Manager, GC Service Delivery team

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Primary Job Responsibilities

The Manager, Customer Service Delivery will lead a Customer Experience organization responsible for customers and employees in Greater China and supporting the global business. As a key member of the Customer Service Delivery leadership team, this person will be responsible and have the attributes to perform in the following key areas

Customer Development

• Customer Centric thought process with the ability to listen to customer needs, synthesize, and develop a strategy for improved business performance.
• Excellence at deploying product, policy, or process change to ensure our customers and front-line teammates are prepared and successful.
• Experience improving Customer Satisfaction Scores through improvement in front line teammate development, process improvement, and tool development.
• Partner with Business Units to implement improvements for our customers.

Employee Development

• Passion for the training and development of each employee.
• Improve overall employee satisfaction scores and improve overall attrition rates Intense focus on developing Direct Reports and enabling them to thrive.

Leadership

• Passion for challenging the status quo, take appropriate risks, and be provocative
• Excellent influence and engagement with peers around the world, and have the ability to work with Business Units in an effective and productive way
• Lead change in ways that motivate and inspire others.

Job Requirements

This person must have experience in leading and managing large customer service teams. Experience in a contact center and/or ecommerce industry is desired. The ideal candidate will have a blend of the following in their background:

• Bachelor degree and above.
• 5 years + operational leadership experience in a customer service or e-commerce industry.
• Proficient in both English and Mandarin including reading and writing.
• Rich experience in global and cross-functional organizations
• Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a growth environment.
• A successful track record in achieving and exceeding customer service goals in a high growth business
• Process/operational improvement background (Six Sigma/Lean certifications) in transaction business is desired.

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