Overview

International Insight Program Manager – Issaquah, WAAs a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the CompuCom Team!We are seeking a candidate who is: * Able to synthesize external and internal data along with team and agent feedback, to develop coherent roadmaps and test plans for improving our Customer Service experiences * Data-driven – A rock star analyst that can turn raw, ugly data extracts into oh-so-beautiful insights * Is collaborative – Share learnings and respectfully challenge others on our team to improve our performance and make the rest of the organization more successful * Is articulate – Can clearly and concisely communicate test learnings and strategy rationale to the teamResponsibilities * Coordinate the development and deployment of the agent / customer experience, and monitor and analyze success metrics throughout the globe. * Provide project vision and leadership, set overall strategy and goals, and make timely trade-off business decisions with the guidance of the Supportability Planner. * Identify and better understand obstacles agents encounter while trying to provide support to customers on the Online Store space. * The improvements you identify and drive will span across Global Regions, tools, content, training, and agent workflows. * Track and report results to key stakeholders.Qualifications * Ideal candidate will have a solid mix of call center / operational experience as well as experience with and affinity for Customer Insights analysis * Technical experience not required as the sales and retention business is not highly technical, but technical aptitude a plus * 2 + years of International Data Analysis experience required * 3 + years of direct customer contact program experience such as sales and retention, product support, customer service or partner programs * 2+ years working in an Online Retail environment * Must have strong customer service skills, accurate and logical problem solving skills, communication skills, and the ability to work in a team environment * Ability to analyze trends and issues and create actionable plans to address * Ability to manage multiple correspondences / tasks / activities effectively * Ability to make good decisions confidently and sometimes quickly * Passionate about customers * Process analysis and improvement experience required * Bachelor’s degree preferred * Technical aptitude a plus * Execute, recommend, and drive initiatives in a consistently timely manner * Identify and analyze current customer trends while anticipating future needs as well as providing related communications to the appropriate teams * Keep Supportability Planner well informed of status of initiatives and serves as liaison between Service Delivery, Store Business group and other Supportability Planners * Flexibility to work off hours to support international time zones at times a must **CompuCom supports Employment Equity and Diversity**Dallas-based CompuCom Systems, Inc. is a leading provider of end-user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America. For more information, visit www.compucom.com