HERE

VP Global Technical Customer Support

US-IL-Chicago
Requisition ID
2017-17607
Category
Administrative/Business Suppor

Overview

HERE, the Open Location Platform company, enables people, enterprises and cities to harness the power of location. By making sense of the world through the lens of location we empower our customers to achieve better outcomes – from helping a city manage its infrastructure or an enterprise optimize its assets to delivering drivers to their destination safely. To learn more about HERE, including our new generation of cloud-based location platform services, visit http://360.here.com.

 

Seeking a P&L experienced leader to transform a global customer support organization into a world class, platform software support center.  This leadership position is responsible for delivering global customer support for all HERE products and services.  The TCS leader establishes the vision, strategy, execution and metrics for a worldwide organization, skillfully balancing performance and transformation agendas.  Successful candidates will possess a demonstrated track record in organizational transformation, global leadership, and technical services domain experience.

Responsibilities

  • Transformational Leadership:
    • Able to orchestrate a transformational change agenda that enables the achievement of the company’s Strategy Execution Plan (SEP)
    • Creates a transformation plan that is informed by a comprehensive diagnostic of the existing support landscape and ecosystem
    • Creates and scales capabilities and competencies that do not currently exist.
    • Shifts function from cost center to revenue center
  • Continuous Improvement:
    • Orchestrates a comprehensive continuous improvement plan
      • L1,2,3 processes and related KPIs
      • Alert & Escalation
      • Support Center systems and processes
      • CSAT and VoC closed loop feedback systems
      • Executive reporting and communications interlock
      • Follow the sun strategy and implementation
      • Technical documentation and procedures
      • Learning and Development
    • Talent Readiness:
      • Recruits top tier multi-disciplinary technical resources
      • Establishes NPI interlocks with Engineering, ensuring customer support readiness.
      • Develops talent through best practices, training, and advanced certification.
      • Creates a capacity modeling capability that optimizes resource deployment globally.
    • Systems / Tools / Technology:
      • Evaluates and improves technical support system performance (Team Support)
      • Standardizes and improves support tools and technology
      • Sponsors culture of innovation through employee engagement – Support center of the future
    • Analytics and Reporting:
      • Designs and creates best practice reporting and analytic capabilities
      • Promotes a culture of delivering analytics and business insights vs data
      • Standardizes executive and management communication processes and frequency

Qualifications

  • Education:
    • Undergraduate degree required, MBA preferred (grad. Degree preferred)
    • Degree in Computer Science, Software Engineering, or Information Technology
  • Work Experience:
    • 10+ years of experience in leadership and organizational management.
    • Proven track record in major account/customer management (e.g., Enterprise customers).
    • Proven track record in bringing large-scale programs to market
    • Excellent oral presentation skills incl. the ability to simplify complex thoughts/ideas
    • Proven ability to interface and manage with all levels of an organization
  • Industry Experience:
    • High technology B2B or B2B2C experience required
    • Mergers & Acquisitions experience preferred
    • Support Center systems implementation/improvement preferred
  • Competencies
    • High integrity leadership – sets the example
    • Customer communication expert
    • Demonstrated ability to deliver business, customer, and people results.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets.

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