Description |
A. Position Purpose
Frontline focused, sales and CARE road warrior accountable for the continual improvement of the service experience for EIP customer, both at the EIP point-of-sale and throughout the EIP customer lifecycle
B. Position Duties and Responsibilities
B1. Primary Duties and Responsibilities:
- Both individually and in partnership with M&P, L&D and OR&D, observe EIP customer interactions within both sales and service settings
- Process and police improvements, primarily focused on customer experience with a secondary focus on opex efficiencies, based on firsthand frontline interaction - feedback shared with both EIP Tech Ops Sr. Manager and EIP Analytics and Policy Sr. Manager for prioritization and execution
- Understanding, communication and, if applicable, resolution of EIP impacts to key service measures
- Sales and Service channel relationship and communications management
- Frontline focused operational preparedness, including initial product launch, product enhancement launches and new phase launches
- Partner to lead and execute Sales and Service-based cross-functional initiatives/projects that have a direct impact on our frontline staff
- Build standards and seek ways to continually improve frontline training and engagement
B2. Network of Contacts:
- ICE Leadership
- EIP Team
- Sales and CARE Leadership
- Sales and CARE frontline and frontline management
- M&P
- L&D
- Communications
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Requirements |
C. Position Requirements:
Functional/Technical Skills
- Track record of personal initiative and ability to drive change
- Strong analytical skills
- Ability to prioritize and deliver on multiple threads of work
- Strengths in building large networks of internal contacts and leveraging positive working relationships to achieve business goals
- Ability to direct, coach and influence employees without a direct reporting relationship
- Working knowledge/expertise of both sales and CARE systems
- History of working with a wide variety of individuals and stakeholders while delivering exceptional follow-up/follow- through
Experience
- Experience in an operations role focusing on Retail and/or CARE customer experience
- Excellent verbal and written communication skills with demonstrated public speaking and presentation comfort/skill and experience
- Qualities sought include thought leadership, strong personal work ethic and initiative, and ability to build strong cross-functional relationships including those with senior level executives
- Experience in Project Management, Sales/CARE Operations or Product Management desired
Education and Training:
Bachelor's degree in a business discipline. MBA preferred.
When asked "How did you hear about us?" please select the option "Other" from the list and type "LatPro" on the next open field.
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