Global Customer Engagement Governance Manager
HP in Boise, ID
- Type: Full Time
The Global Customer Engagement Governance Manager is part of Global Digital and Contact Center Support organization; Reporting to the Global Customer Engagement Director. The team is responsible for key Strategic, Transformation and Governance activities for Customer Engagement and Assisted Support.This position is key to bring alignment and efficiency between Global, Corporate, Regional and Market teams to continuously drive governance and operational improvements through organizational frameworks and strategic initiatives.The candidate will need to have the ability to be an effective leader & advocate for organizational changes & business transformation.? Provide value added Services and Strategic contributions that enables the assisted support transformation, by focusing on: Management of Change, Global Governance's including alignment with key stakeholders.This role will strongly support the Digital Assisted Transformation, also contributing to key projects.Additional:Need to apply advanced subject matter expertise and knowledge to solve complex business issues. Subject matter expert within the environment of assisted support processes, policies, regulatory & compliance as it relates to Global Trade, Brand Security, HP Privacy, HP Legal, CC Ops & Contract Management).Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.Additional Guidance/Criteria:Directs and controls activities within Global Organization.Typically manages 6 to 10 direct reports. Span of Control guidelines may differ from these numbers.Responsibilities:Manage a staff of (6) regular full-time employee, including managing teams across geographies.Strong leadership ability to strategize, frame and maintain engagement in relationship to Customer Support and Engagement, Contact Centers activities, Global Processes, Trade, Compliance and Fraud Programs etc.Ability to drive partnership inside and outside organization to reach strategic benefits for customer support businesses.Ability to build strong vision and partnerships across functions, region and worldwide.Owns and manage engagements between GDCE organization and corporation functions that enable organizational capabilities: HP Global Trade, HP Brand Security, HP Privacy & Cybersecurity.Build Governance, engagement framework & Cadence with strategic partnerships between WW, regional and HPI functional entities as noted above.Budget and flash management. Participation in organizations annual LTP processWork across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs that drive/deliver improved customer experiences and customer loyalty.Utilizes an in-depth understanding of customer support, assisted support business and complex requirements to develop business cases, validate the solutions, and demonstrate valued added contributions.Experience with Governance Models and alignment reach through leadership and Structured and Organized approachesStrong knowledge and deep understanding of contact centers and outsourcing environment.Utilizes technical and business skills to lead complex cross-functional activities that drive continuous improvement in the customer experiences and key organizational metrics.Provides mentoring and guidance to peers and employees.Education and Experience Required:A bachelor?s degree in business or related field or an MBA.5+ years proven track record in business management & leading teams.Knowledge & experience of service & support evolution through digital transformation strategies.Knowledge and Skills:Strong ability to work in complex environment (horizontal levels, global, corporate, global and regional)Demonstrate broad knowledge of CS strategic imperatives & business plans (POA).Demonstrate broad knowledge & experience of organizational policies, assisted support operations, digital transformation strategies, HP 10 Market structure.Experience & knowledge of Global Trade, HP Cybersecurity, HP Brand Security (CVS) & HP Privacy; processes, policies and procedures as it applies to assisted support operations.General knowledge & experience of working with external service providers through contractual engagements & management (SOWs & MSAs).Demonstrate functional or business knowledge: digital transformation, RPA, AI, ML & MS Power Apps platform.Medium to high knowledge of assisted support operations & management, IT, Global Trade, HP Brand Security, HP Privacy & Cybersecurity protocols & requirements; and customer support & services industry.Problem detection and analysis for root causation. Fundamental analytical and conceptual thinking skills.Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames.Project management and change management skills. Project and change management training and certification as appropriate.Excellent presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus that impact internal and external stakeholders on WW basis.Demonstrate a solid understanding of business planning methods.Ability to mentor global & regional personnel on business/assisted support operations.Executive level communication and presentation skills.Demonstrated leadership and staff development.PandoLogic.Category: Marketing & Biz Dev, Keywords: Customer Marketing Manager.
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