Lead Services Specialist 1 - Digital Business Operations

Job Description Summary

Ensure compliance with standards, effective management and continuous development of systems, tools, processes and people to deliver a delightful Cx experience. Collaborates and works cross functionally to drive lean system and process improvements. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.
The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Job Description

• This position will work with various stakeholders across the Power Generation and Oil and Gas vertical as well as across verticals within GED.
• Lead daily operations of Global Customer Success team encompassing Support, Education Services and Customer Engagement to ensure quality, delivery and process improvements that result in an excellent customer experience.
• Provide both tactical and strategic leadership to continuously improve and deliver for the customer.
• Responsible for leading a culture that enables inclusion, engagement, problem solving, lean and accountability.
• Lead employees at all levels within support team and cross functionally to enable current and future success.
• Create Standardized work process, KPI's and metrics
• Enable collaborative culture and drive organization to improve customer/client satisfaction levels and responsiveness.
• Ownership and operationalization of key policies and processes for CS organization inclusive of Customer: Success, Education and Support teams.
• Strong collaboration ability including in issue identification, corrective action ownership, and tools/systems changes
• Data analytics thought and execution leader, simplifying data and it's execution for others
• Management and improvements of our systems and tools, working with critical stakeholders cross functionally to execute leveraging lean and urgency

• For roles outside of the USA- This role requires advanced experience in the Services & Digital Business Operations. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience).
• For roles in USA - Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).
• Prior work experience focused on customers, operations, or strategy
• Familiarity with Lean methodology & tools
• High say/do ratio individual
• Excellent written and oral communication skills
• Demonstrated success working in a cross-functional and matrixed environment
• Self-starter able to develop, document, and execute assignments with limited supervision
• Ability to influence and gain commitment at all organizational levels including the ability to work in a matrixed organization.
• Expertise in utilizing, updating and reporting from SFDC, Gainsight, ServiceNow, Fusion, Tableau, Smartsheet and Excel.

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.
• Experience with Lean tools and processes
• Demonstrated ability to lead in a matrixed environment
• Process oriented, problem solver and strong data analytics skills.
• Demonstrated ability to analyze, plan, execute and continuously improve work of self and others.
• Established project management skills including creating an action plan and seeing it through to completion.
• Strong analytical skills, including management of KPIs.
• Consistent track record of implementing and driving process rigor, standardization, documentation and communication.
• Operations and IT background
  
  Note:
  
  To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.