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Job Title: Delivery Manager / Senior Support Manager

Job Location: Austin, Texas (Remote Allowed)

Duration: Fulltime

Primary Skills (Must Have):

• 15+ years of overall experience
• Strong knowledge of Retail process and implementation
• Hold hands on experience on xStore, Freshdesk and Vonage tools.
• Have executed and led the technical support for Retail sector with a time size of 50+
• Should have managed delivery for multiple customers.
• Strong communication skills both verbal and written.
• Experience of working of working in onsite-offshore model is highly preferred.

Roles and Responsibilities

• Monitoring and managing Retails Technical support functions to ensure optimal service.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support service delivery.
• Taking accountability of meeting customer expectations, and driving demand
• Analyzing and creating strategies for service delivery optimization
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange.
• Analyzing the CSAT Survey and creating action plan for improvements
• Experience in dealing with third party-provided services.
• Operational ability in a diverse, large-scale environment
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Capacity to train and guide junior team members.
• Ability to manage and prioritize tasks efficiently.
• Readiness to demonstrate a proactive attitude.
• Participate in new opportunities, creating solution.
• Ensuring to meet the Margin Targets laid by the Organization.