Customer Excellence Manager
IDR 1,234 - 5,678/month
3 - 5 years of experience
發佈 1 個月前更新 8 天前
CUSTOMER EXCELLENCE (CX) MANAGER
Support operations team in identifying, verifying, analysing, and implementing process improvement and process re-engineering opportunities.
Provide technical and analytical support for process improvement initiatives.
Develop process analysis and re-engineering to improve efficiency, lower costs and improve CS quality.
Facilitate the design and implementation of new/improved process models.
Train and guide resources in process improvement techniques.
Manage and lead process team to achieve desired results.
Assist in development of new process capabilities.
Perform project management, analytics, and measure to ensure milestones are met and deliverables achieved.
Coordinate with various teams to analyse project results and performance.
Collaborating with stakeholders and cross-functional leads to manage project scope, plan resources, maintain schedules, and facilitate communication.
Organizing and leading cross-functional project team meetings (agenda, scheduling, presentation, etc.).
Identifying resource constraints, risks, and conflicts with potential impact to project deliverables.
Monitoring delivery progress and determining if teams have the velocity, skills, and tools to execute work according to the current project plan, and continuously assess the need.
Bachelor’s degree in applied sciences, technology, or related field or equivalent work experience required, Master’s degree a plus.
At least three years of relevant experience in Customer Excellence and agile project management preferred.
Experience working within a start-up and/or ambiguous environment, with proven experience to be adaptable a plus.
Ability to build relationships and manage expectations and performance.
Outstanding communication skill, fluent in english is a must.
Outstanding organization, time management, data analysis, prioritization skills, and a proven track record of handling multiple initiatives and work streams at once with minimal supervision.