Remote Support for MS Operations Enablement

About the role

This role leads the design, implementation and governance of customer care and contractual service processes, and enables the introduction of service solutions across their lifecycle. It combines process engineering, operations enablement and project management to deliver seamless service, operational efficiency and readiness for new services. It works globally with Customer Care Centers, GBUs and other CS teams to standardize processes, automate them and support New Service Introductions (NSI) and remote service capabilities.

Key responsibilities

• Lead the design, documentation, standardization and continuous improvement of customer care and contractual service processes, ensuring consistency and audit compliance.
• Drive process reengineering, simplification and automation, including RPA opportunities and workflow improvements.
• Manage planning, execution and governance of New Service Introductions and service transition programs.
• Act as Subject Matter Expert for customer care processes and tools, supporting global initiatives and business transitions.
• Collaborate with stakeholders to design and deploy remote service capabilities and contractual service growth initiatives.
• Analyze business performance, identify root causes and turn insights into process improvements.
• Develop project plans, define requirements, create process maps and integrate tools into optimized workflows.
• Set up and monitor performance metrics, dashboards and reporting frameworks.
• Communicate process changes, lead training and mentor junior team members.

Required profile

• Four-year degree in Business Administration, Engineering, Computer Science or a related field, or equivalent experience.
• Typically 5-10 years of experience in customer support operations, business process engineering, project/program management or service delivery.
• Experience in process reengineering, customer care operations or contractual service management, and in cross-functional global projects.
• Preferred certifications: PMP, Lean Six Sigma or ITIL.

Required skills

• Process engineering and business process reengineering
• Project and program management
• Data analysis, dashboarding and KPI management
• Customer care operations and service delivery models
• Automation and RPA enablement
• Service transition and new service introduction (NSI)
• Stakeholder management and cross-functional collaboration