Support Readiness Manager

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 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

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