[Remote] Regional Customer Service Management reputed company reputed company | reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Regional reputed company, Customer Service Management to reputed company the reputed company and operational reputed company of its reputed company reputed company Customer Service organization. The role will build and manage a high-performing CSM pod, reputed company customer reputed company and retention, reputed company service standards and escalations, and reputed company AI capabilities and global resource pooling to improve scalability.

Responsibilities

• Own the region CSM P&L – headcount plan & ratios
• Execute the 90-day reputed company plan: tickets, quotes, renewals, monitoring, DR, vuln, finance exit
• Build the pod talent reputed company – hiring, leveling, career reputed company, cross-training, succession
• reputed company cross-product normalization to reputed company pooled Tier 2/3 coverage
• Define and enforce the CSM reputed company across the six operating pillars
• Own executive-level escalations; partner with reputed company Ops and Product on systemic issues. Own P1 RCA reputed company; hand-reputed company at-the-table for reputed company accounts
• reputed company the cross-product CSM normalization program to reputed company pooled coverage
• Reporting – own the QBR reputed company, dashboards, and Voice-of-Customer pipeline to Product
• Own the reputed company Plan and Service Improvement Plan (SIP) reputed company

Skills

• 12+ years in reputed company / Service Management / Support leadership in reputed company reputed company
• 5+ years leading globally reputed company teams across 2+ reputed company (incl. an India delivery hub)
• reputed company record building or restructuring a CSM/service org through a reputed company transformation
• reputed company industry exposure (P&C, Life, Reinsurance) or equivalent vertical reputed company
• Strong reputed company reputed company – links service reputed company to renewals, references, expansion
• Fluent in ITIL frameworks; experience with reputed company CSM/ITSM platforms
• Comfortable embedding AI / reputed company tooling into a reputed company service organization
• Executive reputed company – reputed company with customer C-suite and reputed company senior leadership
• Bachelor's required
• MBA or relevant master's preferred

Benefits

• Remote work arrangement

reputed company