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Sr. Manager, Programs and Process

Company: SolarEdge Technologies, Inc.
Location: Milpitas
Posted on: August 4, 2022

Job Description:

This website is AudioEye enabled and is being optimized for accessibility. To open the AudioEye Toolbar, press shift + =. The toolbar contains the followingThe AudioEye Help Desk to report accessibility and usability related issues.The AudioEye Certification Statement to explain the ongoing web accessibility and usability enhancements for this website.The Player tool to listen to this site read aloud. The Player is not intended as a substitute for your screen reader. If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Sr. Manager, Programs and Process Full Time Professional Milpitas, CA, US 2 days ago Requisition ID: 1175

  • Refine and improve existing support team quality and processes through metrics and productivity improvement programs
  • Measure and evaluate areas for productivity improvements and areas for contact reduction. -
  • Become an active driving force as a change agent for improvement and productivity implementation
  • Utilize data available to determine leakage and areas for improvement, savings and account activity and visibility. -
  • Drive productivity projects to reduce churn and improve overall team effectiveness
  • Collaborate with Support Leadership to design and implement needed changes and improvements throughout the group.
  • Strong coordination and active participation with corporate teams on changes, new programs, program management, customer focused programs
  • Record evaluations utilizing departmental quality monitoring tools -
  • Deliver feedback to team members on implementation, needed changes, potential improvements, and customer feedback
  • Assist with surveys and evaluating customer feedback and action plans from the information received from the surveys. -
  • Manage target programs from inception to mainstream adoption
  • Monitor Field RMA tickets, and customer's feedback to alert HQ and to launch early investigation on field quality risks -
  • Document customer escalations/issues and work with HQ Support Quality team to improve continuous learning process and overall customer experience
    • BA/BS education in a technical field, including knowledge of statistics -
    • Minimum of 3-5 years of experience performing Analytics, program management and implementation
    • Excel familiarity including creating own reports -
    • Strong analytic skills and use of spreadsheet, presentation and email tools -
    • Ability to work in a fast pace environment -
    • Strong written and verbal communication skills -
    • Experience developing and implementing process and program improvements highly preferred. -
    • Prior supervisory or leadership experience preferred. -

Keywords: SolarEdge Technologies, Inc., Milpitas , Sr. Manager, Programs and Process, Executive , Milpitas, California

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