind-set.
  • Flexibility to change assignments and areas of focus according to the business needs. Able to deal with ambiguity in a complex/global environment.
  • Strong process focus to deal with cross-functional assignments.
  • Cross-cultural experience to productively manage the relationship with diverse groups of stakeholders.
  • Ability to interact with senior management level in different business functions.
  • Ability to multi-task and meet report schedule in a tight time period.
  • Savvy negotiator and able to move roadblocks.
  • Customer focus / advocate. Understand E2E product lifecycle and customer needs so customer experience is designed according to their expectations.
  • Demonstrated skills in planning and financial analysis

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