Customer Care Technology Relationship Manager

Life Unlimited.

At Smith+Nephew, we design and manufacture technology that takes the limits off living. Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill the role of Customer Care Technology Relationship Manager. We are seeking an individual who has significant Contact Centre operational experience and has managed and implemented technology change and adoption. The role will support all aspects of the dynamic operations of our expanding Customer Care Organization based in Pune and its' digitization strategy through deployment of new technology. The role will report to Customer Care but sits between Customer Care and IT, providing an effective bridge between the two organisations and ensuring the necessary relationship and understanding exist to successfully land new technology in Customer Care. This will include AI, new Contact Channels i.e. Web and Chat, Translation technology, Knowledge Management solutions and adoption of Salesforce and Amazon Connect platform technology. Possessing a deep understanding of Contact Centre operations and principles, the successful candidate will be responsible to blend new technology seamlessly into the operation to drive efficiency and reduce operational cost.

What will you be doing?

System Transitions & Technology Adoption. Working with all levels of Customer Care, Internal IT and Third Party Providers:

- support product vision and strategy for a multi-channel Contact Centre

- manage the deployment and successful adoption of complimentary new technology and new contact channels such as Web, Chat, AI, Omni-Channel

- resolve system-related issues during and after transitions, proactively working with the business and IT to minimize disruptions and ensure a smooth operational implementation for all teams.

Enhancement identification, lifecycle & support process

- Pro-actively identify operational inefficiencies and champion technology improvements to resolve them

- Manage the E2E lifecycle of enhancement requests and implement improvements to the Salesforce and Amazon Connect platforms, ensuring operational stability and increased efficiencies.

- Champion platform enhancements to both Salesforce and AWS to improve customer interactions and agent workflows on all platforms.

- Act as the central point of escalation for system-related issues affecting global Customer Care teams and provide interface to IT support teams, driving swift resolution to prevent service interruptions and improve overall system resilience.

Training and Knowledge Management

- Contribute to the development and governance of the Knowledge Management process, ensuring all Customer Care Agents have seamless access to accurate, up-to-date information.
- Design appropriate training programs for Salesforce, Amazon Connect, and AI-driven case management, equipping Customer Care Teams with the necessary skills to enhance efficiency, reduce ramp-up time for new hires, and drive faster issue resolution.

Problem Management & Governance Processes

- Manage and deliver the Problem Management process, pro-actively analyzing insights to identify areas for improving Customer Care efficiency, enhancing end user satisfaction and resolving system and process issues.

- Define and deliver robust local Governance Processes to prioritize enhancements and development efforts with the IT team and maintain an active Super User community

Performance Reporting & Customer Experience

- Manage Global operational performance reporting and initiatives, ensuring stakeholders up to VP Level are able to monitor system usage and agent productivity.

- Pro-actively identify improvements to reporting and drive continuous improvement initiatives.

- Introduce, monitor and enforce Service Level Agreements (SLAs) by identifying gaps in process execution, implementing continuous improvements to enhance customer response times and resolution quality, and ensuring compliance with global SLA targets across all regions.

What will you need to be successful?

• 10+ years working in a transformational capacity in a large and multi-channel Contact Centre
• Degree educated, preferably in Information Technology, Information Systems, or related field.
• Nice to have Certification/Licenses: ITIL certified preferred
• Operating Mode: Work from office: All 5 days in a week. (Shift – Flexible to work in US and UK shift)
• 5+ years' experience working with a leading Case Management platform e.g. ServiceNow or Salesforce
• Business Process definition, re-engineering, and improvement, KCS Knowledge process.
• Understanding of Service Improvement lifecycle
• Excellent communication skills, up to and including Senior Manager level.
• Stakeholder management, Strong organisational skills. Ability to interpret complex business environments, issues and requirements.
• Ability to distil those business needs into clear system requirements. Customer-centric attitude.

You. Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website

Other reasons why you will love it here

• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law's Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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We're more than just a company - we're a community Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into You Unlimited, life, culture, and benefits at S+N.

Explore our new website and learn more about our mission, our team, and the opportunities we offer.

#YS1

Stay connected by joining our Talent Community.

We're more than just a company - we're a community Follow us on LinkedIn to see how we support and empower our employees and patients every day.  

Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.

Explore our website and learn more about our mission, our team, and the opportunities we offer.