Conversation Experience Specialist (call Center Product Analyst) Job in Interface
Conversation Experience Specialist (call Center Product Analyst)
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
- Permanent
As Head of Delivery & Customer Success, you will:
Ensures that client needs are satisfied by constructing a partnership between the clients, engineering team, professional services team, partners, vendors, subcontractor organizations and shared services team. Manage these partnerships on a continuous basis to ensure positive customer satisfaction.
Build client satisfaction through the formulation, development, implementation, and delivery of the application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work.
Work with the delivery organization as a primary point of contact for client needs, requirements and expectations.
Analyze and troubleshoot delivery issues in a timely fashion
Oversee daily activities of delivery team and provide direction and guidance as needed
Perform resource allocations and workload assignments according to delivery requirements
Analyze customer requirements, set delivery priorities and make schedule adjustments to meet timely delivery goals
Develop scope and budget for delivery projects
Report delivery status to customers and develop required delivery documentations
Ensure client launches/workshops are planned, resourced and delivered to the highest standard
Plan for optimum resource utilization and synchronize with HR for resource needs
Build & manage common operational processes across all products in product design, specification, overall product quality, and tactical execution
Maintain effective communication with senior management to keep them aware of critical issues confronting product delivery and of the action plans for addressing those issues
Be able to demonstrate value for money from tech delivery through tracking velocity and ensuring quality of delivery
Understand and Communicate client requirements regularly to the teams and working closely with designers, developers, and implementers to ensure the highest quality of service
Identify, manage, and deliver changes in delivery scope through effective customer management while adhering to organizational change management policies and signed contracts with the customer
Identify new business opportunities in existing accounts and work with the sales organization to pursue them
Responsible for Managing Information security
Develop and accurately track service metrics
Requirements
You can be a great fit if you:
Are Passionate about the possibilities at the intersection of AI + Banking
Have worked in a startup of 5 to 30 employees
Have 12+ years of experience managing delivery for product-based companies
Accountable for the effective and efficient delivery of products and services to customers through internal teams, partner teams, and subcontractors.
Demonstrated evidence in a senior role whilst managing teams to exceed
Experienced professional with core background in software engineering and development with US customers
Manage stakeholders expectations and facilitate discussions across high risk and complexity or under constrained timescales
Design and implement frameworks for performance optimization, process maturity, delivery organization scalability, and asset reusability
Lead a continual planning process in a very complex environment & plan beyond product delivery
Identify dependencies in plans across services and coordinate delivery
Monitor and improve account-wide delivery execution, reporting, and communication standards
Actively address the most complicated risks, issues, and dependencies including where ownership exists outside the team or no clear ownership exists
Minimum 5 Years
2 - 4 Hires
