Sr. Service Manager - Guest Reliability Engineering

Description: Join us as a Sr. Service Manager - Guest Reliability Engineering
As a Senior Service Manager in Guest Reliability Engineering, you will be responsible for monitoring, analyzing and influencing action on a collection of technology products/services.  You will accomplish this by taking a Guest Centric view on how technology products/services are utilized, understanding stability patterns, escalating insights/issues, reporting and the overall advocating for stability/resiliency.

Use your skills, experience and talents to be a part of groundbreaking thinking and visionary goals.  As a Senior Service Manager - Guest Reliability Engineering, you'll take the lead as you...

  • Monitor and manage business outcomes (i.e. error budget) across managed products and services
  • Responsible for business outcome management and issue resolution of service portfolios
  • Integrate the business partners, TTS and providers for seamless delivery of business outcomes
  • Partner across products and services teams to provide holistic, end-to-end experiences that Guest/Team Members desire
  • Act as an subject matter expert (SME) for managed products and services
  • Act as a reporting / data analyst to define quality metrics, reports and dashboard that are predictive, proactive and actionable; including the cross-team consolidation of key metrics (balanced scorecard)
  • Develop measures and processes to understand and drive prioritized stability backlog tasks
  • Assist in prioritizing key incident or quality issues for technology teams
  • Ensures key business objectives are met through service delivery
  • Proactively shares opportunities to improve efficiency and effectiveness of their area.
  • Bachelor's Degree B.A./B.S or equivalent work experience
  • Minimum of 5 year retail business/technology experience
  • Demonstrated track record of effective results oriented tasks
  • Ability to work in a fast-paced and rapidly changing environment
  • Analytical, reasoning, and negotiations skills
  •    Interpersonal, verbal, presentation and written communication skills
  •    Willingness to collaborate with multiple partners

Preferred Requirements:
  • Competency is needed in the following areas:
    • Technical
      • Applying procedures, tools and methods
      • Ability to troubleshoot technical problem and understand technical ecosystem
    • Business
      • Understanding business organization
      • Planning, prioritizing and administering work
    • Behavioral
      • Leading, inspiring and building trust
      • Thinking strategically
      • Building relationships/ team working
      • Influencing and persuading
      • Principled negotiating
      • Resolving conflicts and problems

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