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Senior Manager, Account Service
Job Description
Key Deliverables
- Lead and develop a high-performing team managing service incidents and escalations
- Ensure consistent and timely issue resolution across all MSSC shift teams
- Define and enforce best practice processes for client service delivery
- Monitor performance and ticket quality through reporting tools and dashboards
Role Responsibilities
- Act as escalation point for client issues and ensure resolution ownership
- Coach technical staff and promote skill development
- Oversee daily operational metrics, including ticket and call quality
- Communicate critical issues and performance updates to leadership
More Info
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About Company
C1
Skills:
Amazon Connect, Agile Project Management, Genesys, five9, CCaaS, Customer Service AI, Conversational AI, Nice
Skills:
Servicenow, Application Production Support, It Operations, Major Incident Management, Itil, Automation, Operational Excellence, SRE, Monitoring and APM platforms
Skills:
Information Security, Payer domain expertise, Healthcare management consulting, Project management, Analytical rigor, Commercial delivery implementation
Skills:
Quality, Hmc, Cnc Programming, Cnc Turning, Process Engineering, Team Leadership, Vmc, gd&t, Tooling, Fixtures, OEE Management, CNC Machine Shop Management, Lean Manufacturing
Skills:
Microsoft Excel, ServiceNow-based service management solutions, aris, Business Analysis, ServiceNow Knowledge Management, Epiplex, Project management, Powerpoint, Reporting analytics, Knowledge lifecycle management, Knowledge repository management, Performance Measurement