New Product Launch Specialist
2 weeks ago
We are seeking a highly skilled New Product Launch Specialist to join our team at Airtel. This role is responsible for ensuring the successful launch of new products, focusing on operation setup, day-to-day governance, and customer satisfaction.
Key Responsibilities- Launch Readiness: Collaborate with cross-functional teams to ensure a smooth product launch, including operation setup and people readiness.
- Governance: Co-own the escalation handling process, conducting high-level escalations, and driving RCA (Root Cause Analysis) to correct processes and governance.
- Provide insights for new programs/projects, identifying areas for improvement.
- Case Handling: Drive the fulfillment of case-handling KPIs on a customer level with the highest quality, prioritizing cases based on customer requirements.
- Proactively support the customer support community in operations management, focusing on customer SLA (Service Level Agreement) fulfillment.
- Effectively drive customer escalations and own EBCSS (Event-Based Customer Satisfaction Survey) analysis at the customer level.
- Communicate corrective actions and support execution to improve customer satisfaction.
This role offers a unique opportunity to work with a leading telecommunications company, Airtel, where you will be part of a dynamic team focused on delivering exceptional customer experiences. As a New Product Launch Specialist, you will have the chance to develop your skills in product launch management, governance, and customer-centricity.
RequirementsTo succeed in this role, you will need to possess excellent communication and project management skills, with the ability to work effectively in a fast-paced environment. A strong understanding of product launch processes, customer service principles, and data-driven decision-making is essential. We offer a competitive salary range of $80,000 - $110,000 per annum, commensurate with experience, as well as opportunities for professional growth and development.
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