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Job Category
Operations
Job Details
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As the leader of the CSG Support Strategy & Operations team, you'll partner with the leaders of Japan and Korea Technical Support organization to understand the business needs and to drive business success together with the leader. Our team's mission is to help business leaders to develop business strategy, drive strategic initiatives, deliver customer success, and achieve operational excellence.
Responsibilities:
Success will be measured by the overall performance of the team to help Japan and Korea Technical Support organization to achieve their goals for delivering customer success and driving operational excellence.
- Drive the industry-leading technical support
- Work with other departments to drive Customer Success
- Develop business strategy to drive profitable growth
- Plan resource and budget
- Manage budget to maintain healthy PL
- Provide data driven intelligence & strategic insights
- Support performance management with metrics and scorecard
- Conduct business review
- Drive strategic initiatives
- Facilitate to ensure technical support delivery readiness for new products and new services
- Improve case deflection by providing effective Self-service support
- Manage policies and processes
- Manage the safety, security, and compliance of our business
Required Qualifications:
- Successful people management experience in technical support team or strategy & operations team
- Experience or working knowledge of technical support service delivery for enterprise customers
- Ability to drive business planning, budgeting, and controlling expenses
- Organizational strategy development and KPI design skills
- Ability to develop ROI driven business case
- Considerable experience in project/program management
- Excellent stakeholder management skill
- Ability to effectively develop and present materials that are appropriate for the audience, and present to executive level stakeholders
- Excellent written and verbal communication skills in Japanese
- Business level written and verbal business communication skills in English
- Thought leadership, Innovative thinker
Preferred Qualifications:
- Extensive experience planning and deploying enterprise level business initiatives
- Extensive experience in large program or project management
- Ability to leverage AI
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