Customer Experience Center Lead Job

Customer Experience Center Lead Job
Company:

Sap


Place:

Karnataka


Area:

Programmer

Customer Experience Center Lead Job

Details of the offer

Requisition ID: 223224 Work Area: Software-Design and Development Expected Travel: 0 - 10% Career Status: Management Employment Type: Regular Full Time COMPANY DESCRIPTION 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. That’s 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 it’s the best-run businesses that make the world run better and improve people’s 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 WHAT YOU GET FROM US 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 you’re searching for a company that’s 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 . SAP'S DIVERSITY COMMITMENT 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: Careers.NorthAmericasap.com or Careers.LatinAmericasap.com , APJ: Careers.APJsap.com , EMEA: Careerssap.com ). Successful candidates might be required to undergo a background verification with an external vendor. Additional Locations :


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Area:

  • IT - Information Technology / Programmer

Requirements

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