RCO Manager II Escalations, R&C Escalations
3 weeks ago
We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by joining Registration and Compliance (R&C) Escalations Team.
In this role you will be part of the R&C Shared Services (SS) organization, and will be our leading our escalations team.
Escalation leader sets the vision, direction, and culture of their team by driving process improvement, motivating a team of exceptionally driven, customer-obsessed escalations specialists & managers, while maintaining singular focus on ensuring and improving a world-class customer experience.
Person in the role will own critical KPIs and escalation mechanisms (inputs, tools, adoption, inspection, outputs and performance) that lead to data-driven insights to optimize customer experiences and reducing escalations
Key job responsibilities
•Successful leadership and development of a team of escalation specialists based in Europe, India and SJO
•Support the team in conducting highly sensitive escalation investigations, ensuring high quality standards for findings, root cause analysis, and corrective and preventative recommendations
•Lead and support narrative write ups requested by executives and stakeholders
•Contribute to establish goals for the escalations program
•Track progress, and manage through obstacles to achieve service levels, quality holding his/her team/s accountable to meet and exceed performance targets.
•Deliver high-quality escalation reports that are effectively written with practical, actionable, and value-added recommendations
•Drafting and presenting deep-dive documents and reports on policy and process gaps to senior executives
•Analyze escalation trends and provide strategic recommendations to the business to proactively address defects
•Establish feedback loop mechanisms and drive for improvement by leading global initiatives with product, tech, operations & other partners teams aimed at preventing escalations and improving customer experience
•Leading performance and business reviews for the escalations program
A day in the life
The role of this position is to provide leadership and guidance to the teams under supervision, manage escalation specialists to achieve the program goals, while working closely with operations, product, quality transformation, customer excellence teams to drive metrics and projects focused on escalations reduction and seller experience improvement
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
BASIC QUALIFICATIONS
•Bachelor’s degree or equivalent
•3+ years of experience with Incident/Event Management for critical services
•2+ years of people management experience
•Extensive relevant industry experience across operations, risk, fraud investigations and/or compliance, etc.
•Project/Program management experience managing small to mid-size project and program from inception to delivery
•Excellent English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business
PREFERRED QUALIFICATIONS
•Six Sigma, Lean, green belt certified or equivalent working experience.
•Advanced qualifications such as MBA would be advantageous
•Knowledge of ITIL/Lean Processes
•Understanding of Registration and compliance workflows
-
RCO Manager II Escalations, R&C Escalations
2 months ago
bangalore, India ADCI - Karnataka Full timeAt Amazon we believe that every day is still day one.We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by...
-
RCO Escalations Process Mgr, R&C Escalations
3 weeks ago
bangalore, India ADCI - Karnataka Full timeAt Amazon we believe that every day is still day one.We are working to be the most customer-centric company on earth. To get there, we need talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by joining Amazon’s...
-
RCO Escalations Process Mgr, R&C Escalations
2 months ago
bangalore, India ADCI - Karnataka Full timeAt Amazon we believe that every day is still day one.We are working to be the most customer-centric company on earth. To get there, we need talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by joining Amazon’s...
-
Escalations Program Manager
1 month ago
bangalore, India ADCI - Karnataka Full timeAt Amazon we believe that every day is still day one.We are working to be the most customer-centric company on earth. To get there, we need talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a dynamic, innovative environment, this is your chance to make history by joining Registration...
-
Escalations Program Manager
3 weeks ago
bangalore, India ADCI - Karnataka Full timeAt Amazon we believe that every day is still day one.We are working to be the most customer-centric company on earth. To get there, we need talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a dynamic, innovative environment, this is your chance to make history by joining Registration...
-
Escalations Specialist, Trust
2 months ago
bangalore, India ADCI - Karnataka Full timePrime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Content Compliance and Quality is an essential component of Prime Video Trust & Safety charter. We are seeking an innovative and analytical Program...
-
bangalore, India ADCI - Karnataka Full timeAre you passionate about improving the quality of our compliance and seller experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazon’s Selling Partner experience?Risk & Compliance (R&C) Global Advisor Program (GAP) in...
-
bangalore, India ADCI - Karnataka Full timeAre you passionate about improving the quality of our compliance and seller experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazon’s Selling Partner experience?Risk & Compliance (R&C) Global Advisor Program (GAP) in...
-
Escalation Analyst
4 weeks ago
Bengaluru/ Bangalore, India timesjobs Full timeEscalation Analyst Customer ServiceLocation: Bangalore, India; Trivandrum, IndiaDescription:Its an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazines Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take...
-
Escalation Engineer
4 weeks ago
bangalore, India NetApp Full timeTitle: Escalation Engineer Location: Bangalore, Karnataka, IN, 560071 Requisition ID: 126158 About NetApp We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with...
-
Escalation Engineer
1 month ago
bangalore, India Fortinet Full timeJoin Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Escalation Engineer to contribute to the success of our...
-
Escalations Manager, Trust
2 weeks ago
bangalore, India ADCI - Karnataka Full timePrime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Content Compliance and Quality is an essential component of Prime Video Trust & Safety charter. Are you excited about launching content on Prime Video and...
-
Associate Escalations representative
4 hours ago
bangalore, India WELLS FARGO BANK Full timeAbout this role: Wells Fargo is seeking a Associate Escalations representativeIn this role, you will: Support internal and external customers in responding to customer inquiries and complaints regarding financial products and services Perform routine course of action, conduct investigative steps to fully identify the issues, research product information,...
-
Safety & Escalation helpdesk- Bangalore
3 weeks ago
bangalore, India 2coms Full timeHere we are looking for someone who is excellent at communication and has a knowledge of handling the grievances of the customers. Person should be pro active and confident enough to solve the escalation coming from the client. He is responsible for handling customer complaints and resolving issues that can’t be handled at the frontline level.Roles &...
-
Safety & Escalation helpdesk- Bangalore
1 month ago
bangalore, India 2coms Full timeHere we are looking for someone who is excellent at communication and has a knowledge of handling the grievances of the customers. Person should be pro active and confident enough to solve the escalation coming from the client. He is responsible for handling customer complaints and resolving issues that can’t be handled at the frontline level.Roles &...
-
Staff Escalation Engineer
12 hours ago
Bangalore, India Nutanix Full timeHungry, Humble, Honest, with Heart. The Opportunity: We ensure the success of our ground-breaking technology through cluster health monitoring, quick response time, and unparalleled customer intimacy. We are top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our...
-
Senior Escalation Engineer
2 days ago
bangalore, India Cloud Software Group Full timeYour Superhero Uniform Includes: Bachelor's Degree in Computer Science or equivalent experience preferred. 7+ years in a support role within the service industry. 2+ years of experience supporting ShareFile features and components. Strong understanding of the TCP/IP protocol stack and secure Web application delivery. Strong knowledge of...
-
Cloud Escalation Engineer
4 weeks ago
bangalore, India MPC Moving Picture Company Full timeCompany Description Our Mission At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way...
-
Senior Manager
4 weeks ago
bangalore, India Larsen & Toubro Full timeMANAGER FACILITIES GOALS Ensure smooth working through organizing, directing, managing and evaluating operations in areas of facility and management support services. Also, responsible for client relationship, Smooth integration between engineering and soft services, Parking management / Security, Pest control and landscaping, MIS generation, Critical...
-
bangalore, India ADCI - Karnataka Full timeAmazon has built a reputation for excellence with recent examples of being named the #1 most trusted company for customers. To deliver on this reputation for trust the Selling Partner Incident Management team is tasked with identifying and preventing abuse for our customers and brand owners worldwide. Our growth requires leaders who move fast, have an...