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Manager, Customer Services and Support

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Sales, Service, & Support
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18000876 Requisition #
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Summary:

Responsible for an operational group within Customer Services and Support focusing on a specific set of services. Ensure that all Service Commitments are met by managing the operations and proactively developing processes. This encompasses managing the customers and the interactions with internal support functions such as ITS, TD, Client Delivery, etc.

Track and report related Key Performance Indicators (KPI) and proactively drive improvements and efficiencies in processes, the services delivered and the software related to the service (Voice of the Client). Including working with Technology Development, Client Management, and Portfolio Management to prioritize and resolve defects.

Management responsibilities of subordinate staff which includes recruiting, training, performance and compensation management, motivating, delegating, and monitoring results.

 

Essential Duties:

  • Manages subordinate staff. Forecasts resource needs and makes hiring decisions. Coaches, counsels, mentors and provides developmental opportunities and job assignments to enhance employee performance and expand capabilities. Provides on-going developmental feedback. Makes compensation recommendations in regards to hiring salaries and salary review actions. Recognizes contributions of individuals and teams to improve employee satisfaction and retain a skilled and motivated workforce. Enforces company rules and policies regarding ethical behavior, safety, security, use of company property, time charging, etc.
  • Manage and monitor the operations to efficiently deliver services in accordance with contracts and Service Level agreements. Process includes managing the relationship with other Jeppesen groups delivering components of the services.
  • Develops and maintains methods, processes, tools, and best practices for the service in coordination with CPS management. Continually drives process improvements to increase service levels and reduce costs of delivering support.
  • Serves as first escalation point for customers.

  

Education/Experience:

Bachelor’s degree or equivalent; 2-3 years’ experience in managing employees and working within a Support environment.

 

Knowledge and Skills:

  • Knowledge of policies and procedures that typically affect individual subordinate employees. Knowledge of skills and abilities required by subordinate employees to accomplish organizational responsibilities.
  • Ability to accomplish results through employees who exercise significant latitude and independence in their assignments. Often heads a centralized functional activity.
  • Skilled in advising a unit regarding tasks, projects, and operations. Actively involved in daily operations only when required to meet schedule or resolve complex problems.
  • Ensures that projects are completed on schedule and within budget and that the department budget is met.
  • Frequent contacts with internal personnel and outside customer representatives concerning operations, scheduling or specific phases of projects or contracts.

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