Manager IBM Technology Zone Customer Care

Introduction
Ready to re-imagine the product role?  At IBM, as an Offering Manager, you are responsible for the full lifecycle of an offering: from validating need to determining the business model and defining the solution requirements. Going beyond the traditional focus of timetables and budgets, you use your keen insights into what customers want in their own business plan - and work across disciplines to build the best to a problem. If being the CEO of your offering excites you, consider an offering career at IBM.

Your Role and Responsibilities
IBM Technology Zone is the single destination for our technical go-to-market teams, business partner ecosystem, and customers to easily learn, build, customize, and share live environments with IBM technology that solve real customer problems and showcase the value of IBM. As the Manager of the IBM Technology Zone Customer Care team, it is your job to create a world class customer care team to support this mission, which includes the following responsibilities, but is not limited to:

• In collaboration with watsonx engineers, drive the development and implementation of an AI bot to replace existing systems and streamline support workflow,
• Immediate replacement of existing support processes to focus on quality responses, user satisfaction & loyalty,
• Immediate implementation of a knowledge base to promote self-service and decrease call volumes,
• Redefine Service Level Agreements (SLAs) to better align to time needed for ticket resolution,
• Establish achievable customer satisfaction goals,
• Provide call metrics & analysis for the monthly Executive operations review,
• Work with the Manager of the SRE team to align on support escalation processes and SLAs,
• Hire, train, and manage a global team of support agents, and provide appropriate shift work based on call analytics,
• Monitor support agents and evaluate responses to ensure they deliver prompt, high quality service to our technical stakeholders.

Required Technical and Professional Expertise
• 10+ years of experience in IT support, and 5+ years management experience,
• Proven ability to set direction for a team, implement change and make critical decisions,
• Possess strong leadership, problem solving and relationship management skills,
• Proven ability to train and mentor support agents,
• Ability to work in a fast-paced environment.

Preferred Technical and Professional Expertise
• Experience supporting a technical sales organization preferred over client support,
• Understanding of IBM technology an asset,
• Experience in a related industry preferred.