Change Management Team Manager leading change practitioners in Claims initiatives. Requires 2 - 3 years in OCM and claims management; based in Costa Mesa, CA or Coppell, TX.
About the role
- Serviceability Manager in Customer Care Management enhancing support solutions and tools. Responsible for managing requirements and building relationships with diverse stakeholders.
Responsibilities
- Supporting readiness and efficiency for the Global Support Organization
- Improving customer experience
- Consolidating and managing support solution requirements or improvements
- Following up on support improvements using prioritization based on data and agent feedback
- Building and maintaining support tool priorities based on feedback and challenges from agents
- Identifying monitoring and alerting needs for each Business Domain
- Generating relevant metrics to provide visibility on support tool efficiency
- Evaluating if requests for monitoring and tooling are practical and beneficial
- Ensuring service readiness for each solution, including tools, processes, and monitoring
- Building a network of Subject Matter Experts (SMEs) within the organization
- Notifying support organizations of new solutions or changes before roll-out
- Supporting a healthy and collaborative environment
Requirements
- Good project management skills
- Ability to coordinate multiple activities and meet deadlines
- Works independently with good follow-through skills
- Good spoken and written English
- Ability to work effectively across departments and with geographically remote teams
- Advanced PC skills (Word, PowerPoint, and Excel).
- Good presentation and facilitation skills, able to share ideas, gather input, and encourage collaboration
- Creative and forward thinking
- Good problem-solving skills
- Experience working in customer services or maintenance teams
Benefits
- Diversity & Inclusion
- Equal opportunity employer
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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