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Global Customer Success Service/Customer Experience Program Manager

Intel

Intel is an innovative technology company that uses artificial intelligence to elevate multiple industries.

Global Customer Success Service/Customer Experience Program Manager

Job Description

SMG’s Global Customer Success (GCS) is a worldwide team which effectively partners with all Intel business units to provide a full range of customer support that spans the lifecycle for Intel’s products, programs, and services. Our global services are scalable to meet the needs of every customer from the single end user to the large-scale distributors and original equipment manufacturers. These services include design-in testing tools (TNT), pre-sales tech enablement (ADC), program and event management (IDD), to post sale technical support and warranty (ICS) for all Intel branded products, programs, and services.

As a member of the Global Operations Team the Service Experience Program Manager owns all aspects of the customer feedback program. This highly visible job includes developing strategy, ensuring we have sufficient data to quickly identify issues and drive actions, managing external vendors, budget and tool development, designing surveys and providing indicators and information that can be used by GCS to drive service experience improvements. This role manages a variety of listening engines beyond surveys including interviews, focus groups, and various sources of unstructured customer feedback.

This requires working across various teams chartered to support Intel’s business units, enable support tools and analytics, and facilitate contact center operations. Customer satisfaction metrics are the heart of GCS’s KPIs, so partnering across the organization is critical.

The successful candidate will be responsible for bringing third-party insight to the organization to inform strategic decision-making. This includes being a primary contact for various industry memberships and coordinating benchmark inputs and read-outs.

Special projects and initiatives are a core part of this role and what makes the work product visible across the organization. Various overlapping projects with complex moving parts require strong project management skills.

The successful candidate will exhibit the following traits:

  • Organized, with a natural inclination for both strategic and tactical planning, with the ability to turn strategy into tangible deliverables
  • Passionate about educating others about CX and customer feedback standards
  • Independent worker with willingness to manage ambiguity
  • Ability to effectively multi-task
  • Sensitivity and good understanding of organizational issues and challenges
  • Ability to communicate effectively at all organization levels and adjust delivery and content to align to the audience
  • Viewed as a true partner, coach, mentor, and effective collaborator working together to achieve organization’s objective
  • Ability to establish and maintain trust, credibility, and build strong relationships to enable influencing
  • Ability to positively partner and influence others towards a common vision or goal
  • High level of professionalism, energy, and sense of urgency to make things happen – resilient and tenacious
  • Demonstrated expertise leading cross-functional, cross-organizational meetings/workshops to drive consensus
  • Exceptional written and verbal communication and presentation skills, to audiences of varying seniority
  • Experience in survey design and associated operations, benchmarking

Qualifications

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates. This Position is not eligible for Intel immigration sponsorship:

Minimum Qualifications:

  • Bachelor’s degree in business related field, communications, marketing, or another related field with:
  • 4+ years of first-hand experience in managing cross functional projects/programs
  • 4+ years Customer Support or Support Operations experience, preferably in a global organization

Preferred Qualifications:

  • CCXP certification (Certified Customer Experience Professional)
  • 5+ years Customer Support or Support Operations experience, preferably in a global organization
  • Salesforce CRM experience
  • Project Management Professional (PMP) Certification
  • Familiarity with third party CX resources such as Gartner and TSIA

Inside this Business Group

Intel’s Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions. SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business. We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples. The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe. Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.

Other Locations

US, Arizona, Phoenix;US, California, Santa Clara;US, Oregon, Hillsboro

Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.

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Global Customer Success Service/Customer Experience Program Manager

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Intel

Intel is an innovative technology company that uses artificial intelligence to elevate multiple industries.

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