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Incident Response Program Manager
hace 2 semanas
Company Overview:
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're proud to be named one of Fortune's 100 Best Companies to Work For and Forbes' World's Most Innovative Companies for five consecutive years.
About Us:
We strive to build a diverse, inclusive, and thriving team where everyone loves their work and values their colleagues.
The Role:
This role plays a crucial part in Experian's Incident Response Program, working closely with clients, sales teams, and call center leaders to develop robust headcount and capacity planning models.
As the Support Readiness Lead, you will lead a team of coordinators, act as a campaign project leader, and develop materials related to Experian's Support Readiness Program.
Your Key Responsibilities:
- Develop and manage full-lifecycle service delivery projects varying in size, scope, and risk.
- Collaborate with cross-functional teams to determine project priorities and workflows.
- Lead all aspects of failure reporting, analysis, and closed-loop corrective action processes.
- Manage and execute against all aspects of the support readiness program.
Key Qualifications:
- Bachelor's degree or equivalent experience required.
- 7+ years' experience working and leading in a call center and customer support organization.
- 3-5 years' experience leading client projects and programs within a support organization.
