The CRT Partner Manager is responsible for the supervision of activities and resources needed to support the day-to-day CRT operations in Americas region (AMS).
Ensure 100% of accurate & timely complaints logging and right level of service provided to customers through monitoring of partners’ performance.
Monitor partner operations.
Manage partner performance according to defined Key Performance Indicator.
Drive performance improvement over time.
Optimize resources and costs through thorough planning and forecasting.
Understanding complaint drivers and promoting prevention.
Coaching Partner for continuous improvement and fair resolutions.
Control and approve costs of compensation suggested by the partner.
Maintain good knowledge of e2e support processes, ensure teams’ process adherence and consistent quality of complaint management, at right cost.
Execute data quality checks to ensure consistency and accuracy of reporting, suppliers’ invoices check.
Perform KPIs deep dive analysis, address gaps and deviations, plan actions and progress monitoring.
Collaborating with CS, Store, and Supply Chain to fix systemic issues.
Optimizing complaint handling models and aligning with CS WW.
Supporting CS transformation projects to reduce complaint volumes.
Driving innovation and mentoring others.
Acting as the internal 'voice of the customer.'

Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 4-7 years of job-related experience or 2-4 years of management experience, preferably in telephone support, microcomputer industry, or a related field
Extensive continuous improvement expertise (LSS knowledge is a plus)
Lean Sigma GB Certification
Customer facing experience
Operations management acumen
Experienced in driving a remote diverse team in many countries
Post-sales support experience
Printing & computing knowledge in both consumer & commercial segments
Legal consumer rights knowledge
Excellent English language, ability to demonstrate superior verbal and synthetic written communications.

Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
11 paid holidays
Additional flexible paid vacation and sick leave

Customer Relations Partner Manager

Key skills