Support Readiness Manager

hace 2 semanas


Heredia, Costa Rica Experian A tiempo completo

Company Description
**About us, but we’ll be brief**

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years we’ve been named in the **100 “World’s Most Innovative Companies” by Forbes Magazine**.

**Job Description**:
**Support Readiness Manager**

**Position Summary**:The emergency response business presents a unique set of challenges; the stakes are high, timelines short, the environment unpredictable, and failure to meet expectations at any level is not acceptable. The **Support Readiness Manager** leads a team of Support Readiness Coordinators and acts as the campaign project and program leader to develop and deliver all materials related to Experian’s Support Readiness Program from Call Center resource capacity planning to notification campaign planning. This person is expected to roll-up his or her sleeves and drive change throughout the organization while regularly tracking and reporting on their progress.

The individual should be a passionate forward thinking, results-driven experienced leader who can help envision, build, and evolve the breach response readiness capability for Experian. The Support Readiness Manager will be a key contributor in anticipating and exceeding the expectations of our clients, in an ever-growing environment of security products and support solutions. She or he will work with the Director of Incident Response to deliver customer service beyond the expected and drive results measured by Customer and Client Surveys, and other client key performance indicators.

**ESSENTIAL FUNCTIONS**
- Work with client management, sales and call center and operational leadership to develop robust headcount and capacity planning models for all aspects of standing up all Incident Response Campaigns
- Professional demeanor, business maturity and confidence and ability to present to top ranked attorneys and C level executives with enterprise corporations
- Manage the full lifecycle of service delivery projects varying in size, scope, and risk including project scheduling, planning, monitoring, and reporting
- Collaborate with the Incident Response Director, Support Operations, Client Engagement, Reserved Response and other key stakeholders to establish services roadmaps
- Lead all aspects of a complete failure reporting, analysis and closed loop corrective action process for root cause resolution, tracking and reporting as they relate to knowledge center operations plan, organize, and execute against all aspects of the support readiness program
- Lead and manage a team of Support Readiness Coordinators
- Partner with stakeholders and other departments to determine project priorities and workflows
- Coordinate with the Product organization for any software requirement

**Qualifications**:
**Knowledge/Skills/Abilities**:

- Demonstrated success managing cross-functional projects daily from definition to results
- Ability to build strong relationships, and lead throughout all levels and functions of the organization
- Strong problem-solving and analytical skills
- Strong communication and influencing skills
- Good judgment, ability to operate under ambiguous and fast changing environment
- Excellent oral and written communication skills with a high degree of attention to detail
- Ability to tell compelling stories and explain complex issues in simple ways

**Education/Experience**:

- Bachelor’s degree or equivalent experience required
- 7+ years’ experience working and managing in a call center and customer support organization
- 3-5 years’ experience leading client projects and programs within a support organization

**Perks**:

- Experian employees are hybrid workers - We work remotely with the option to work onsite
- 12 days of vacation + holidays
- Competitive pay and comprehensive benefits package, with a bonus target of 5%
- Flexible work schedule and relaxed dress code

Additional Information
- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is _**_The Power of YOU_**_ _and it ensures that we live what we believe._

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here
- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity an


  • Support Readiness Lead

    hace 4 semanas


    Heredia, Costa Rica Experian A tiempo completo

    Company Description **About us, but we’ll be brief** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five...


  • Heredia, Costa Rica Workday, Inc. A tiempo completo

    About the Role The Senior Support Release Readiness role is a pivotal position that helps ensure the flawless implementation of Workday’s product, platform, and solution releases. This role works closely with Product & Technology and Support teams to develop and implement a comprehensive readiness framework that effectively prepares Support for new...


  • Heredia, Costa Rica Smarsh A tiempo completo

    **Who are we?** Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or...


  • Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Amazon Finance & Global Business Services (FGBS) plays a key role in the company’s mission to be Earth’s most customer-centric company. FGBS includes finance functions like Financial Planning and Analysis (FP&A), Accounting, Tax, as well as other functions like Global Real Estate and Facilities (GREF), Investor Relations, and Benchmarking. The FGBS Team...


  • Heredia, Costa Rica Citi A tiempo completo

    The KYC Operations Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to provide Anti-Money Laundering (AML) monitoring, governance, oversight and regulatory reporting services in coordination with the Compliance and Control team. The overall objective of this role is...


  • Heredia, Costa Rica Workday Costa Rica S.R.L. A tiempo completo

    About the Role As a Technical Support Delivery Analyst Manager, you will lead a team in providing technical support to customers and consultants on complex products and applications. You will also direct Engineering teams in diagnosing and troubleshooting highly technical software issues and collaborate with multiple stakeholders through resolution. ...

  • Kn Global Services Her

    hace 5 días


    Heredia, Costa Rica Kuehne+Nagel A tiempo completo

    If you wish to further develop your career with one of the most successful logistics organization, this is an excellent opportunity to join our team. - ** Your Role **:The purpose of this role is to head the Support and Performance Team in the respective Air Logistics department of the KN Global Services organization and to drive strategic initiatives in the...


  • Heredia, Costa Rica Kuehne+Nagel A tiempo completo

    If you wish to further develop your career with one of the most successful logistics organization, this is an excellent opportunity to join our team. - ** Your Role **:The purpose of this role is to head the Support and Performance Team in the respective Air Logistics department of the KN Global Services organization and to drive strategic initiatives in the...


  • Heredia, Costa Rica Kuehne+Nagel A tiempo completo

    If you wish to further develop your career with one of the most successful logistics organization, this is an excellent opportunity to join our team. - ** Your Role **:The purpose of this role is to head the Support and Performance Team in the respective Air Logistics department of the KN Global Services organization and to drive strategic initiatives in the...


  • Heredia, Costa Rica Experian A tiempo completo

    Company Description **About us, but we’ll be brief** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five...


  • Heredia, Costa Rica Experian A tiempo completo

    Company Description Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control...


  • Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Leads MBA traffic operations for XPL Events, Monthly Evergreen flips, and other ad-hoc gateway takeovers. It owns the project intake and cross-project/event calendar planning, project scoping, on-time milestone completion, in-project issue resolutions, builder execution, stakeholder communication, performance reporting, and process improvement. It requires...


  • Heredia, Costa Rica Hewlett Packard A tiempo completo

    **_ Responsibilities: _** - Owns the customer operational business relationship of mid-size to large domestic accounts. - Acts as a point of contact for operational & tactical issues of medium to high complexity, representing delivery of all services (all functions) to the customer: manages performance metrics, reporting, escalation & communication. - Leads...


  • Heredia, Costa Rica Smarsh A tiempo completo

    **Who are we?** Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or...

  • IT Support

    hace 4 semanas


    Heredia, Costa Rica Global Services Business A tiempo completo

    An Importan company is looking for an IT Support with advanced English. Provide Help Desk Support onsite for all client employees and contractors. The associate will greet all incoming users, coordinates, diagnoses, and troubleshoots incoming issues, provides support services to users with technical problems and information technology issues involving...

  • Senior Change Manager

    hace 2 semanas


    Heredia, Costa Rica Workday, Inc. A tiempo completo

    About the Role We are seeking a Senior Change Manager to join our Global Partners organization. You will drive successful change initiatives within the partner ecosystem, ensuring smooth transitions and adoption of new processes, technologies, and strategies. You will report to our Sr. Director of Program Management with primary focus areas to include: ...


  • Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Excellent interpersonal skills with the ability to communicate and influence at all levels in a matrix organization - Proficient in English; verbal, visual, written and listening - Proficiency in using MS-Excel, including advanced functions such as importing & exporting data, pivot tables, and macros - Minimum 2+ years of Lean Six Sigma project management...


  • Heredia, Costa Rica Smarsh A tiempo completo

    Who are we? Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 0 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in + communication channels before those risks become regulatory fines or headlines....

  • Service Delivery Manager

    hace 4 semanas


    Heredia, Costa Rica Hewlett Packard A tiempo completo

    **Job Summary** - This role is responsible for supporting the development, implementation and governance of product support or solution portfolio throughout the lifecycle, ensuring alignment with pricing strategies and seamless service delivery. The role represents services within product or solution portfolio core teams, incorporating service requirements...

  • Mq-z - Support

    hace 4 semanas


    Heredia, Costa Rica IBM A tiempo completo

    Introduction At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most...