Customer Relations Team - Tools, Process and Project Manager

HP•Rio Rancho, NM

2d•$65,600 - $101,000

About The Position

EMEA Customer Relations Team (CRT) is safeguarding the HP brand by providing the right experience for every customer at the right cost through prevention, proactive care, and differentiation. CRT acts as the voice of the Customer to drive improvements across Customer Support and to retain customer loyalty through pro-active customer engagement and by providing best-in-class complaints resolution. Within this Organization, the Service Excellence, Transformation and Innovation team (SETI) has the responsibility to drive innovative improvement actions to prevent complaints from happening, to enhance the portfolio of solutions available to the agents to support our customers, and to design, deploy and control the processes used by the agents, and the metrics and reports used by the organization to manage the operation.

Requirements

Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
3+ years of professional experience in Business Process Management and/or Business/Finance analytics and/or Project Management
Highly motivated in business understanding and “playing” with high volume of data.
Detail Oriented with ability to explain the global picture.
Ability to communicate across functional boundaries.
Strong quality oriented, can-do attitude.
Great team player, flexible, optimist!
Proactive & confident, can work largely unsupervised in a Virtual environment.
Eagerness to learn and improve, good listener.
Interpersonal skills
MS Office and Power BI

Nice To Haves

Work experience from an international environment is an asset.
Lean Six Sigma and Project Management basics is a plus.
ISO certification and internal assessment skills are a plus.
Experience in Knowledge management tools

Responsibilities

Be main point of contact for business tools used by the team (CDAX, GN, Genesys) issues, initiating the necessary actions and following up until completion
Work with the teams to identify tool improvements that increase CRT operations productivity and efficiency, prioritize them, start the required requests for change and work with the different teams in their deployment
Define process requirements and establish overall process strategy.
Establish governance team for the process based on process scope.
Document the process and manage the changes associated, performing communication to impacted people, training and documentation updates.
Establish process measures and ensure the mechanism to monitor them.
Identify Stakeholders impacted to negotiate process adjustments across CS AMS and interfaces with upstream or downstream processes.
Ensure process compliance, as required.
Ensure timely update (minimum annually) and determine when improvements are required
Support audits (ISO certification 9001 / 14001 / 27001 and QS Certification)
Lead or participate in projects aiming to improve CRT services quality, customer and employee experience, cost or broadening CRT’s solution portfolio
Represent CRT in projects led by other organizations but having an impact on CRT’s services or employee experience