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Service Delivery Manager

2 months ago

Mastic Beach, New York, United States MyCareersFuture Full time

About the Role

The Service Segment Manager will be responsible for driving end-to-end product quality and experience.

Key Responsibilities

  • Lead cross-functional teams and regions support partners to achieve quality goals for current products.
  • Data mine and analyze monthly call, telemetry, NPS and return data to provide holistic and detailed analysis of product quality to generate impactful and actionable insights.
  • Assess, prioritize, and drive field issues and escalation to resolution, working closely both with Regions Support and development team.
  • Garner learning from current product issues resolution, and feed forward learning to future programs.
  • Provide regular update & recommendations to senior management on product performance.

About You

  • Hold a degree in Engineering or equivalent discipline.
  • Have knowledge of Information Technology (IT) and services industry.
  • Have 3 years of experience in PowerPoint, Excel and related IT tools for data mining & analysis.
  • Have demonstrated experience in leading cross functional teams, and influencing decisions in previous roles.
  • Have demonstrated ability to effectively communicate, drive discussions & provide options at management levels.