CS Process Innovation Lead

Job Description

We are seeking a highly motivated and experienced project manager for our Customer Satisfaction department. The ideal candidate will have experience in leading and managing projects from initiation to completion, a strong understanding of customer service processes, excellent communication, leadership skills and passion for continuous improvement.



Key Responsibilities

• Lead cross-functional teams in the identification, development and implementation of customer service process improvements. 

• Analyze CX, Service Operations and Technical Support processes and identify improvement needs, with special focus on C-Sat, sales contribution, performance, efficiency and cost.
• Document key CS processes: CX Presales, Customer Support, Complaint Management, In-Warranty Repair, Repair & Refurbish, Swap, etc.
• Map customer journey and detect main CX improvement opportunities with special focus on conversion rate.
• Analyze Service Operations processes and implement the necessary changes to increase operational performance and efficiency.
• Define CS Dashboards with main KPIs of each subarea to provide the necessary visibility within the company.
• Work together with IT to automate reports and implement CS Dashboards.
• Understand current Zendesk set-up and define an action plan to maximize its use.
• Ensure Zendesk is set-up to meet business needs and aligned with company requirements.
• Develop training materials and lead training sessions to ensure successful adoption of Zendesk across the organization.
• Lead other customer service projects such as AI development, Out-Of-Warranty process implementation, etc.
• Develop and maintain relationships with stakeholders, ensuring their needs are met throughout the project lifecycle.
• Define project scope, objectives and timelines and develop project plans that identify key milestones, deliverables and resource requirements.
• Monitor project progress and provide regular status updates to stakeholders, identifying and mitigating risks as needed.
• Facilitate meetings and workshops with cross-functional teams to gather requirements, define solutions, and drive consensus on project decisions.
• Develop and implement metrics to measure project success and drive continuous improvement.
• Stay current on industry trends and best practices and leverage that knowledge to drive innovation in our customer service operations.
• Ensure that all project documentation is complete, accurate and up-to-date including project plans, status reports, and other project-related materials.
• Support regional deployments in different LATAM countries.

Mandatory Qualifications & Skills

• Advanced student in Industrial Engineering or related field.
• Strong experience in project management using Agile and Scrum methodologies.
• Expertise with Zendesk or any other CX software (Salesforce Service Cloud, Jira, etc.).
• Experience working with IT in software implementations. IT mindset and language (coding skills not needed).
• Experience in Customer Satisfaction department. Strong understanding of service operations and processes.
• Data management and business analytics skills.
• Excellent communication and leadership skills, with the ability to influence and motivate cross-functional teams.
• Ability to manage multiple projects simultaneously, prioritize tasks effectively, and work under tight deadlines.
• Proven track record of delivering projects on time, within budget and to a high standard of quality.
• Advanced English.

Preferable Qualifications & Skills

• Bachelor's degree in Industrial Engineering or related field.
• Zendesk certifications.
• Experience in process improvement functions.
• PMP or other project management certification.