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Senior Service Excellence Manager, APAC 256585

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$15000 to $20000 (Monthly)

Posted a year ago

This role will focus on both tactical and strategic aspects of Align’s global service culture transformation to scale new ways of working with emphasis on integrating the voice of our customers. During implementation phase, you will be the primary point of contact with market leaders to guide them through all stages from pre-implementation training and pre-work, to making decisions about how they want to see changes in their markets, all the way to providing ongoing support and guidance once go-live has been achieved. Once we’ve achieved global implementation, you will strengthen and evolve the service results-driven culture in the region and deepen your expertise in the field of customer success. It is expected for you to bring best practices to the business and cultivate new opportunities to further integrate the voice of the customer and develop region-specific plans to maintain excellence in this space.

In this role, you will…

  • Demonstrate a strategic mindset that can articulate multiple business objectives, with strong presence and ability to communicate at the Executive level and adapt that presence and communication throughout all levels of the organization.

  • Be a primary educator, trainer and subject matter expert of service excellence-related content, including but not limited to design thinking methodology and change management

  • Drive successful outcomes with partnership of local leaders by leveraging strong project management skills and tools from start to finish during implementation

  • Drive new initiatives as assigned that contribute to global service excellence strategy, which may include benchmarking and assessment/further development of maturity curve

  • Lead efforts related to streamlining KPIs globally, develop KPI strategy and serve as point of contact with technical resources and subject matter experts to drive toward a unified dashboard related to evaluation of service culture internally and externally

  • Provide hands-on mentorship and coaching for markets which have gone live through regular touchpoints

  • Model growth mindset throughout the process to drive shift in culture

  • Leverage enterprise and external resources to provide “best-in-class” content expertise

  • Build capabilities and skills in partnership with cross functional teams which may include but are not limited to design thinking, change management, validating the reality with customer feedback, and tools to facilitate better collaboration

  • Assess cross functional teams on their engagement, and gather additional training, support where needed

  • Continually provide improvements on approach to reach necessary audience

  • Leverage change management best practices while flexibly balancing the needs of our stakeholders

  • Make presentations to teams and facilitate discussions, dialogue, and process flawlessly in both virtual and face-to-face settings

  • Drive projects to completion, exercising judgement to determine the best course of action as you collaborate with our internal customers on initiatives

  • Collaborate frequently and closely with our CI/CX teams to support each other and ensure we have a cohesive message and are working to achieve mutual goals

  • Provide support to audit processes and quality management system as required.

In this role, you’ll need …

  • At least 10 years of business partnering, consulting, or operations experience

  • A high level of emotional maturity, emotional intelligence, and be a strong collaborator within and outside of our team

  • An approachable and open personality

  • Ability to ask great questions, listen well, and balance your input with the needs and input of your stakeholders

  • Ability to work with quantitative and qualitative data to assist us in creating buy-in, telling our story, and developing strong strategic plans to determine direction and areas of greatest opportunity

  • Excellent project or program management skills with a demonstrated ability to lead projects from inception through completion while bringing stakeholders along

  • Excellent verbal, written, presentation skills; must be capable of communicating information to varied audiences

  • Experience working in a global company

  • A track record of applying strong quantitative and analytical skills in prior roles

  • Experience and success with cultivation and maintenance of solid client relationships, problem solving and influencing

  • Basic understanding of customer success principles with a desire to expand their knowledge in this area

  • A passion for making our customer experience better

  • Be intellectually curious and demonstrate learning agility

  • Occasional travel may be required (when safe again)

  • Bachelor’s degree or equivalent experience

If you have questions about this job, please click on apply. The employer will contact you then.


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