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Senior Staff, Customer Experience Operations Specialist
2 months ago
Celestica is seeking a highly skilled Senior Staff, Customer Experience Operations to join our team. As a key member of our Customer Experience organization, you will be responsible for leading and managing all aspects of customer experience operations, including post-sales support, sustaining metrics and dashboards, process definition and documentation, NPI process from engineering, knowledge base article creation, CX Capex and Opex forecasting, and annual operating plan (AOP) planning with Finance.
Key Responsibilities:- Lead and manage all aspects of customer experience operations, including post-sales support and sustaining metrics and dashboards.
- Define and document support and sustaining processes, NPI process from engineering, knowledge base article creation process, CX Capex and Opex forecasting, and annual operating plan (AOP) planning with Finance.
- Work with IT to put the required support systems in place and manage contractor SOW and payments.
- Implement customer satisfaction and net promoter scores.
- 9+ years of experience in support and services operations roles or equivalent in high-tech industry - Networking, Storages, Servers, etc.
- Accountable, proactive, and can hold others accountable for deliverables.
- Experienced in Capex and Opex forecasting, AOP planning, and possessed the required financial background and business acumen for planning.
- Familiar with technical support and sustaining engineering processes, metrics, and dashboards.
- Familiar with end-to-end processes from Sales to post-sales Support and the IT systems that enabled the processes.
- Familiar with reverse logistics (RMA) processes and planning.
- Familiar with support entitlements, product license and registration, and customer credential checks.
- Familiar with KB article creation process and tools that enable the creations.
- Has implemented Customer Satisfaction survey and net promoter scores.
- Proficiency in business tools such as Excel, Word, PowerPoint, business intelligence tool, customer issue tracking tools, Kb tools, etc. Good command of English writing and verbal skills.
- Experienced in technical support roles and/or engineering/development a plus.
- Available for occasional travels in the US or internationally.
- Bachelor's degree in related fields or equivalent.
- Master's degree in related fields or equivalent or MBA is a plus.
- Advanced studies in Business/Operations/Technology are recommended.
Celestica is an equal opportunity employer and welcomes applications from diverse candidates. We thank all applicants, however, only qualified applicants will be contacted.
