Global Customer Success Warranty Program Manager
SMG's Global Customer Success (GCS) is a worldwide team which effectively partners with all Intel business units to provide a full range of customer support that spans the lifecycle for Intel's products, programs, and services. Our global services are scalable to meet the needs of every customer from the single end user to the large-scale distributors and original equipment manufacturers. These services include design-in testing tools (TNT), pre-sales tech enablement (ADC), program and event management (IDD), to post sale technical support and warranty (ICS) for all Intel branded products, programs, and services.
In this program/escalation manager role your focus will be on ensuring a low effort/high satisfaction customer experience specific to Intel Customer Support warranty services and resolving customer escalations/critical issues specific to global warranty support . You will partner closely with Intel Global Reverse Logistics( GRL), Intel business unit stakeholders, and various ICS vertical and horizontal managers/teams to drive a common project portfolio, management of key performance indicators, robust business process management, competitive benchmarking and industry research to ensure Intel is offering our customers best-in-class warranty services and optimize the end-to-end warranty lifecycle globally.
In addition, you will be the primary escalations/critical issues manager responsible for managing reactive resolution responses as well as leading cross organizational task forces and project teams to address larger scale issues and/or strategic opportunities for improvement, optimization, and innovation. This is a highly visible, matrixed role requiring partnership with Legal, PR, and Global Communications.
This position requires the strong ability to think strategically, influence effectively and communicate succinctly, and excel/lead under pressure while maintaining a calm, organized, holistic approach. Role can also include handling of highly confidential and sensitive data requiring utmost discretion.
The successful candidate should exhibit behavioral traits that indicate:
-Independent, self-starter with ability to manage through volatility, uncertainty, complexity, ambiguity
-Works well under pressure with demeanor to handle difficult situations
-Strong customer orientation, communication and stakeholder management skills
-Proven success in a matrix environment requiring formal partnership and influencing
-Refined project/program management skills -Strong attention to detail
-Flexibility in work schedule to work globally or outside of normal business hours.Qualifications
You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates. This Position is not eligible for Intel immigration sponsorship
5+ years of direct experience in:
-End-to-end knowledge of Intel's or other global corporation’s warranty-related support structure, including supply chain, global reverse logistics support processes
-Working in a customer-facing/impacting role within a global organization
- Project/Program Management
Bachelor's Degree in Business, Communications, Marketing or any related field.
Experience using Salesforce applications including Intel's Service Cloud/Sales Cloud
Power BI user or developer experience
PMP certification, and or Lean Six Sigma certification
Contract/Vendor Management experience
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