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Global Customer Experience Director - Digital Products

Date: 
Location: 

Charlotte, NC, US

Sealed Air partners with customers to solve their most critical packaging challenges with innovative solutions that leave our world, environment, and communities better than we found them. Our portfolio of widely recognized brands includes Cryovac® food packaging and Bubble Wrap® protective packaging which respectively enable a safer, more efficient food supply chain and protect valuable goods shipped around the world. Sealed Air generated $4.7 billion in sales in 2018 and has approximately 15,500 employees who serve customers in 123 countries. To learn more, visit www.sealedair.com.

Job Description

 

The Global Customer Support Director – Digital Products is responsible for delivering all aspects of customer support for digital products globally in the management of the customer life cycle including but not limited to, CRM platforms, eCommerce online tools for e-Commerce/self-service and digitized products levering IoT and AI smart product services – both direct and indirect revenue generating – creating a Sealed Air reference of every customer.  You will develop a strong understanding of our portfolio of digital products through the product life cycle through to commercial deployment where s/he is responsible for ensuring customers are supported in their use to an agreed level.  As the organization transforms our digital landscape with new breed of solutions, there is a portfolio of legacy products for which s/he will have a dual responsibility as product champion and support lead.  You will work with Digital & Commercial teams to develop a strategy to leverage these tools driving change management with our customer base to adopt self-service methodologies, as we simultaneously strategize to transition these portfolios.  As we continue to mature the range of digital solutions and close the gap between back office supply chain and our customers, s/he will take a leadership role in driving a world-class Order Fulfilment Process to eliminate customer pain points and drive operational excellence.  To be considered, you should be a hands-on, excellent cross-functional collaborator who leads from a customer, process, and team member-first approach.

 

  • Customer Support Program Owner – Digital products – leading all aspects of supporting customers using our digital products as they are deployed.
  • Collaborate with Digital and Commercial leadership teams to establish a strategy to leverage legacy digital customer interface products (eComm & EDI) in alignment with the strategy and roadmap of new products.   Considering best outcomes for customer change management, business efficiency, operational excellence and the customers’ experience.
  • Maintain up to date documentation of all SLA/OLAs.
  • Facilitate feedback loops & insights to Product Owners from users of products to highlight improvement opportunities and future state features to prioritize using Agile Methodology
  • Drive simplification and automation through our Order Fulfilment process to eliminate customer pain points, reduce queries, improve response times and move Sealed Air to operational excellence.
  • With CS leadership team, defining strategy, implementation and governance of omni-channel technology for delivering highly competitive customer service.
  • Provide reporting and analytics relative to SLAs/OLAs for new and legacy digital products.  Implement effective reporting, monitoring and insights with actions aimed at continuous improvement.

 

Qualifications

 

  • Recognized significant accomplishments in previous roles including exemplary leadership and success coaching and developing others for success.
  • Strategic Agility and a strong business acumen with demonstrated success in developing & communicating a shared vision and goals in an interdependent organization.
  • A passion for leading change management 
  • Solid process and project management skills.  Understands complex workflows and can find ways to simplify them.  Knows how to efficiently organize people and activities, set priorities and maintain focus accordingly.
  • Knowledge of Enterprise ERP Systems, digital products and tools.
  • Experience with setting up or managing customer support operations for digital products. 
  • Strong passion and drive to stay current with industry trends and best practice.
  • Strong empathy for customers.  Dedicated to high levels of customer service and meeting the needs of external and internal customers.
  • Ability to travel within company network
  • Tertiary degree and work experience in Project Management, Process Improvement or IT/Digital support
  • Six Sigma Training or Lean qualifications are an advantage.
  • Experience and/or training in Agile methodologies
  • Experience with SAP and Digital eCommerce environment
     

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Requisition id: 29558 

Relocation: No  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status. Sealed Air participates in the E-Verify Program (US sites only).

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