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Customer Service Operations Manager

1 tydzień temu

Kraków, Lesser Poland Heineken Pełny etat

At HEINEKEN Kraków, we strive to create an exceptional customer experience through our Global Customer Service & Logistics (CS&L) department. As a GCS&L Program Lead, you will play a crucial role in ensuring the successful deployment of customer service platforms as part of our global business transformation roadmap.

Responsibilities
  • Supporting OpCos in achieving quality, time, scope, and budget objectives during business transitions.
  • Translating customer service strategy into strong digital capabilities by implementing CS DBB platforms, including Agent Order Taking, Logistics Trade Terms, B2B Primary, and Post Processing Cockpit.
  • Realizing yearly project roadmaps and managing relationships with the DBB transition team and Product Owner.
  • Providing guidance and supervising OpCo deployments as a Subject Matter Expert (SME).
  • Executing work using practical methods and processes, providing content expertise, hands-on involvement, and overall project management in close collaboration with the DBB transition team/local OpCo teams.

You are responsible for creating a global blueprint for training materials and performing selected platform trainings. Additionally, you support the activity of the DBB change and communications workstream, align and manage localization requests with the Product Owner, DBB transition team, and OpCo, drive the OpCo engagement and project agenda in alignment with the DBB transition team, transfer knowledge, and gradually hand over responsibilities to OpCos, sharing best practices and learnings across OpCos and within the Global CS&L.