Service Excellence Specialist

2 months ago


Cerritos, California, United States OEC Group Full time
Job Description

At OEC Group, we are seeking a highly skilled Service Excellence Specialist to join our team. As a key member of our Service Excellence team, you will play a crucial role in driving our ambition towards service excellence.

The Service Excellence Specialist will be responsible for monitoring the lifecycle of services, fostering a culture of service excellence, and leading service excellence and process improvement initiatives. This includes:

  • Facilitating the development of the IT Service Management framework, including the creation, monitoring, measurement, and analysis of standardized IT processes and best practices.
  • Developing and deploying training and coaching to IT team members on service excellence, IT Service Management framework, and process improvement concepts, tools, and techniques.
  • Partnering with IT service owners to identify service gaps and propose service improvement opportunities for evaluation and implementation.
  • Fostering a culture of service excellence through training, framework development, and communicating service excellence initiatives, progress, and results.
  • Engaging with business stakeholders to gather voice of customer (VOC) inputs and translate needs into functional and technical requirements for implementation/execution.
  • Facilitating process analysis and process design workshops to develop solutions identified business or IT problems/opportunities.
  • Leading service/process improvement and automation initiatives, from ideation to implementation and control.
  • Developing metrics and reporting to monitor and control process and service performance and measure the impact of process/service improvements.
  • Providing operational reporting on weekly and/or monthly key performance indicators (KPI) reports and review meetings.
  • Supporting the lifecycle of services, including designing, documenting, implementing, and continuous improvement.
  • Monitoring and managing the ITSM tooling improvement pipeline from request to delivery.

We offer a competitive salary range of $95,000 - $120,000/year based on education and experience level, as well as a comprehensive benefits package, including:

  • Hybrid work schedule with 1-day a week working from home and a laptop provided by OEC Group.
  • 10-days PTO (Paid Time Off), Employee Appreciation Days, Paid Holidays, Sick/Flex time.
  • Full Health Insurance coverage including medical, dental, vision, term life, and accident insurance.
  • 401K retirement plan with 3% company match.
  • Discounted pet insurance.
  • Annual performance bonus and mid-year reviews for salary increases.

We are an Equal Opportunity Employer and welcome applications from diverse candidates.



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