Mission Critical Response Lead
hace 17 horas
Experian Overview
We are a global information services company that unlocks the power of data to create more opportunities for consumers, businesses and society.
We've been named in the FORTUNE 100 Best Companies to work for and one of the 100 World's Most Innovative Companies by Forbes Magazine.
About Us
We're a team that thrives on collaboration, innovation, and customer satisfaction. Our mission is to provide exceptional support to our clients, exceeding their expectations with every interaction.
Job Description
Support Readiness Manager Role
You will lead a team of Support Readiness Coordinators and act as the campaign project and program leader to develop and deliver all materials related to Experian's Support Readiness Program.
Your Key Responsibilities
- Work with client management, sales, call center, and operational leadership to develop robust headcount and capacity planning models for Incident Response Campaigns.
- 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.
- Partner with stakeholders and other departments to determine project priorities and workflows.
Qualifications and Skills
To succeed in this role, you will need:
- Demonstrated success managing cross-functional projects daily from definition to results.
- Able to build strong relationships, lead throughout all levels and functions of the organization.
- Strong problem-solving and analytical skills.
- Strong communication and influencing skills.
- Good judgment, able to operate under ambiguous and fast-changing environments.
- Excellent oral and written communication skills with a high degree of attention to detail.
Benefits
We offer a comprehensive benefits package, including:
- Competitive pay.
- Flexible work schedule and relaxed dress code.
- 12 days of vacation + holidays.
- Hybrid work arrangement.
Why Join Us
We value diversity, equity, and inclusion. We strive to create a thriving, inclusive, and diverse team where people love their work and love working together.
We believe that diversity, equity, and inclusion are essential to our purpose of creating a better tomorrow.
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