Customer Support Business Manager – Print
About The Position
We are seeking a dynamic and strategic Customer Support Business Manager to lead our customer support operations end-to-end and align service efforts with key Printing business objectives across warranty and consumer carepack activity. This role requires a blend of operational and financial expertise, data analysis, and strong leadership to ensure exceptional customer satisfaction, drive efficiency, and foster organic growth. The ideal candidate will be adept at leveraging technology, including AI tools, to streamline support processes and deliver superior results.
Requirements
- Customer Centricity
- Strategic Thinking
- Financial acumen
- Stakeholder Management
- Resilience
- Team Management
Responsibilities
- Strategic Planning: Develop and execute comprehensive customer service strategies focused on improving customer experience and achieving business and financial goals.
- Financial Management: Oversee monthly and yearly financial exercise (flash and budget) and coordinate actions across Customer Support functions to ensure attainment of financial goals.
- GBU engagement: act as the primary point of contact with BU leaders as representative of Customer Support organization. Drive strategic alignment and decision-making process to define and orient Support strategy.
- Team Leadership & Development: Recruit, mentor, and develop a high-performing team of support agents. Foster a positive and collaborative work environment that encourages excellence and ongoing skill development.
- Performance Analysis & Reporting: Analyze customer feedback, service metrics (KPIs), and trends to identify areas for improvement, implement data-driven solutions, and report key insights to senior management.
- Issue Resolution & Escalation: Take ownership of complex customer and business issues, resolve high-priority concerns, and implement effective escalation processes.
- Process Improvement : Develop and implement customer service policies, procedures, and standards to optimize efficiency and consistency.
- Team budget Management: Manage departmental resources and adhere to the approved budget to achieve qualitative and quantitative targets.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including;
- 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
