• Customer Experience Center Lead Jobs in Bangalore,India

  • SAP Labs Pvt Ltd
  • Save Job
  • 12 - 15 Years
  • Posted : above 1 month

Job Description:

City Bangalore, KA, IN

Company SAP

Requisition ID 223224
Work Area Sales Support
Expected Travel 0 - 10 PERCENT
Career Status Management
Employment Type Regular Full Time

SAP started in 1972 as a team of five colleagues with a desire to do something new Together, they changed enterprise software and reinvented how business was done Today, as a market leader in enterprise application software, we remain true to our roots Thats why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all We believe that together we can transform industries, grow economics, lift up societies and sustain our environment Because its the best-run businesses that make the world run better and improve peoples lives

Customer Experience Center Lead

We are seeking a Customer Experience Center Lead to join our Engineering and Cloud Operations organization located in Bangalore, India

The Customer Experience Center is a co-located facility in which teammates across multiple SAP SuccessFactors organizations collaborate to solve customer issues The team seeks to improve customer experience by improving the issue time to resolve and partnerships across teams

Duties and Responsibilities

Work cross functionally across Engineering, Cloud Operations and Customer Support, leading a co-located, highly collaborative team of Engineers focused on solving complex customer issues
Monitor team output against the program goals, customer issue metrics, and product backlog
Develop a deep understanding of our product development process and customer support model
Drive strategic insights and improvement opportunities
Recommend new goals or redefinition of existing goals based on program evaluations
Drive and actively participate in the continuous improvement process; create an environment for continuous learning and improvement
Interface with cross functional internal teams, customers and partners
Investigate complex software issues in the delivered product through various analytic techniques
Be a responsive and dependable source of information in a fast paced, multi-functional environment

Required Skills and Experience

3 years of program management or operations experience in software (managing teams, leading risk mitigation and issue resolution, communicating progress)
3 years of technical support, customer service experience in software (reading, programming, de-bugging code)
4-10 years of experience in software development, engineering, or related field
Strong program management skills and an execution orientation; find creative ways to get questions answered and things done
Experience with Product Development Life Cycle (PDLC) and enterprise Software-as-a-Service (SaaS) cloud delivery model
Experience with web-based applications
Passion for solving business and strategy problems with structured analysis and data; experience transforming vague problems into practical data-driven solutions
Data analytics skills can create pivot table, run basic regression, and construct SQL statements
Strong verbal/written communication and presentation skills

Desirable Work Experience

Experience with Customer Support and Incident Management processes and operating models
Experience with JIRA, ServiceNow for case management use cases
Experience in business process mapping or designing lean business workflows; experience building interaction models across organizations
Knowledge of ITIL
Knowledge of high-collaboration or swarming operating models

Learning & Development Opportunities

Improved complex customer issue resolution across various issue types
Enhanced SuccessFactors product knowledge
Enhanced SuccessFactors incident management & resolution tool knowledge (BCP, JIRA)

Experience Leve - 12-15 years

Work Location - Bangalore


Success is what you make it At SAP, we help you make it your own A career at SAP can open many doors for you If youre searching for a company thats dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now

To harness the power of innovation, SAP invests in the development of its diverse employees We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas CareersNorthAmericasapcom or CareersLatinAmericasapcom, APJ CareersAPJsapcom, EMEA Careerssapcom)

Successful candidates might be required to undergo a background verification with an external vendor

Additional Locations

Job Segment ERP, Engineer, Product Development, Program Manager, SAP, Technology, Engineering, Management, Research

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 20th Feb 2020

Key Skills:

Company Profile:

SAP Labs Pvt Ltdarfix

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