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Senior Director of Technical Solutions and Business

2 months ago

Alpharetta, Georgia, United States LG Electronics Full time
About the Role

We are seeking a highly experienced and strategic leader to join our team as Senior Director of Technical Solutions and Business. This role will be responsible for leading the technical call center, technical training, and business systems for LG Air Conditioning Technologies (ACT).

Key Responsibilities
  • Develop and implement comprehensive visions, strategies, and plans for technical call center, technical training, and business systems.
  • Lead operations and support of ACT business systems, including SFDC Sales and Service Cloud, Product Information Management (PIM), Learning Management System (LMS), and ACD system.
  • Focus on achieving industry-leading customer experience in both Training and Technical Call Center teams.
  • Lead team to achieve monthly KPI's as established by Operations leadership, with countermeasure and initiatives reported to senior leadership on a monthly basis.
  • Ensure new technical training content is developed on a timely basis that is coordinated with ACT Product Roadmap and New Product Introductions (NPI's).
  • Develop and oversee comprehensive analytics suites to report on call center/technical activities with an exception focus, provide proactive insights to anticipate corrective measures, and administer Service Champion participants.
Requirements
  • Bachelor Degree required (Master Degree preferred)
  • Ten years of experience is required
  • Strategic planning, critical thinker, analytical and strong business acumen skills
  • Tactical execution capabilities with proven track record of delivering business results against aggressive goals and stretch targets
  • Deep continuous improvement experience (Lean/6σ), with proven track record of development and implementation of CI tools and structure
  • Experience implementing analytics platforms, especially in SFDC environment
  • Technical leadership experience, including training and field support
  • Worked in a non-USA based environment
  • Excellent communication skills
  • Strong project management skills
  • Ability to work/lead initiatives cross functionally and across ACT business
About LG Electronics

At LG Electronics, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.