Cx Delivery High Touch Operations Manager
hace 1 semana
TechGenies is a global software development company with years of experience in delivering cutting edge, custom solutions to a wide range of verticals and industries.
We operate software factories in locations that ensure access to great programming and information technology talent
We are looking for a CX Delivery High Touch Operations Manager (HTOM) to work with designated important customers, such as healthcare providers, service providers, retail companies, and financial services companies, ensuring they receive premium-level support services.
As the single point of contact liaison between the Customer and Cisco Technical Support (TAC/HTTS), you will supervise everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase.
With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.
**Who You Are**
In addition to the above:
- Write processes and procedures for customized support services.
- Ensure proper delivery of service.
Identify need for and assist with creation of customer training.
- Act as business driver to improve customer's and Cisco's internal operations.
- Understand customer's internal business functions and culture.
- Identify, build and maintain relationships with customer's internal management.
- Act as single point of contact for incident management and operational issues.
- Coordinate technical issues and customer operational needs.
- Act as customer advocate at all times, representing customer needs to Cisco post-sales support teams and applicable organizations.
- Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel.
- Act assertively to provide customers with updates on critical incidents and customer issues.
- Coordinate and conduct weekly conference calls and virtual meetings to provide status reports to customer.
Create and present quarterly reports to customers with analysis of customer's support needs.
**Required Skills**:
- Typically requires a BS/BA degree or equivalent plus 4-6 years related customer support experience, project management experience or business experience.
- Ability to work as a team member in a multi-functional matrix environment.
- Excellent presentation and interpersonal skills.
- Knowledge of vertical market business trends and concepts.
- Strong project management skills desired.
- Strong influencing and negotiation skills.
- Strong critical thinking and decision-making skills.
- Solid understanding of Cisco's internal business functions.
- Understanding of Cisco's sales and services lifecycle.
- Understanding of analytics, metrics, KPIs to perform basic trend analysis, and formulate customer recommendations and focus areas.
- Entry level network certification (Network+, CCNA) or equivalent technical/networking knowledge desired.
- Understanding of Cisco products and solutions.
**Demonstrate the ability to excel in the following areas**:
- Customer Service
- Conflict Management
- Analytical and Trend analysis
- Communication/Presentation
**Specific requirements**:
- Lead continual improvement strategies to optimize customer's perceptions of service and support.
- Understand customer's business, vertical market trends, financial complexities and monetary flow.
- Identify up-sell opportunities and collaborate with account teams to develop compelling business justifications.
- Establish/lead strategic multi-functional relationships with account partners globally.
- Drive internal organizational improvements, MBOs and Best Practices.
- Deliver complex service solutions for top-tier FTS customers.
- Lead and influence stakeholders through critical delivery situations.
- Leads customer facing projects and internal service improvements.
Tipo de puesto: Tiempo completo
Salario: A partir de ¢1,076,000.00 al mes
Experiência:
- Project Manager: 5 años (Obligatorio)
- Excel: 5 años (Obligatorio)
- Costumer Service: 5 años (Obligatorio)
- KPI: 5 años (Obligatorio)
Idioma:
- Inglés (Obligatorio)
-
High Touch Technical Expert
hace 4 días
San José, San José, Costa Rica Cisco Systems A tiempo completo**Job Overview**Cisco Systems is seeking a highly skilled High Touch Technical Expert to provide in-depth technical expertise to its Service Provider customers.This role requires a strong understanding of Cisco's Routing and Switching products, as well as excellent communication and interpersonal skills.The ideal candidate will have a proven track record of...
-
High Touch Engineer
hace 4 días
San José, San José, Costa Rica Cisco Systems A tiempo completo**The Business Entity**Cisco seeks a High Touch Engineer (HTE) whose role is providing in depth R&S and XR/XE expertise to SP customer.**The Team**It is a technical expert in a broad area covering multiple technologies.Applies expected product behavior across industry practices and knows how the technology is expected to work.Fosters strong working...
-
Culinary Operations Manager
hace 5 días
San José, San José, Costa Rica Marriott Worldwide A tiempo completo**Job Overview:**The Culinary Operations Manager at Marriott Worldwide oversees the daily kitchen utility operations, ensuring seamless service delivery to our esteemed guests. Reporting directly to the Food and Beverage Director, this role requires exceptional leadership skills to manage a team of kitchen employees, supervise utilities staff, and maintain...
-
Global Service Delivery Manager
hace 7 días
San José, San José, Costa Rica Mondelez International A tiempo completoJob OverviewThe Global Service Delivery Manager will lead the delivery of high-quality services to our customers. This role requires a strong background in operations management, with a focus on process improvement and standardization.Your Key ResponsibilitiesLead and support the delivery of services to customers, ensuring high-quality results.Analyze data...
-
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoAt Amzn Support Srvcs Costa Rica, we are seeking a skilled Program Manager to lead the delivery of high-priority initiatives. The successful candidate will have 5+ years of experience in program or project management and a proven track record of using data and metrics to drive improvements.The ideal candidate will own program strategy, end-to-end delivery,...
-
Operations Manager for Content Delivery
hace 7 días
San José, San José, Costa Rica Amazon Support Services Costa Rica Srl - B20 A tiempo completoAbout Amazon Support Services Costa Rica Srl - B20We are a team dedicated to providing high-quality learning resources for third-party sellers on the Amazon platform.Job Description: Program Operations Specialist (L4)This is a detail-oriented role that involves collaborating with stakeholders to own key functions of our content delivery and live education...
-
Senior Operations Manager
hace 5 días
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoAt Amzn Support Srvcs Costa Rica, we are seeking a highly skilled Senior Operations Manager to join our team. In this role, you will be responsible for overseeing daily and weekly operations, delivering key metrics, and reviewing management processes.We are looking for an experienced leader who can provide consulting and training support to partner teams,...
-
Operations Manager
hace 5 días
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo**About the Role:**We are seeking a seasoned Operations Manager to lead our Programs Management team in Costa Rica. As a key member of Amzn Support Srvcs, you will be responsible for overseeing daily and weekly operations, delivering key metrics, and reviewing management reports.**Key Responsibilities:**Manage daily and weekly operations, including delivery...
-
Restaurant Operations Manager
hace 2 días
San José, San José, Costa Rica Marriott Worldwide A tiempo completoJob OverviewWe are seeking a highly motivated Restaurant Operations Manager to join our team at Marriott Worldwide. As a key member of our hospitality services department, you will be responsible for overseeing the daily operations of our restaurants, bars, and room service.Your primary focus will be on ensuring exceptional customer service, maintaining high...
-
Residence Operations Manager
hace 3 días
San José, San José, Costa Rica Marriott Worldwide A tiempo completoJob OverviewThe Residence Operations Manager is responsible for overseeing the daily operations of a luxury condominium property. This includes managing departments, maintaining facilities, and ensuring exceptional service delivery.Key Responsibilities:Develop and implement operational strategies that align with business goalsManage relationships with...
-
Global Operations Manager
hace 1 semana
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoWe are looking for a Global Operations Manager to join our Amzn Support Srvcs Costa Rica team. As a key member of our leadership team, you will be responsible for leading our HR service delivery organization, ensuring it operates efficiently and effectively.The successful candidate will have 8+ years of experience in HR or shared services, with a strong...
-
Delivery Manager
hace 2 días
San José, San José, Costa Rica Softline International A tiempo completoWe are looking for a Delivery Manager to join our team.**JOB FUNCTIONS**- Lead the Delivery Team assigned for the Central America region.**RESPONSIBILITIES**- Maintain communications with other Delivery Teams located in other regions.- Be the next escalation level for any customer's requirement related to local projects.- Ensure the required resources are...
-
Senior Operations Manager
hace 5 días
San José, San José, Costa Rica Jll A tiempo completoBuilding Complex Projects requires attention to detail. As a Senior Operations Manager, you will lead medium-to-large-scale corporate/retail, high-complexity fit-out projects undertaken by PDS. Your focus will be on project development phases from initiation/planning, design, procurement, execution, and close-out. Ensure that all processes adhere to the...
-
Financial Operations Senior Manager
hace 1 semana
San José, San José, Costa Rica Te Connectivity A tiempo completoAs a Financial Operations Senior Manager at Te Connectivity, you will be responsible for leading high-performing teams in the planning, management, and delivery of in-scope processes. You will drive business growth and success by developing and implementing effective financial operations strategies.">About the Role:">">You will lead teams in the planning,...
-
Solution & Delivery Manager
hace 1 semana
San José, San José, Costa Rica Peachtree Networks A tiempo completoPeachtree Networks is looking for a Solution & Delivery Manager to join our team.The Solution & Delivery Manager is a key member of the Service Delivery Project Management Team.The Solution & Delivery Manager is expected to become familiar with project complexities and develop a working knowledge of the ongoing project work within their functional working...
-
Quality Assurance Analyst
hace 3 días
San José, San José, Costa Rica Western Union A tiempo completo**Driving Customer Satisfaction through Data Analysis**As an Analyst, Customer Experience Delivery at Western Union, you'll play a crucial role in enhancing our customers' experiences through data-driven insights.Your responsibilities will include conducting analysis on quality evaluations, audits, calibrations, speech analytics, and customer feedback tools...
-
Delivery Manager
hace 1 semana
San José, San José, Costa Rica Hitachi Solutions A tiempo completoJob DescriptionThe Senior Project Manager plays a crucial role in our delivery organization, leading the charge in building and inspiring high-performing teams while delivering cutting-edge solutions within the Microsoft Technology stack.About This OpportunityThis is a remote position, allowing individuals to develop as leaders within a best-in-class...
-
Operations Manager
hace 5 días
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoAbout the RoleThe Operations Manager - Payroll will be responsible for managing the day-to-day operations of the Pay Services team in Costa Rica. This includes leading a team of 15-20 associates and Specialists, ensuring high service delivery and execution, and actively participating in and driving the continuous improvement culture.Main...
-
Restaurant Operations Manager
hace 4 días
San José, San José, Costa Rica D.C. Global Talent Inc. A tiempo completoJob SummaryD.C. Global Talent Inc. is seeking an experienced Food and Beverage Manager to oversee the day-to-day operations of our restaurants and bars. The successful candidate will lead a diverse team, develop operational policies, and ensure high standards of service and guest satisfaction.About UsWe are a dynamic company with a passion for delivering...
-
Senior Operations Manager
hace 1 hora
San José, San José, Costa Rica Tek Experts A tiempo completoOverview:We're searching for a Senior Operations Manager (SOM) with proven experience focusing on people management (retention and talent), creativity, and who adds visionary thinking by establishing and assuring a high-performance culture within the designated Line of Business (LoB).Expected to drive cross-functionally engagements to have a broader impact...