Global Customer Experience Manager
hace 4 días
Role Overview
This role is a key part of Intel's Sales and Marketing organization, working with global customers to deliver exceptional customer experiences. The successful candidate will be responsible for ensuring that Intel's warranty services are best-in-class, scalable, and meet the needs of every customer from individual end-users to large-scale distributors and original equipment manufacturers.
Key Responsibilities
- Partner closely with Intel business unit stakeholders, Global Reverse Logistics, and various support verticals to drive project portfolios, manage key performance indicators, and ensure robust business process management.
- Manage warranty-related issue resolution responses and lead cross-organizational task forces to address larger-scale issues and strategic opportunities for improvement, optimization, and innovation.
- Work effectively in a matrix environment, requiring formal partnership and influencing skills to drive results.
Requirements
- Bachelor's degree in Business, Communications, Marketing, or related field, or 3+ years of experience in lieu of degree.
- 5+ years of direct experience working in a customer-facing role within a global organization.
- 3+ years of direct experience handling customer escalations and critical issue resolution/response.
- 2+ years of experience in program or project management, with end-to-end knowledge of product warranty processes/programs or other global corporation's warranty-related support structure.
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