Backlog Management Manager - Advanced English

Resumen del trabajo

•  Support and Manage

o Ensure the customer is represented on the factory floor, every day
o Manage a team of customer support professionals tasked with exceeding the order
management expectations of our agencies and customers
o Step-In, every day, to support the tactical needs of the team
o Act as a point of escalation for both internal and external issues
o Build valued relationships with our internal partners and support teams to drive our
transformational efforts and achieve ABL’s goal to “increase the industry service level”
o Ensure collaborative work is in place with Production, Distribution, Sourcing and Product
teams to deliver to customers´ expectations
o Continuously evolve the processes, structure, skills, and abilities of the backlog
management team ensuring that everyone presents a common, expectation exceeding,
experience to our customers
o Ensure those you lead are supported with training and resources to sustainably serve
our customers while growing their respective careers

• Mentor

o Guide team members on their career path, helping create plan that leads to positive
growth/upward mobility
o Make space for associates within the org to try and learn new things
o Utilize Acuity's systems and processes for team member performance feedback and
coaching on a regular basis

• Customers and Agents

o Lead & participate in customer / job site visits; Particularly large or strategic customers
to establish experience presence, firsthand experience to customer impact, and to
receive customer feedback for improvements on service and the overall customer
experience

• Company Initiatives

o Active owner of annual initiatives to increase the industry service level
o Active owner of annual initiatives to improve team productivity
o Active owner of annual initiatives to improve CX cultural norms

Technology you´ll leverage:
• PowerBI. Some of the information you’ll need is likely accessible in PowerBI. You’ll want to have
or be prepared to develop proficiency with the application.
• Agile. Our agents (more so than customers) rely heavily upon Agile, the processes it enables,
and the business rules it enforces. Prepare to develop breadth and depth in both the processes
and the technology.
• Common CRM. We have and will continue to add key customer support and engagement activity
in a common CRM. We will use the platform to define our standard work and build complete
customer stories such that anyone can speed up on a customer or agent account quickly.
• Other ABL applications and tools: Internal ABL users depend on other ABL applications as part of
their process and business operations to support internal/external customers (i.e., ORET, ACP
Portal, Item Explorer, Oracle, AE tool, Dimensions 360 etc.).
• MPS tool (Master Production Schedule). We will increasingly use this new platform to serve our
business.
 

What you should have:

 Bachelor’s degree or equivalent work experience or certifications
• Solid understanding of staff management
• Excellent problem-solving and critical thinking skills
• Superior management and interpersonal skills
• Ability to remain calm and focused on stressful situations.
• 3+ years’ customer and managerial experience across a variety of domains
• Assertive; ability to provide direction on systems and processes.
Travel: Expect to have a 10-25% travel commitment. May vary based on the individual and the nature of
projects