Centraprise
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Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates. Direct message the job poster from Centraprise Talent Acquisition Lead at Centraprise LLC
Role: “Support Process Manager” Location: 100% Remote Job Description: Duties: We are searching for a dynamic professional with expertise in Process Management with hands-on experience with complex programs in the customer support field. Role will be responsible for helping design, implement, test, and document end to end customer support processes flow for internal workflows and external support engagement with Customers. Candidate will be working with cross-functional teams including Product Engineering, Security, Customer Success Management, Information Technology, and one or more external vendor teams to create process changes and improvements. The individual will help develop and redesign initiatives and processes for key Customer Support functions to drive business goals, objectives, and programs by analyzing data and evaluating key business components in order to assess current performance baselines. They will evaluate and update current practices on a continuous basis; consulting with cross-functional teams to get alignment on improvement solutions; and communicating changes and solutions to key stakeholders in order to get buy-in. Looking for individuals with strong change management experience, strong business acumen, with experience in the customer service/support field (especially around process management), and the ability to work well within a team. Work with the Sr Manager of Support Processes to help identify opportunity areas where process management and reengineering can significantly impact efficiency and quality of support to help drive improvement to customer satisfaction. Help define and document support processes to deliver optimum customer and TSE experience and help deliver on all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolve times. Continuous maintenance and optimization of support processes including phone, email, technical and service bulletins, CRM workflows (SFDC), and workforce management. Develop and maintain new and existing documentation of support procedures, business guidelines, checklists, templates, etc, as well as managing/improving the organization of said documentation for ease of reference Lead process owners, stakeholders and subject matter experts through the improvement process and manage expectations. Facilitate process improvement meetings and workshops, including but not limited to: business process reengineering sessions, brainstorming sessions and various process improvement events such as Value Stream Mapping Represent Customer Support and interface effectively with cross-functional teams and customers. Participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards. Collaborative development of business requirements to satisfy business objectives, customer enablement and Technical Support Engineer impact Skills: QUALIFICATIONS: 10+ years of overall experience in technical support. 5+ Experience in Process design/modelling. Bachelor's Degree, preferably in a technical discipline. Experience implementing and maintaining support centers (such as InContact call center); experience working in CRM (such as Salesforce). Solid understanding of all Support Processes to deliver world class 24x7 customer support experience. This includes processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, plus more. Experience in use of or defining support processes in a SAAS company like SFDC, ServiceNow, Twillio, Netsuite, Workday, etc. Competency with G-Suite products. Strong familiarity with one or more of the Business Process Modeling tools like SIPOC, Value Stream Mapping, MS Visio, Lucid Chart, Google Drawings. Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy. Ability to identify risks and dependencies and put in place plans to mitigate them. Able to work in a dynamic, ever changing environment with a sense of urgency. STRONGLY DESIRED SKILLS: Experience in Identity and Access Management (IAM) and Security space Six Sigma Green or Black Belt Certification. Regards, Anshul kumar | Talent Acquisition Lead Desk: +1 469-378-5785, Ext. 409 Email: anshul.k@centraprise.com "Centraprise is an equal opportunity employer. Applicants must be authorized to work in the U.S. U.S. citizens and Green Card holders are strongly encouraged to apply." Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionInformation Technology IndustriesIT Services and IT Consulting Referrals increase your chances of interviewing at Centraprise by 2x Sign in to set job alerts for “Process Manager” roles.Director, Drug Product Development & ManufacturingRegulatory Operations Manager (contract)Customer Experience Operations Specialist (Remote, West Coast US) San Francisco, CA $80,000.00-$125,000.00 19 hours ago Project Manager, Customs and Trade Compliance (Hourly Contractor) San Francisco, CA $110,000.00-$130,000.00 1 month ago San Francisco, CA $120,000.00-$150,000.00 2 days ago Senior Regional Facilities Operations ManagerProcess Design Manager - Warehouse SolutionsSenior Manager, Revenue Strategy & OperationsDirector, Billing and Payment Operations (Remote in California) San Francisco, CA $166,000.00-$225,000.00 2 weeks ago San Francisco, CA $125,000.00-$160,000.00 3 weeks ago San Francisco, CA $140,000.00-$200,000.00 2 months ago Energy Efficiency Project Manager I, Foodservice Programs (Remote - Based in SF Bay Area, CA) San Francisco, CA $65,000.00-$75,000.00 5 months ago Growth Marketing Strategy & Operations Manager San Francisco, CA $110,000.00-$125,000.00 1 day ago San Francisco, CA $120,000.00-$195,000.00 1 month ago San Francisco, CA $130,000.00-$160,000.00 3 weeks ago Senior GTM Operations Manager (Hybrid based in SF) San Francisco, CA $99,450.00-$204,750.00 5 days ago San Ramon, CA $113,000.00-$172,000.00 2 days ago San Francisco, CA $190,000.00-$257,000.00 1 day ago Business Applications Consultant (Remote) San Francisco, CA $70,000.00-$130,000.00 2 weeks ago Performance Marketing Manager, Growth and Business OperationsImplementation Engineer - Process Focused (Manhattan WMS/OMS)Sr. Project Manager with ERP and Azure DevOps - Remote San Francisco, CA $140,000.00-$160,000.00 1 month ago ABL Audit Specialist - Sr Field Examiner Walnut Creek, CA $81,600.00-$152,500.00 6 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates. Direct message the job poster from Centraprise Talent Acquisition Lead at Centraprise LLC
Role: “Support Process Manager” Location: 100% Remote Job Description: Duties: We are searching for a dynamic professional with expertise in Process Management with hands-on experience with complex programs in the customer support field. Role will be responsible for helping design, implement, test, and document end to end customer support processes flow for internal workflows and external support engagement with Customers. Candidate will be working with cross-functional teams including Product Engineering, Security, Customer Success Management, Information Technology, and one or more external vendor teams to create process changes and improvements. The individual will help develop and redesign initiatives and processes for key Customer Support functions to drive business goals, objectives, and programs by analyzing data and evaluating key business components in order to assess current performance baselines. They will evaluate and update current practices on a continuous basis; consulting with cross-functional teams to get alignment on improvement solutions; and communicating changes and solutions to key stakeholders in order to get buy-in. Looking for individuals with strong change management experience, strong business acumen, with experience in the customer service/support field (especially around process management), and the ability to work well within a team. Work with the Sr Manager of Support Processes to help identify opportunity areas where process management and reengineering can significantly impact efficiency and quality of support to help drive improvement to customer satisfaction. Help define and document support processes to deliver optimum customer and TSE experience and help deliver on all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolve times. Continuous maintenance and optimization of support processes including phone, email, technical and service bulletins, CRM workflows (SFDC), and workforce management. Develop and maintain new and existing documentation of support procedures, business guidelines, checklists, templates, etc, as well as managing/improving the organization of said documentation for ease of reference Lead process owners, stakeholders and subject matter experts through the improvement process and manage expectations. Facilitate process improvement meetings and workshops, including but not limited to: business process reengineering sessions, brainstorming sessions and various process improvement events such as Value Stream Mapping Represent Customer Support and interface effectively with cross-functional teams and customers. Participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards. Collaborative development of business requirements to satisfy business objectives, customer enablement and Technical Support Engineer impact Skills: QUALIFICATIONS: 10+ years of overall experience in technical support. 5+ Experience in Process design/modelling. Bachelor's Degree, preferably in a technical discipline. Experience implementing and maintaining support centers (such as InContact call center); experience working in CRM (such as Salesforce). Solid understanding of all Support Processes to deliver world class 24x7 customer support experience. This includes processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, plus more. Experience in use of or defining support processes in a SAAS company like SFDC, ServiceNow, Twillio, Netsuite, Workday, etc. Competency with G-Suite products. Strong familiarity with one or more of the Business Process Modeling tools like SIPOC, Value Stream Mapping, MS Visio, Lucid Chart, Google Drawings. Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy. Ability to identify risks and dependencies and put in place plans to mitigate them. Able to work in a dynamic, ever changing environment with a sense of urgency. STRONGLY DESIRED SKILLS: Experience in Identity and Access Management (IAM) and Security space Six Sigma Green or Black Belt Certification. Regards, Anshul kumar | Talent Acquisition Lead Desk: +1 469-378-5785, Ext. 409 Email: anshul.k@centraprise.com "Centraprise is an equal opportunity employer. Applicants must be authorized to work in the U.S. U.S. citizens and Green Card holders are strongly encouraged to apply." Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionInformation Technology IndustriesIT Services and IT Consulting Referrals increase your chances of interviewing at Centraprise by 2x Sign in to set job alerts for “Process Manager” roles.Director, Drug Product Development & ManufacturingRegulatory Operations Manager (contract)Customer Experience Operations Specialist (Remote, West Coast US) San Francisco, CA $80,000.00-$125,000.00 19 hours ago Project Manager, Customs and Trade Compliance (Hourly Contractor) San Francisco, CA $110,000.00-$130,000.00 1 month ago San Francisco, CA $120,000.00-$150,000.00 2 days ago Senior Regional Facilities Operations ManagerProcess Design Manager - Warehouse SolutionsSenior Manager, Revenue Strategy & OperationsDirector, Billing and Payment Operations (Remote in California) San Francisco, CA $166,000.00-$225,000.00 2 weeks ago San Francisco, CA $125,000.00-$160,000.00 3 weeks ago San Francisco, CA $140,000.00-$200,000.00 2 months ago Energy Efficiency Project Manager I, Foodservice Programs (Remote - Based in SF Bay Area, CA) San Francisco, CA $65,000.00-$75,000.00 5 months ago Growth Marketing Strategy & Operations Manager San Francisco, CA $110,000.00-$125,000.00 1 day ago San Francisco, CA $120,000.00-$195,000.00 1 month ago San Francisco, CA $130,000.00-$160,000.00 3 weeks ago Senior GTM Operations Manager (Hybrid based in SF) San Francisco, CA $99,450.00-$204,750.00 5 days ago San Ramon, CA $113,000.00-$172,000.00 2 days ago San Francisco, CA $190,000.00-$257,000.00 1 day ago Business Applications Consultant (Remote) San Francisco, CA $70,000.00-$130,000.00 2 weeks ago Performance Marketing Manager, Growth and Business OperationsImplementation Engineer - Process Focused (Manhattan WMS/OMS)Sr. Project Manager with ERP and Azure DevOps - Remote San Francisco, CA $140,000.00-$160,000.00 1 month ago ABL Audit Specialist - Sr Field Examiner Walnut Creek, CA $81,600.00-$152,500.00 6 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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