Business Operations - Closed Loop Corrective Action Team
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Consultant on our Closed Loop Corrective Action team.
Dell customers expect great things from both our products and our services. The Closed Loop Corrective Action (CLCA) team is all about finding and improving systemic issues affecting our customers. Your role will be to improve and create seamless service delivery processes across CSG and ISG. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to internal and external stakeholders around every activity – from the tactical to the strategic.
Work directly with business across ISG and CSG teams to find systemic issues causing customer disruption and bring to resolution quickly and with no impact to customer experience
Work collaboratively with multiple teams across ISG and CSG
Define, own and share operational metrics for Customer Success
Manage Run the Business content, data and visualization for Customer Success
Provide clean and useful visualization of metrics related to business success
Provide KPIs for Customer Success team to ensure fast and seamless resolution to issues related to customer experience, including IMS, Consulting and Sales relationships
Work with stakeholders to support results through communication and collaboration
Identify areas of risk/opportunities and influences and implements continuous improvements
Maintains awareness of trends, business conditions and internal process and practices impacting project/program(s) Provides over-arching results, recommendations, and documentation.
Develops recommendations and implements solutions to project/program challenges.
10+ years experience in Operational and/or Program Management function
Proven experience working across businesses and geos to ensure success of large and small projects
Strong presentation skills, both verbally and creating presentations
Proactive work ethic and communication style
Experience in one or more of the following business units: Client/Server space, High End Storage / Data Protection, Consulting, Deployment Services, Support, Logistics
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you share our passion for data and you’re keen to play a key role in driving progress, this is your opportunity to develop with Dell.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.
Job Family: Business-Support Job ID: R058525