Senior Manager, Global Customer Experience

Il y a 7 mois

Lyon, France Maxeon Temps plein

Powering Positive Change

In a world of constant change, the only way to make a meaningful impact is to stay ahead of the curve. That’s why at Maxeon Solar Technologies we’ve been pushing the boundaries of solar innovation every day for 35 years - from the very edge of outer space to countless rooftops below.

Our highly advanced solar products are powering the fight against climate change in more than 100 countries around the globe. And our brilliant, passionate, and driven team of more than 5,000 people globally are Powering Positive Change every day.

Are you ready to power positive change?
To help Maxeon Powering Positive Change, the Senior Manager of Customer Experience will have 3 primary objectives: to drive customer satisfaction, increase operational efficiencies while reducing operational costs, and strengthen the overall organizational culture.
The person will be responsible for the following duties and programs
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned):
**General**:
**Oversee core customer experience efforts**: Develop and Manage global support multi-language infrastructure to serve Maxeon distribution and installation partners and end customers.
Ensure first class customer experience for both installation partners and customers while being agile, lean and cost effective
Directly develop key B2B? customer relationships to establish Maxeon as the undisputed premium global solar brand
Lead an international team of in-house and outsourced agents across multiple time zones responsible for managing order fulfilment of large volumes for a diverse product portfolio
Empower the team to make customer-led decisions by giving them the necessary tools, capabilities, and resources
Create a heightened level of awareness of customer and employee experiences and needs across the company to drive a customer-centric culture
Create, standardize, optimize business processes and tools, compliant with SOX and international trade practices, with KPIs based on data-driven metrics across the entire operations organization
Work directly with the product, marketing, finance, sales, sales operations, and aftersales teams to jointly develop tightly coordinated regional business plans
Serve as an advocate for the customer and the workforce on specific initiatives and strategies throughout the organization
Mapping the end-to-end lifecycle of our customers so we can give the best experience possible at every stage.
Develop recommendations for new business processes and initiatives to support improvements in Customer Operations
Partner with cross-functional teams on business initiatives that impact systems, reporting, policies, and process improvements.
Monitor and analyze performance data on a regular basis. Identify opportunities early and engage with the cross functional team to drive improvements

**Order Management**:
Lead an efficient and customer centric order management function from pipeline management to invoicing and returns
Oversee case resolution, ensuring a high quality of customer care with metrics to support

**REQUIREMENTS**:
Master’s degree in international business, or in business administration (or equivalent)
5+ years managing international contact centers or BPO offices
Leadership skills in a multicultural and multilanguage organization
Knowledge of omni-channel communications and AI systems would be an advantage
Experience with lead management programs and inside sales would be an advantage
Deep knowledge of customer support quality KPI’s and metrics (NPS, CSAT etc.)
Strong analytical and presentation skills with ability to accurately anticipate, identify and meet the needs of diverse customers. Excellent knowledge of productivity metrics
Working knowledge with best-in-class IT solutions (CRM, ERP, communication)
Track record of delivering projects on time and under budget with high customer satisfaction while balancing operational risk with P&L financials
Strong interpersonal skills, excellent written and oral communication skills and a reputation as a team player
Professional fluency in English

Safety Compliance
Your safety is our number one priority at Maxeon. All our employees must complete regular workplace safety training and comply with our mandatory safety standards.

Equal Employment Opportunity
It is Maxeon’s policy to provide equal employment opportunity to all applicants and employees. Maxeon will not tolerate unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by national, local, state or federal laws or regulations.

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