Global Customer Success Service/Customer Experience Program Manager

Job Details:

Job Description:

Looking for an exciting opportunity at Intel? Want to be a part of a 2022 IQA winning organization?

Come join Team Global Customer Success (GCS) as we embark on our next transformational journey to ensure Intel's customers and partners are successful in designing with and deploying Intel products and services. The Intel Sales and Marketing Group's (SMG) Global Customer Success (GCS) is a worldwide organization that provides a full range of scalable services that spans across Intel and the lifecycle of our products and programs to meet the needs of every customer from the single end user to the large-scale distributors and original equipment manufacturers.

These services include:

• Design-in testing tools and services via the Design in Tools Store
• Pre-sales design enablement and engineering services
• Enabling worldwide adoption of Intel technology through Build, Loan, and Event services
• Intel programs and post launch product technical and warranty support

As a member of the GCS Global Operations Team the Service Experience Program Manager owns all aspects of the customer feedback program.

This highly visible role includes developing the program strategy, ensuring we have sufficient data to quickly analyze and identify customer needs, determine root cause impacts and drive actions.

Within this role, the PM will be responsible for managing external vendors, budget, survey definition/design, partnering to deploy surveys/other feedback tools, and providing indicators and information that can be used by GCS to drive service experience improvements.

The role manages a variety of listening engines beyond surveys including interviews, focus groups, and various sources of unstructured customer feedback; this requires working across various teams chartered to support Intel's business units, enable support tools and analytics, and facilitate contact center operations. Customer satisfaction metrics are the heart of GCS's KPIs, so partnering across the organization is critical.

The successful candidate will be responsible for bringing self-identified and third-party insights to the organization to inform strategic decision-making; this includes being a primary contact for various industry memberships and coordinating benchmark research, study inputs, report outs, and driving actions where applicable.

Special projects and initiatives are a core part of this role and what makes the work product visible across the organization. Various overlapping projects with complex moving parts require strong project management skills.

The successful candidate will exhibit the following skills:

• Passionate about educating others about CX and customer feedback standards
• Independent worker with willingness to manage ambiguity
• The Ability to:
  • communicate effectively at all organization levels, adjust delivery and content to align to the audience
  • quantify business value and ROI of investing in customer experience
  • translate data in clear communication of results, progress, and actions
  • identify key moments of truth affecting customer perceptions
  • drive customer centered design and innovation
  • turn strategy into tangible deliverables
  • effectively multi-task
• Sensitivity and good understanding of organizational issues and challenges
• Viewed as a true partner, coach, mentor, and effective collaborator working together to achieve organization's objective
• The ability to establish and maintain trust, credibility, and build strong relationships to enable influencing
• The ability to positively partner and influence others towards a common vision or goal
• High level of professionalism, energy, and sense of urgency to make things happen - resilient and tenacious

A successful candidate must demonstrate:

• Demonstrated expertise leading cross-functional, cross-organizational meetings/workshops to drive consensus, and
• Exceptional written and verbal communication and presentation skills, to audiences of varying seniority,

Qualifications:

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates. This Position not eligible for Intel immigration sponsorship.

Minimum Qualifications:

• Bachelor's degree in business related field, communications, marketing, or another related field
• 3+ years in survey design and execution, data/root cause analysis, benchmarking
• 3+ years Customer Support or Support Operations experience, preferably in a global organization.
• 4+ years of first-hand experience in managing cross functional projects/programs

Preferred Qualifications:

• CCXP certification (Certified Customer Experience Professional)
• 5+ years Customer Support or Support Operations experience, preferably in a global organization
• Salesforce CRM experience
• Project Management Professional (PMP) Certification
• Familiarity with third party CX resources such as Gartner and TSIA

Job Type:

Experienced Hire

Shift:

Shift 1 (United States of America)

Primary Location:

US, Arizona, Phoenix

Additional Locations:

US, California, Folsom, US, Oregon, Hillsboro

Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.

Business group:

Intel's Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions. SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business. We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples. The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe. Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.

Posting Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Position of Trust

N/A

Benefits:

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here: https://www.intel.com/content/www/us/en/jobs/benefits.html

Annual Salary Range for jobs which could be performed in

US, California:$96,030.00-$144,050.00

Salary range dependent on a number of factors including location and experience.

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.