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Head of Transformation
4 months ago
Project Leader, B2C Customer Service Work Mode: Hybrid
Location: Hybrid at Kohler, WI (3 days in office / 2 days WFH)
The S enior Project Leader – B2C is an exciting innovative role responsible for improving the customer experience through use of digital technology, salesforce.com CRM, and leveraging advanced analytics to improve products and processes. This position will collaborate with business leaders to drive the most efficient use of the technology platforms and associated business processes. This role leads the service businesses in technology implementation, integration, and enhancements that drive world class customer experiences. This position works directly with Agile platforms teams in the planning processes, sprints, and regression testing to drive the digital transformation, and business objectives tied to service and sales. In addition, this role will leverage advance analytic tools to share trends with KBNA functions to drive process improvements in product and experience.
Lead cross functional teams in the development, justification, and approval process for new technology, enhancements, and implementation.
•Lead, develop and drive project plans for technology and business implementations that include communication plans and associate change management.
•Work directly with the Agile Product Owners to align on the project roadmap priority using data driven ROI.
•With respect to Agile Project Management, assist with project planning within the established processes for product design and development, deployment release schedules, sprint planning and ceremonies, user acceptance testing, defect management, and post-release support
•Own presentations to Executive Management on project updates, metrics and progress against objectives.
•Document and update training material when processes change, and enhancements are deployed across systems
•Maintain SharePoint as the medium of communication to the Customer Service teams by sharing sprint and production release schedules with enhancement details and benefits
•Own the technology deployment regression testing process including the testing plan, accuracy, automation, and successful production deployments / launches.
•Develop robust KPI’s and work across agile teams to drive Kohler.Be the lead for Request for Proposals on technology such as Workforce Management Software, chat bot software, saleforce.com bolt on technology and telephony software.
•Lead the production incident management process to drive efficiencies in the resolution process and corrective actions to support 24/7 operations.
•Use Voice of customer data sources from across the businesses including NPS, CRM, On-line reviews, Kohler.Own the customer contact pareto dashboard and use advanced analytical tools to share trends with Quality, NPD, and Product Teams to drive product & process improvements (improve customer experience).
•Strong focus on improving customer service and sales metrics related to - productivity, accuracy, first contact resolution, net promoter score, digital self-service, training, and cost to serve.
•As a Senior Project Leader, lead and mentor other Analysts in the organization.
Bachelor’s degree required
•Work experience in Customer Experience management and digital technology
•Salesforce for Service experience preferred
•Must have analytical and project management skills
•Experience with Microsoft Office Products; advanced Excel experience preferred
•Can effectively manage timelines and multiple priorities
•Proven skills within contact center technology portfolio including telephony and workforce management software
•Available benefits include medical, dental,
we’re driving meaningful change in our mission to help people live gracious,
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