Position: ( Poland) Global Support Manager with Japan (IRC148202)
Company: GlobalLogic
Category: Project Manager
Experience required: 3y
English level: upper

The product enables marketers to rapidly scale and meet the demands of the modern consumer. Marketers can easily deploy targeted and triggered cross-channel campaigns, compile data from multiple sources, and strategically promote desired customer behaviors - effectively increasing revenue and enhancing customer experiences.

Job Description
Passion for customer experience, organizational success, and employee satisfaction
Excellent English is written and verbal communication skills
Collaborates effectively across functional teams, on a global scale
Impeccable organizational and time management skills
Tenacious commitment to finding the root cause of issues
Highly motivated, self-starter, with the ability to direct work efforts independently
Action-oriented with strong organizational, analytical and problem-solving skills
Demonstrated employee development success
Ability to lead and build technical teams
Analytic insight to identify and solve client’s business, marketing and technology problems
Building and growing effective teams through collaboration and successful conflict resolution
Process management with ability to multitask and prioritize
Demonstrate business maturity in daily interaction with clients, peers, and leadership
Highly adaptable, fast learner
Strong technical aptitude and in support of Customer's application and solutions. 
Experience with internet development technologies and tools (HTML, XML, Web Services, API, relational data, etc.)
Dependable, motivated, self-starter, with the ability to direct work efforts independently
Strong business acumen and ability to thrive in a diverse and fast paced global structure
Bachelor’s degree or equivalent
7+ years’ minimum experience in customer support, supervisory, or equivalent 

Job Responsibilities
This Global Support Manager role is a remote position within Global Support, primarily responsible for the overall leadership of the Global Support organization supporting the Americas region. Duties include providing assistance and guidance to 1st and 2nd tier support personnel and ensuring they have the resources and tools to provide world class support. Additional responsibilities also include staff scheduling, managing time off requests, staff development and training, performance measurement, and development / delivery of support solutions. The Manager is also responsible for management and participation in internal client interactions and communications.

In addition to basic leadership and people responsibilities, the manager works as part of the overall Global Support Leadership team on a variety of projects, programs, cross functional meetings/initiatives and other activities as assigned. The work environment is client focused and fast paced. A successful Manager operates efficiently in this climate, maintains composure, demonstrates leadership through maturity and communicates in an exemplary manner.
Team Focused Responsibilities
Ensure support team members are equipped with the tools and knowledge necessary to deliver world class support services
Work closely with Product Management in on-boarding new capabilities/products into support by ensuring the team is equipped with technical knowledge and skills to support the clients.
Motivate, develop, coach, and lead team members in adherence with established processes
Responsible for team operations, schedule management, and communication
Prepare, monitor, and report on defined performance metrics
Act as a technical liaison and subject matter expert for the team
Evaluate team and individual performance by analyzing data, reviewing cases, and monitoring customer interactions
Support improvement initiatives on standardization of process and adoption of global best practices
Involvement in interviewing, hiring, and onboarding to maintain a full complement of staff
Conduct staff and team member 1:1 meetings and reviews
Direct responsibility for employee development and ensuring employee satisfaction
Adapt to and lead, motivate, and coach others in the acceptance and support of change

Client Focused Responsibilities:
Respond to and resolve customer concerns (escalations, surveys, etc.)
Ensure adherence to client service level agreements and timely case resolution
Assist in the resolution of escalated situations initiated by Customer's clients and partners
Monitor outgoing communication to clients on behalf of the Customer
Facilitate and maintain positive relationships with Customer's teams, clients and partners