Job Description

SMG Global Customer Success (GCS) prides itself as Intel Quality Award (IQA) 2022 winner organization. GCS provides worldwide end-to-end support services from product technical and warranty, design-in and technical enablement through to post product launch. A diverse global organization with employees and outsourced suppliers supporting customers and partners across 165 countries and 15 languages.
Director of Global Contact Center and Programs (GCCP) is a key leadership role within GCS. GCCP is a global team that drives our customer support scale engine that (1) delivers leading customer support services that ensure Intel's customers and partners are successful, (2) is flexible and competitive to a rapid changing market, and (3) provides greater value at a competitive cost.
GCCP director will lead a global multi-site team that is organized into 3 key functional operations: Global Contact Center, Global Standard and Customer Care Program.

Key Responsibilities includes:
1. Global Contact Center

• Ensure our outsourced contact center operations (in 6 global locations) deliver frontline customer services that meet our service level, quality, and cost goals.

• Onboarding of new engagements and tools in contact centers to ensure timely customer support capabilities are in place.

• Capacity planning to achieve optimum contact center resourcing to balance performance and development in alignment with fluctuating service demand.

• Interface and collaborate with regional sales teams to promote and deploy customer support services to achieve business goals.

2. Global Standards

• Management of supplier contracts, statement of work (SOW), policies, engagements, and strategic development to derive maximum value of outsourced operations.

• Development and deployment of Business Process Management (BPM) to continuously drive workflow effectiveness and efficiency.

• Inspiring our contact centers to deliver the best-in-class customer service quality while maintaining effective quality management.

3. Customer Care Programs

• Social Care: Monitoring and responding to customer interactions over Intel-managed and off-domain social media.

• Partner Care: Support and promote an exceptional ecosystem partner experience through Intel Partner Alliance program.

• Corporate Care: Support external facing Intel Corporate service (e.g., Jobs, Access and Entitlements of secured content etc.)

• Retail Care: Support for retail sales and provider programs including product review monitoring and customer engagement on retail partner sites.

Success in the role requires the following:

• Leadership and management: Setting strategic vision for world class customer service experience and rallying stakeholders across the company for flawless execution. Being a Change Agent, unafraid to challenge status quo, to deliver enhanced value to our customers and ecosystem partners.

• Planning and Disciplined Execution: Navigating global operational complexities to deliver challenging results. Competent in strategic planning with disciplined execution. Leverage deep subject matter expertise to plan, prioritize, resource, and deliver organizational results.

• Supplier Business Partnering: Build strong relationships with outsourced supplier leadership to align priorities, synchronize improvement plans, lead and engage the right experts to drive business results.

• Proactive Problem Solving: Anticipate and understand customer needs and innovate to address them, balancing business goals and priorities.

• Excellent Relationship and Communication skills: Effective in leading, collaborating and communicating across all levels of the organization - cross functional senior Intel's stakeholders, employees and suppliers across our diverse global cultural work environment.

• Extensive international travel.

Qualifications

Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications:

• Minimum 10+ years of leadership experience in customer service, technical sales / support or related field

• Bachelor's degree or equivalent related qualification (Master's preferred)

Preferred Qualifications:

• Experience managing global teams and stakeholders

• Experience with contact center management and outsourcing

Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.

Inside this Business Group

Intel's Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions. SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business. We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples. The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe. Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.

Other Locations

US,OR,Hillsboro;US,AZ,Phoenix

Covid Statement

Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here: https://www.intel.com/content/www/us/en/jobs/benefits.html

Annual Salary Range for jobs which could be performed in US, California: $150,810.00-$241,090.00

• Salary range dependent on a number of factors including location and experience

Working Model

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.

Position of Trust
This role is a Position of Trust. Should you accept this position, you must consent to and pass an extended Background Investigation, which includes (subject to country law), extended education, SEC sanctions, and additional criminal and civil checks. For internals, this investigation may or may not be completed prior to starting the position. For additional questions, please contact your Recruiter.

JobType

Hybrid