• Customer Experience Manager - Global Learning Services

    Location IN-Bangalore
    Posting date 2 months ago(9/25/2019 9:46 AM)
    Job ID
    Technical Support, Technical Training
  • Company description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat Global Learning Services (GLS) team is looking for a Customer Experience Manager to join us in Bangalore, India. In this role, you will recruit, train, schedule, coach, and communicate job expectations to your team. You'll plan, monitor, and review team contributions, manage compensation actions, and enforce policies and procedures. As a Customer Experience Manager, you will also improve customer service quality by evaluating and redesigning processes, communicating service metrics, analyzing results, and implementing changes.

    Primary job responsibilities

    • Manage a global team of operations and customer experience specialists who handle tasks ranging from building public training schedules, supporting customers on online learning access, and handling queries around order confirmation, cancellation, reschedule, and user substitutions, to preparing periodic reports and updating various counterpart teams within the GLS team
    • Manage customer service queue backlog
    • Manage key business metrics that impact customer experience
    • Ensure that quality standards are being met by the team
    • Build a high-performing team by setting goals, delegating work, and holding the team accountable; develop and empower direct reports to make decisions and take action
    • Document known issues and solutions; ensure internal communication of problem resolutions and convey customer feedback to the management
    • Communicate with key teams in support of customer issues and questions
    • Interact with customers to provide and process information in response to inquiries, concerns, and requests about offerings and orders
    • Control resources and use assets to achieve qualitative and quantitative goals

    Required skills

    • 8+ years of experience working in customer support management with 5+ years of direct people management experience
    • Experience working with global teams
    • Ability to work under pressure
    • Ability to think strategically and serve in a leadership role
    • Experience working in customer service and familiarity with process improvement and management, staffing, analyzing information, and developing standards
    • Comfortable working with inexperienced or frustrated customers who may not be familiar with our offerings or procedures
    • Excellent written and verbal communication skills
    • Ability to work in shifts outside of India’s standard business hours
    • Solid organizational and problem-solving skills
    • Computer, time management, and follow-up skills
    • Goal-oriented with an ability to work as part of a team
    • Ability to work with minimal supervision in a fast-paced environment
    • Ability to interact effectively with internal and external partners and customers
    • Experience working on a learning management system (LMS) is a big plus

    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.


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