Group Manager, Service Experience Strategic Implementation

Overview Come join the SBSEG Service Experience Design and Management team" as the lead for Service Experience Strategic Implementation in SBSEG Customer Success.
In this role you will work in partnership with Service Design and Experience Management, Modern Ops and Expert Network teams to implement service design plans, standardize strategic implementation across ecosystems, develop operational oversight systems and ensure program readiness for SBESG customer experience and product support.
This role will be deeply involved in developing business continuity, achievement of efficiency optimization and customer experience outcomes as well as business continuity planning.
In addition this role will be instrumental in advancing our cost to serve analytics, budget planning and strategic implementation of labor strategy, channel mix and root cause analysis to drive continuous improvement.
What you'll bring How you will lead Partners with CS segment leads, operations, finance and the expert network to implement service design and customer success initiatives across the ecosystem Ensure effective implementation to achieve customer experience, service level and financial objectives Review, inspect and approve labor strategy, channel mix and other operational levers impacting SBSEG customer success budget Performs real-time RCA on efficiency, budget and implementation opportunities Assists in developing strategic customer service and technical support initiatives