Responsibilities:
- Collaborate with stakeholders in Managed Services to identify challenges and coordinate process improvement initiatives that enhance speed, quality, and overall customer and employee experience.
- Coordinate and monitor project activities, ensuring alignment, transparency, and timely delivery, manage timelines and proactively communicate risks and issues to stakeholders.
- Create, maintain, and standardize business-critical documentation using approved content standards, style guides, and templates to ensure consistency and quality across knowledge assets.
- Translate complex problems into actionable insights, delivering clear updates and data-driven recommendations to senior stakeholders for informed decision-making.
- Implement best practices and foster a culture of continuous improvement, leveraging data-driven approaches to optimize processes within Managed Services.
- Develop and track key performance indicators (KPIs) to measure service delivery effectiveness and support data-driven decisions that improve quality and efficiency.
- Manage multiple priorities and projects effectively, ensuring timely delivery of high-quality documentation and knowledge resources.
- Support ad-hoc initiatives and product launches, collaborating with product owners to assess impacts on Client Care and drive related process and documentation updates.
- Communicate process and documentation changes across Client Care teams to ensure alignment and adoption.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.