Job Description
Job Title:
Specialist, Customer Management
Posting Start Date:
07/08/2026
Job Description:
Job Summary
The Specialist, Customer Experience – Service Excellence leads and governs the end-to-end B2B after-sales service excellence framework across all non-network customer touchpoints, ensuring a seamless and customer-centric experience throughout the customer lifecycle.
The role is responsible for service strategy, standards, performance governance, and continuous improvement, partnering with cross-functional teams to enhance customer journeys, service quality, SLA performance, and operational efficiency. The position also drives service transformation through process optimization, automation, data insights, and service recovery initiatives to deliver sustainable business and customer outcomes.
Job Responsibilities*
- Own and continuously improve the end-to-end B2B after-sales service experience.
- Define service standards and drive consistent service delivery across customer touchpoints.
- Enhance customer journeys by identifying pain points and leading improvement initiatives.
- Monitor service KPIs, SLAs, and customer satisfaction, driving actions to improve performance.
- Lead process optimization, automation, and digital transformation initiatives.
- Leverage customer feedback and operational insights to improve service quality.
- Manage major customer escalations, drive root cause analysis, and ensure effective service recovery.
- Collaborate with cross-functional teams to deliver operational excellence and customer-centric outcomes.
Qualifications
- Bachelor's degree in Business Administration, Engineering, Information Technology, Industrial Engineering, or related fields.
- 3–7 years of experience in Customer Experience, Service Management, Operations Excellence, Service Delivery, Process Improvement, or related functions.
- Experience in telecommunications, technology, digital services, or enterprise customer operations is preferred.
- Experience in cross-functional project management or continuous improvement initiatives is required.
- Knowledge of Lean or process improvement methodologies is desirable.
- Strong analytical and problem-solving skills with the ability to translate customer insights and service performance into cross-functional improvement initiatives and actions.