Job Summary
We are seeking a Service Delivery Manager - APAC to support our mission of making technology in homes and businesses just work through fast, reliable, secure connectivity. This individual will oversee our support footprint for the APAC region, managing internal teams and in-region vendor performance.
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Key Job Responsibilities
* Drive a world-class customer experience across multiple countries in the APAC region.
* Evaluate the overall performance of your team and take action to recognize outstanding performance.
* Oversee the coaching, development, and training of our agents.
* Work in partnership with Vendor teams and Quality Managers to monitor trends in quality and implement strategies to maintain and improve performance.
* Work in partnership with Learning and Development teams to produce new and update existing training materials.
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BASIC QUALIFICATIONS
* Bachelor's degree or equivalent experience.
* 6+ years of business development or similar experience.
* Minimum of 4+ years in a directly leadership role, managing leaders in multiple locations.
* Strong business acumen with a track record of success, specifically related to contact center operations and Key Performance Indicators.
* Excellent communication skills and ability to convey insights from complex analyses to internal and external entities.
* Ability to think strategically and tactically with attention to detail.
* Tenacity to develop ideas independently and thrive in a fast-paced start-up environment is essential for success.
* Capable of working closely with data and using analytics to problem-solve.
* Ability to travel both domestically and internationally.
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PREFERRED QUALIFICATIONS
* COPC Customer Experience (CX) certification.
* Proven track record of taking ownership and delivering results.
* Strong ability to prioritize and experience with meeting multiple deadlines.
* Excellent communication skills (both verbal and written), with vendor, client, and customer-facing experience.
* Experience with process improvement and automation (e.g., LEAN Six Sigma, Process Management).
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