Customer Experience Director

hace 5 días

Xico, México Nsc Global A tiempo completo

Overview: Nsc Global seeks a seasoned professional for the position of Customer Experience Director. This role is located in the US and requires a unique blend of technical expertise and leadership skills.

Salary: The estimated salary range for this position is $120,000 - $180,000 per year, depending on experience.

Job Description:

This role involves overseeing delivery excellence of all support towers, managing customer relationships, ensuring client care, and holding profit responsibility. As a Customer Experience Director, you will be responsible for building relationships through open and honest communication, providing comprehensive status reporting to customers and the leadership team, and ensuring that delivery teams meet or exceed Service Level Agreements.

To be successful in this role, you will need to have the ability to create financial forecasts and work with the finance group to ensure revenue and profit targets are met. You will also be responsible for completing billing responsibilities in a timely manner and leading collective activities as necessary.

Responsibilities:

  • Coordinate all resources of the tower (including off-shore)
  • Orchestrate end-to-end-services for the involved towers (top of stack)
  • Manage the cooperation between Towers to ensure usage of standard methods and tools wherever applicable
  • Evaluate and manage service requests
  • Drive completion of service acceptance, technical assurance, and handover processes
  • Act as the next level of escalation for tower-specific technical teams for all service management processes
  • Evaluate and manage root cause analysis for tower-specific services
  • Raise problem records whenever identified
  • Raise requests for changes, assess, prepare, and present the change in the CAB to get approval
  • Identify and manage all required resources for change planning and execution
  • Ensure the quality of asset management requirements in the respective towers
  • Ensure CAP planning of the account in the tower on the component level and provision to Manager

Qualifications:

  • College/University degree in IT or 5-7 years of equivalent working experience
  • Solution Architect with 3-5 years of experience, ITL Foundations, Project Management
  • CRCM Experience
  • Experience in Hardware and Software Migration is an asset

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