CX PDIM Specialist
The CX team at Logitech supports the evolving engagement model with customers as we transform to a multi-category, multi-brand company. We put customers first. With the customer’s experience in mind, we strive to exceed expectations and accelerate continuous improvement leveraging a LEAN approach. We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers’ needs and expectations.
The CX Product Deployment and Issue Management (PDIM) Specialist is responsible for participating in NPI’s fast tracked launches, and software releases and sustaining activities, such as escalation management and QA feedback loop.
Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech. In this role you will:
Actively participate in NPI’s (New Product Introduction), fast tracked launches, and software releases and sustaining activities, such as:
Facilitate, communicate and monitor project progress to ensure deployment is completed on time
Test product and software, provide feedback and identify issue
Partner and develop training content to a diverse audience
Assist or lead training delivery
Create, develop, and publish launch and sustaining FAQs based on launch requirements, insight reports and rapid issue identification
Support website publishing (products, software and FAQs)
Provide insight reports on product performance to ensure fast identification and resolution of issues
Ensure backend connections for product-specific data is accurate
Collaborate with Manufacturing Quality Assurance, Product Quality Assurance , PQA and Business Groups to determine trending issues and how to address these.
Determine improvements related to product and operational issues through analytics.
Handle escalations of Product/software requests & issues and compliance requests
Prepare business review and drive execution
Escalate system level issues to the appropriate systems/IT support/vendor team
Communicate and document key program requirements and status to clients, internal team members and other key stakeholders
Partner with internal and external teams, stakeholders and senior executives
Assist and participate actively in ad-hoc projects
For consideration, you must bring the following minimum skills and behaviors to our team:
Good understanding of New Product Introduction
Good understanding and experience in training content development & delivery
Technically savvy, and ability to quickly learn new technology
Strong demonstrated business acumen and tactical business judgment.
Strong team player who operates with high levels of integrity, trust and respect for the individuals. Must take an authentic approach to collaboration leading to collective success across the broader end-to-end organization
Experience in building and auditing processes
Excellent communication & presentation skills (written & oral) at all levels of the organization.
Excellent interpersonal skills. Responsive to customer and business requests.
Must thrive in a fast-paced environment
Fluent in English (written and spoken), any other language is a plus
In addition, preferable skills and behaviors include:
Call center operations experience & knowledge
Project Management certification
Creative approach to enhance customer experiences
High energy & enthusiasm with the desire to have fun and laugh while getting the job done.
BS/BA degree in technical field or equivalent work experience
Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach, for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.
“All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”
If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 510-713- 4866 for assistance.