Customer Experience Manager For Global Solutions

hace 4 días


San José, San José, Costa Rica Screenovate A tiempo completo

**Job Overview**

As a Customer Experience Manager for Global Solutions, you will play a critical role in ensuring a low-effort, high-satisfaction customer experience specific to Intel's warranty services and resolving customer escalations/critical issues.

**Key Responsibilities**

  • Partner closely with Intel Global Reverse Logistics (GRL), Intel business unit stakeholders, and various support verticals and horizontal managers/teams to drive a common project portfolio, management of key performance indicators, robust business process management, competitive benchmarking, and industry research.
  • Manage warranty-related issue resolution responses as well as lead cross-organizational task forces and project teams to address larger-scale issues and/or strategic opportunities for improvement, optimization, and innovation.
  • Maintain strong relationships with internal stakeholders, including Legal, PR, and Global Communications, to ensure seamless communication and collaboration.

**Requirements**

  • Bachelor's degree in Business, Communications, Marketing, or related field; 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.
  • End-to-end knowledge of product warranty processes/programs or other global corporation's warranty-related support structure, including global reverse logistics processes.
  • Advanced English level.
  • Flexibility in work schedule to work globally or outside of normal business hours.


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