Fluency (spoken, reading and written proficiency) in Spanish and English
- Outstanding speaking, writing, and presentation skills
- Detail-oriented, analytical, proactive approach to problem-identification and solving
- Ability to translate technical jargon into everyday language.
- Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment.
- Able to work independently, self-motivated, and flexible in approaching responsibilities and change.
- The ability to interact with senior and corporate leadership.
- Self-directed worker with proven organizational and time management skills.
Job summary
Executive Customer Relations (ECR) is a role model within worldwide Customer Service, ensuring that problems are resolved not just for an individual, but for all customers.
As an ECR Manager (f/m/d), you will support the team from Costa Rica in resolving egregious customer experiences and creating lasting solutions that affect customers everywhere.
You will build scalable global mechanisms, oversee cross-team and cross-functional projects, and represent D2AS ECR outputs through shared performance measurement and reporting.
You will feed insights back into the business by identifying trends and driving initiatives that systemically improve the customer experience.
In this role, you will work with the Consumer ECR, D2AS ECR, and Customer Trust teams in support of the strategy and health of team operations through implementation of program and operational mechanisms, alignment and standardization efforts to support scaling, and replication of proven initiatives.
The ECR Manager will have regular one-to-ones with D2AS ECR Specialists, will manage performance and provide coaching, real time support, analyzing data related to Executive Escalations and Product Safety Escalations and support the vision for the team.
This role is based in Costa Rica.
Key job responsibilities
**Responsibilities**:
- Lead and manage teams of D2AS ECR Specialists; responsible for the overall direction and performance of the team
- Manage metrics to measure the team's performance, coach and develop the team to raise the bar on resolving egregious issues
- Identify, assess, track and mitigate program/project risks
- Identify trends, themes, emergent topics, and insights through manual review and research of large and small data sets
- Create, maintain, and disseminate project information to stakeholders
- Build strategic relationships with stakeholders to drive policy change or improvements that ensure the best customer experience
- Drive effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities
- Solve 'Trust busters' working together with other teams on most egregious and complex customer pain points
- Participate in monthly and quarterly business reviews with senior leadership by providing impactful updates and being the voice of customer for the business
- CS or Tech Support operations experience
- Experience in process improvement using Lean and Kaizen methods.
- Use data and analytics to make informed decisions.
- Ability to thrive in an ambiguous and fast-paced work environment.
- Demonstrated "big picture" thinking and sound judgment.
- Proficiency in additional languages, such as Portuguese and French.