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Strong employer brand, metro location, and broad generalist manager role increase candidate competition.
Customer-care operations, SAP and industry process knowledge yield medium cross-industry transferability.
Mandatory 10+ years, SAP expertise, and CI/Lean expectations create high candidate filtering.
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Lead and manage a global customer care team to ensure effective and timely resolution of customer issues and high-quality service delivery.
Drive process optimization and improvements using Continuous Improvement (CI) and Lean methodologies to reduce customer efforts and enhance productivity, including enabling automation where feasible.
Collaborate with cross-functional departments to resolve complex issues and contribute to achieving business operations goals and KPIs, including managing team performance and development.
Bachelor's degree required; MBA or equivalent professional qualification preferred.
Minimum 10 years of customer service experience in a fast-paced environment.
Expertise with SAP systems (CRM, ERP, ECC) and proficiency in MS Office.
CI & Lean certification and willingness to travel for business as required.
Experienced leader with a strong track record in managing and optimizing global customer care operations in complex, fast-moving environments.
Proven capability in applying Lean and Continuous Improvement principles to drive operational efficiencies and process automation.
Adequate strategic collaboration and communication skills for working with multiple stakeholders and handling escalations, with a focus on meeting business performance metrics.