CX Operations Site Manager

Customer Support Group Shenzhen, China


Description

China OpCX Site Lead 

About Customer Care:

The Customer Care 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.


 

Job Summary:

The China OpCX Site Lead is responsible for ensuring operational excellence of Customer Care activities. This position requires a ‘can do attitude’ as well as a demonstrated ability to understand “cause and effect” and to drive continual improvement in a cross-functional team setting.  This role requires previous operational experience in the BPO industry, and must demonstrate an outstanding execution and follow-through to ensure we deliver amazing experiences to our customers.  


 

Job Responsibilities:

  • Be responsible for key performance metrics.  Identify successes and challenges.  Partner with BPO teams to ensure metrics are met and exceeded.

  • Manage 3rd party regional operations to ensure RMAs (replacements for consumers) and refunds are processed in a timely manner following and using all Logitech processes and policies as guidelines.  

  • Manage day to day operations including, but not limited to, proper staffing, working with Training and QA partners to ensure the team is supported, creating and analyzing reports and data.

  • Partner with Global teams to address escalations from social media, safety, product quality, and other complaints, and eCommerce needs.

  • Communicate with relevant teams regarding stock forecasts and levels.

  • Support Quarterly Business Review preparation and execution.

  • Working with the Head of CX to identify program strategies.



 

Knowledge and Skills:

  • Excellent communication skills (read, write, speak) in English. 

  • Strong demonstrated business acumen and tactical business judgment.

  • Excellent interpersonal skills. 

  • Proficiency in the Google Suite

  • Strong team player who operates with high levels of integrity, trust and respect for the individual.  Must take an authentic approach to collaboration leading to collective success across the broader end-to-end organization. 

  • Strong analytical skills with the ability to utilize data/analyses to influence change and drive business direction.

  • Outstanding listening and process diagnosing skill sets and an ability to create ethical and effective solutions in a team environment.   

  • Experience managing 3rd party service providers with demonstrated rigor to manage KPIs and the ability to identify and implement process improvements.

  • Proven project management capabilities with laser focus on delivering against commitments

  • Experience in building and auditing processes. 

  • Basic understanding of Supply Chain and Inventory Management

  • High energy & enthusiasm to establish new approaches to enhance customer experiences. 

  • Must thrive in a fast-paced environment.

  • Desire to have fun and laugh while getting the job done. 


 

Qualifications

  • BS/BA degree in technical field or equivalent work experience

  • Minimum of 2 years of management experience in a call center environment

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