Backlog Management Manager

hace 1 semana

Guadalupe, México Acuity Brands A tiempo completo

Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir... para nuestros clientes, nuestras comunidades y nuestro planeta.

Acuity Brands, Inc. (NYSE: AYI) es una empresa de tecnología industrial líder en el mercado. Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir. A través de nuestros dos segmentos de negocio, Acuity Brands Lighting and Lighting Controls (ABL) e Intelligent Spaces Group (ISG), diseñamos, fabricamos y lanzamos al mercado productos y servicios que marcan una valiosa diferencia en la vida de las personas.

Estamos posicionados en la intersección de la sostenibilidad y la tecnología. Nuestros negocios desarrollan tecnología que ayuda a ahorrar energía a nuestros clientes y reducir sus emisiones de carbono. Logramos el crecimiento a través del desarrollo de nuevos productos y servicios innovadores, que incluyen iluminación, controles de iluminación, soluciones de gestión de edificios y aplicaciones con reconocimiento de ubicación.

Puede utilizar esta publicación para cargar su currículum e información.

**Resumen del trabajo**:

- Support and Manage
- Ensure the customer is represented on the factory floor, every day
- Manage a team of customer support professionals tasked with exceeding the order
- management expectations of our agencies and customers
- Step-In, every day, to support the tactical needs of the team
- Act as a point of escalation for both internal and external issues
- Build valued relationships with our internal partners and support teams to drive our
- transformational efforts and achieve ABL’s goal to “increase the industry service level”
- Ensure collaborative work is in place with Production, Distribution, Sourcing and Product
- teams to deliver to customers´ expectations
- Continuously evolve the processes, structure, skills, and abilities of the backlog
- management team ensuring that everyone presents a common, expectation exceeding,
- experience to our customers
- Ensure those you lead are supported with training and resources to sustainably serve
- our customers while growing their respective careers- Mentor
- Guide team members on their career path, helping create plan that leads to positive
- growth/upward mobility
- Make space for associates within the org to try and learn new things
- Utilize Acuity's systems and processes for team member performance feedback and
- coaching on a regular basis- Customers and Agents
- Lead & participate in customer / job site visits; Particularly large or strategic customers
- to establish experience presence, firsthand experience to customer impact, and to
- receive customer feedback for improvements on service and the overall customer
- experience- Company Initiatives
- Active owner of annual initiatives to increase the industry service level
- Active owner of annual initiatives to improve team productivity
- Active owner of annual initiatives to improve CX cultural norms
- Technology you´ll leverage:
- PowerBI. Some of the information you’ll need is likely accessible in PowerBI. You’ll want to have- Agile. Our agents (more so than customers) rely heavily upon Agile, the processes it enables,

and the business rules it enforces. Prepare to develop breadth and depth in both the processes
- and the technology.- Common CRM. We have and will continue to add key customer support and engagement activity

in a common CRM. We will use the platform to define our standard work and build complete
- customer stories such that anyone can speed up on a customer or agent account quickly.their process and business operations to support internal/external customers (i.e., ORET, ACP
- Portal, Item Explorer, Oracle, AE tool, Dimensions 360 etc.).- MPS tool (Master Production Schedule). We will increasingly use this new platform to serve our

business.**What we are looking for in you**:

- Customer empathy and advocacy. Ability to step into someone else´s shoes and “feel” their

struggle to truly understand their pain and fight to improve their experience. You must be a
- natural and strong advocate for our customers. Your efforts must improve the customer
- experience, which can sometimes be more difficult than it sounds.- Process driven. We must serve our customers beyond their expectation, and we must have

sustainable, repeatable, efficient, and continuously improving processes. The details matter.- Curious. There is always an improvement to be made. Be curious, learn, engage, and drive

impact.- KPI (Key Performance Indicators) driven. Find ways to measure how well we´re serving our

customers. Drive teams based on action plans from these results.- Expertise. Expert knowledge of our business processes and deep, relevant domain knowledge of

two or more Acuity domains. You need to fully understand anything that could impact on the
- customer experience at any point and how we can resolve it.- Business acumen. Elevated level of business ins

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