Customer Success Operations Manager

2 days ago

San Fernando, Central Luzon, Philippines UPS Full time $80,000 - $140,000 per year

ก่อนที่คุณจะสมัครงาน เลือกภาษาที่คุณต้องการจากตัวเลือกที่มีให้บนมุมด้านขวาของหน้านี้
มองหาโอกาสใหม่ ๆ ในองค์กรที่ติดอันดับ Fortune Global 500 ที่คุณสามารถจินตนาการถึงนวัตกรรมที่เป็นไปได้ พร้อมกับการมีประสบการณ์ในวัฒนธรรมองค์กรที่ส่งเสริมการให้รางวัล และทำงานร่วมกับทีมที่มีความสามารถที่จะช่วยให้คุณได้พัฒนาในทุก ๆ วัน เรารู้ว่าการนำ UPS ไปสู่อนาคต ต้องมีกลุ่มคนที่มีทักษะและความหลงใหลที่แตกต่างแต่ผสมผสานกันอย่างลงตัว หากคุณมีคุณสมบัติและแรงขับในการเป็นผู้นำของตัวเองและ/หรือของทีม เรามีบทบาทที่พร้อมจะพัฒนาทักษะของคุณและพาคุณก้าวไปในระดับที่สูงขึ้น

รายละเอียดของงาน:
This role supports the US Sales organization through a strategic, proactive, and cross-functional approach to customer onboarding and retention. Leading the Success Enablement Team, the Manager plays a critical role in driving faster customer acquisition, enhancing onboarding experiences, and supporting long-term retention efforts.

This position is responsible for monitoring and executing the day-to-day operations of the Customer Success teams. This position analyzes production, quality, and cost information to identify challenges and provide recommendations for improvement. This position manages others within the department. This position coaches staff on quality to ensure internal and external customer interactions are complete, accurate and professional. He/She develops action plans and works side-by-side with most help needed employees to provide instruction and assistance. This position acts as a point of escalation for other areas within UPS in order to drive improved customer satisfaction and perception. He/She manages operations Supervisors and their teams to ensure proper execution of all the respective tasks within the Customer Success team. This position makes recommended operational changes (i.e., equipment and staffing) as needed to ensure the work are handled efficiently and service commitments are met.

Key Responsibilities

  • Works closely with US based Customer Success Team, including Implementation Supervisors/Specialists and Success Enablement Supervisors to support new business wins and reduce churn
  • Works on technology solution setups (e.g.,CampusShip, WorldShip, Quantum View Manage, My Choice for Business, Billing Center, etc.)
  • Completes tasks within given SLAs accurately and efficiently
  • Documents activities in various UPS systems
  • Communicates task progress to appropriate parties for status visibility

Qualifications

  • Proven experience working in environments with a strong emphasis on efficiency, organization, and task management (UPS experience preferred)
  • Fluent in English with excellent verbal and written communication skills
  • Knowledge of shipping and logistics solutions, and a solution-oriented mindset
  • Highly organized, detail-oriented, and able to manage multiple tasks in a project-driven environment
  • Quick learner with strong follow-through and problem-solving skills
  • Strong collaboration skills and ability to work effectively with internal partners across functions
  • Experience using customer success platforms (e.g., Salesforce) and making data-driven decisions
  • Bachelor's degree preferred; relevant experience may substitute
  • Experience supervising others - Preferred
  • Experience using Microsoft Office Suite or similar software - Preferred

ประเภทพนักงาน:
ถาวร

UPS มุ่งมั่นที่จะทำให้ที่ทำงานเป็นที่ที่ปราศจากการเลือกปฏิบัติ การล่วงละเมิด และการตอบโต้

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