- Lead cross functional teams in the development, justification, and approval process for new technology, enhancements, and implementation.
- Lead, develop and drive project plans for technology and business implementations that include communication plans and associate change management.
- Work directly with the Agile Product Owners to align on the project roadmap priority using data driven ROI.
- With respect to Agile Project Management, assist with project planning within the established processes for product design and development, deployment release schedules, sprint planning and ceremonies, user acceptance testing, defect management, and post-release support
- Own presentations to Executive Management on project updates, metrics and progress against objectives.
- Document and update training material when processes change, and enhancements are deployed across systems
- Maintain SharePoint as the medium of communication to the Customer Service teams by sharing sprint and production release schedules with enhancement details and benefits
- Own the technology deployment regression testing process including the testing plan, accuracy, automation, and successful production deployments / launches.
- Develop robust KPI's and work across agile teams to drive self service.
- Be the lead for Request for Proposals on technology such as Workforce Management Software, chat bot software, bolt on technology and telephony software.
- Lead the production incident management process to drive efficiencies in the resolution process and corrective actions to support 24/7 operations.
- Use Voice of customer data sources from across the businesses including NPS, CRM, On-line reviews, to aggregate into prioritized technology enhancements for improvements in self service, contact deflection, and productivity.
- Own the customer contact pareto dashboard and use advanced analytical tools to share trends with Quality, NPD, and Product Teams to drive product & process improvements (improve customer experience).
- Strong focus on improving customer service and sales metrics related to - productivity, accuracy, first contact resolution, net promoter score, digital self-service, training, and cost to serve.
- As a Senior Project Leader, lead and mentor other Analysts in the organization.
- Bachelor's degree required
- Work experience in Customer Experience management and digital technology
- Proven focus and results to improve customer satisfaction a plus
- Salesforce for Service experience preferred
- Must have analytical and project management skills
- Experience with Microsoft Office Products; advanced Excel experience preferred
- Experience with Jira and whiteboarding tools a plus
- Can effectively manage timelines and multiple priorities
- Proven skills within contact center technology portfolio including telephony and workforce management software
- Excellent oral and written communication skills required
- Demonstrated ability to effectively work on cross-functional teams
-
Customer Service Representative
2 days ago
Bemis Manufacturing Sheboygan Falls, United StatesProvide courteous, professional, and prompt service to resolve product or service problems by clarifying the consumer's complaint, determining the cause of the problem; selecting and explaining the best solution, expediting correction or adjustment, Customer Service Representativ ...
-
Associate Customer Service Representative
1 week ago
Aquent Talent Kohler, United StatesUnder the direction of the Team Leader Customer Service, the CSR I is responsible for satisfying customer requirements from the initial design stage to the customers overall satisfaction. Responsible for following, reporting and assisting with the daily administrative and operati ...
-
customer service representative
5 days ago
Family Dollar Sheboygan, United StatesFamily Dollar N 15TH ST [Retail Associate / Cashier / Team Member] As a Customer Service Representative at Family Dollar, you will: Be responsible for providing exceptional service to customers; Greet customers and assist them with selection of merchandise; Complete cash register ...
-
Customer Service Representative
3 days ago
Accuity Sheboygan, United StatesAcuity is seeking a Customer Service Representative - Claims which involves taking loss information over the telephone and electronically from insureds, agents, and claimants. The CSR inputs the information into the system, assigns the claim, offers a rental car when applicable, ...
-
Sr. Project Leader, B2C Customer Service
2 weeks ago
Kohler Co. Kohler, United StatesSr. Project Leader, B2C Customer Service · Work Mode: Hybrid · Location: Hybrid at Kohler, WI (3 days in office / 2 days WFH) · Opportunity · The Senior Project Leader – B2C is an exciting innovative role responsible for improving the customer experience through use of digital ...
-
Kohler Kohler, United States**Associate Customer Service Representative, B2C** · _Work Mode: Remote_ · **Location:** Remote - Must Live Within 150 Miles to Kohler, WI · **Opportunity** · KOHLER Co.'s Kitchen and Bath products division is very excited about expanding our Customer Service team. We will give y ...
-
Kohler Kohler, United StatesAssociate Customer Service Representative, B2C · Work Mode: Remote · Location: Remote - Must · Live Within 150 Miles to Kohler, WI · Opportunity · KOHLER Co.s Kitchen and Bath products division is very excited about expanding our Customer Service team. We will give you all t ...
-
Cashier/Customer Service Associate
1 week ago
Lowe's Sheboygan, United StatesAll Lowe's associates deliver quality customer service while maintaining a store that is clean, safe, and stocked with the products our customers need. As a Cashier/Customer Service Associate, this means:, · • Being friendly and professional, and responding quickly to customer a ...
-
Retail Customer Service Cashier
4 weeks ago
Love's Travel Stops & Country Stores Sheboygan, United StatesReq ID: Address: 6710 South Business Dr Sheboygan, WI, 53081 Benefits: - Paid Time Off - Flexible Scheduling - 401(k) 100% Match up to 5% - Medical/ Dental/ Vision Insurance after 30 days - Competitive Pay - Career Development Welcome to Lov Customer Service, Cashier, Retail, Ser ...
-
Customer Service Specialist II
5 days ago
Rockline Iatric Sheboygan, United StatesWe are seeking a passionate and dedicated individual to join our team as a Customer Service Specialist II. In this role, you will play a pivotal role in providing exceptional customer service and account management for our key customers. Your primary Customer Service, Customer Se ...
-
Customer Service Specialist II
1 day ago
Rockline Industries & Iatric Manufacturing Sheboygan, United States**Remote work options are available for this position within 1 hour of the Sheboygan corporate location. · We are seeking a passionate and dedicated individual to join our team as a Customer Service Specialist II. In this role, you will play a pivotal role in providing exception ...
-
Customer Service Specialist Ii
1 week ago
Rockline Industries Sheboygan, United StatesWe are seeking a passionate and dedicated individual to join our team as a Customer Service Specialist II. In this role, you will play a pivotal role in providing exceptional customer service and account management for our key customers. Your primary responsibilities will include ...
-
Sr. Project Leader, B2C Customer Service
6 days ago
Kohler Kohler, United StatesSr. Project Leader, B2C Customer Service · Work Mode: Hybrid · Location: Hybrid at Kohler, WI (3 days in office / 2 days WFH) · Opportunity · The Senior Project Leader - B2C is an exciting innovative role responsible for improving the customer experience through use of digital te ...
-
Sr. Project Leader, B2C Customer Service
4 weeks ago
Kohler Company Kohler, United StatesThe Senior Project Leader B 2 C is an exciting innovative role responsible for improving the customer experience through use of digital technology, CRM, and leveraging advanced analytics to improve products and processes. This positi Project Lead, Customer Service, Leader, Custo ...
-
Sr. Project Leader, B2C Customer Service
3 weeks ago
Kohler Kohler, United StatesSr. Project Leader, B2C Customer Service · Work Mode: Hybrid · Location: Hybrid at Kohler, WI (3 days in office / 2 days WFH) · Opportunity · The Senior Project Leader B2C is an exciting innovative role responsible for improving the customer experience through use of digital ...
-
Part-Time Customer Service Representative
2 weeks ago
Wigwam Mills Inc Sheboygan, United States Part timeJob Description · Job DescriptionWigwam Mills, Inc. is a long-standing leader in the US-based development and manufacturing of high-quality, performance socks. We work together as a team and know that our greatest asset is a loyal, well-informed employee. Founded in 1905 by the C ...
-
Customer Service Representative
4 weeks ago
SEEK Careers Staffing Sheboygan, United States Part timeJob Description · Job DescriptionYou could meet and greet our applicants in a fast-paced, fun, professional environment, while you start them on the way to success This DIRECT HIRE position is for SEEK itself. SEEK is a 50+ year old financially secure company where you could star ...
-
Customer Service Representative
2 weeks ago
Van Horn Automotive Group Inc Sheboygan, United StatesVan Horn Automotive Group has an outstanding opportunity for a professional, self-motivated **Customer Service Representative** · The Service BDC Representative will assist the organization with enhancing customer satisfaction, increasing service, and building meaningful customer ...
-
Customer Service Representative
5 days ago
ACUITY, A Mutual Insurance Company Sheboygan, United StatesAcuity is seeking a Customer Service Representative - Claims which involves taking loss information over the telephone and electronically from insureds, agents, and claimants. The CSR inputs the information into the system, assigns the claim, offers a rental car when applicable, ...
-
Customer Service Representative
1 week ago
VapinUSA Sheboygan, United States_**GET HIRED TODAY START WORK TOMORROW**_ · VapinUSA is growing at an exponential rate and has a development plan to increase its total number of retail units by 2x over the next 2 years. This means the upwards growth potential for our team members is virtually uncapped. For a co ...
Sr. Project Leader, B2C Customer Service - Kohler, United States - Sterling Kohler
Description
|req59576
Work Mode:
Hybrid
Location:
Hybrid at Kohler, WI (3 days in office / 2 days WFH)
The S enior Project Leader – B2C is an exciting innovative role responsible for improving the customer experience through use of digital technology, CRM, and leveraging advanced analytics to improve products and processes.
This position will collaborate with business leaders to drive the most efficient use of the technology platforms and associated business processes.
This role leads the service businesses in technology implementation, integration, and enhancements that drive world class customer experiences.This position works directly with Agile platforms teams in the planning processes, sprints, and regression testing to drive the digital transformation, and business objectives tied to service and sales.
In addition, this role will leverage advance analytic tools to share trends with KBNA functions to drive process improvements in product and experience.
Specific ResponsibilitiesThesalary range for this position is $88,000 - $111,150.
The specific salaryoffered to a candidate may be influenced by a variety of factors includingthe candidate's experience, their education, and the work location.
Available benefits include medical, dental,vision & 401k.Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with a competitivetotal rewards package to support your health and wellbeing, access to career growthand development opportunities, a diverse and inclusive workplace, and a strongculture of innovation.
With more than 30,000 bold leaders across the globe,we're driving meaningful change in our mission to help people live gracious,healthy, and sustainable lives.
About UsIt is Kohler's policy to recruit, hire, and promote qualified applicantswithout regard to race, creed, religion, age, sex, sexual orientation, genderidentity or expression, marital status, national origin, disability or statusas a protected veteran.
If, as anindividual with a disability, you need reasonable accommodation during therecruitment process, please contact. Kohler Co. is an equalopportunity/affirmative action employer.
#J-18808-Ljbffr
