Support Expert Customer Experience Lab jobs at Mcafee in United States, Frisco
Mcafee Senior Manager Customer Experience Lab Sr United States, Texas, Frisco
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About the role:
Leadership & Strategy: Lead the newly created Customer Experience Lab team to identify gaps in the customer or expert experience and execute process and system optimization initiatives
Foster collaborative environment across departments to ensure alignment and buy-in for process, system, and performance improvements
Serve as key point of contact for stakeholders regarding performance enhancement efforts
Accountable for identifying and facilitating continuous refinement of customer and expert experience
Conduct experiments to determine how might process and systems be improved
Oversee pilot testing of new processes and system designs and ensure they meet performance goals
Communicate process changes and performance improvement initiatives effectively to stakeholders at all levels, ensuring understanding, engagement, and support
Partner to develop communication strategies that promote transparency and alignment
Utilize performance data to identify areas for improvement, measure success, and guide decision-making processes
Ensure improvement initiatives are grounded in data-driven insights
Mentor and develop the Customer Experience Lab team, fostering a culture of excellence, continuous improvement, and customer-centricity
Provide guidance and support to team members to achieve their professional growth and performance goals
About you:
8+ years of experience in process and performance improvement with solid history of leading cross-functional teams in a customer experience environment. Proven track record of driving both process optimization and performance enhancement initiatives required
5+ years’ experience in technical support type role
Strong leadership and team management skills, with ability to inspire and guide diverse team of professionals
Experience mentoring and developing high-performing teams
Exceptional analytical skills with ability to leverage and interpret data to drive decisions and measure impact of improvement initiatives. Strategic thinker focused on achieving organizational goals through process optimization
Established expertise in written communications for both customer and cross-functional audiences
Excellent communication and presentation skills with ability to effectively convey complex process changes and performance improvement strategies to a variety of stakeholders
Familiarity with Lean Six Sigma methodologies and their application in process improvement. Certification at a Green Belt level or higher is highly desirable
Thrive in fast-paced, dynamic environment with changing priorities
Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
These jobs might be a good fit
Mcafee Service Desk Support United States, Texas, Frisco
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About the role:
Engage with customers to guide them through resolution and keep them updated on progress of issue resolution
Communicate process, system, and performance improvement recommendations effectively to stakeholders at all levels, ensuring understanding, engagement, and support
Troubleshoot complex issues, identify root cause, and conduct experiments to find potential solutions and improve processes
Identify failure points in the customer and agent experiences and participate in continuousrefinement
Conduct pilot testing of new processes and system designs, identifying experience barriers and potential solutions
Collaborate with other departments to ensure alignment and buy-in for process, system, and performance improvementrecommendations
Serve as subject matter expert for stakeholders and Vendor Manager Organization
Utilize data to identify areas for improvement, measure success, and guide decision-making
Quantify impact of recommended changes
About you:
1+ years of experience in process and performance improvement
3+ years’ experience in technology related technical support type role
Excellent technical troubleshooting skills
Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact
Independent thinker with focus on achieving organizational goals through process optimization
Strong written and verbal communication skills for both customer and cross-functional audiences
Effective presentation skills
Thrive in fast-paced, dynamic environment with changing priorities. Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
Enjoy working in a collaborative and supportive work environment
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
These jobs might be a good fit
Mcafee Support Technician Customer Experience Lab United States, Texas, Frisco
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About the role:
Engage with customers to guide them through resolution and keep them updated on progress of issue resolution
Communicate process, system, and performance improvement recommendations effectively to stakeholders at all levels, ensuring understanding, engagement, and support
Troubleshoot complex issues, identify root cause, and conduct experiments to find potential solutions and improve processes
Identify failure points in the customer and agent experiences and participate in continuousrefinement
Conduct pilot testing of new processes and system designs, identifying experience barriers and potential solutions
Collaborate with other departments to ensure alignment and buy-in for process, system, and performance improvementrecommendations
Serve as subject matter expert for stakeholders and Vendor Manager Organization
Utilize data to identify areas for improvement, measure success, and guide decision-making
Quantify impact of recommended changes
About you:
1+ years of experience in process and performance improvement
3+ years’ experience in technology related technical support type role
Excellent technical troubleshooting skills
Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact
Independent thinker with focus on achieving organizational goals through process optimization
Strong written and verbal communication skills for both customer and cross-functional audiences
Effective presentation skills
Thrive in fast-paced, dynamic environment with changing priorities. Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
Enjoy working in a collaborative and supportive work environment
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
These jobs might be a good fit
Mcafee Support Expert Customer Experience Lab United States, Texas, Frisco
Share
About the role:
Engage with customers to guide them through resolution and keep them updated on progress of issue resolution
Communicate process, system, and performance improvement recommendations effectively to stakeholders at all levels, ensuring understanding, engagement, and support
Troubleshoot complex issues, identify root cause, and conduct experiments to find potential solutions and improve processes
Identify failure points in the customer and agent experiences and participate in continuous refinement
Conduct pilot testing of new processes and system designs, identifying experience barriers and potential solutions
Collaborate with other departments to ensure alignment and buy-in for process, system, and performance improvement recommendations
Serve as subject matter expert for stakeholders and Vendor Manager Organization
Utilize data to identify areas for improvement, measure success, and guide decision-making
Quantify impact of recommended changes
About you:
1+ years of experience in process and performance improvement
3+ years’ experience in technology related technical support type role
Excellent technical troubleshooting skills
Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact
Independent thinker with focus on achieving organizational goals through process optimization
Strong written and verbal communication skills for both customer and cross-functional audiences
Effective presentation skills
Thrive in fast-paced, dynamic environment with changing priorities. Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
Enjoy working in a collaborative and supportive work environment
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
These jobs might be a good fit
Share
About the role:
Leadership & Strategy: Lead the newly created Customer Experience Lab team to identify gaps in the customer or expert experience and execute process and system optimization initiatives
Foster collaborative environment across departments to ensure alignment and buy-in for process, system, and performance improvements
Serve as key point of contact for stakeholders regarding performance enhancement efforts
Accountable for identifying and facilitating continuous refinement of customer and expert experience
Conduct experiments to determine how might process and systems be improved
Oversee pilot testing of new processes and system designs and ensure they meet performance goals
Communicate process changes and performance improvement initiatives effectively to stakeholders at all levels, ensuring understanding, engagement, and support
Partner to develop communication strategies that promote transparency and alignment
Utilize performance data to identify areas for improvement, measure success, and guide decision-making processes
Ensure improvement initiatives are grounded in data-driven insights
Mentor and develop the Customer Experience Lab team, fostering a culture of excellence, continuous improvement, and customer-centricity
Provide guidance and support to team members to achieve their professional growth and performance goals
About you:
8+ years of experience in process and performance improvement with solid history of leading cross-functional teams in a customer experience environment. Proven track record of driving both process optimization and performance enhancement initiatives required
5+ years’ experience in technical support type role
Strong leadership and team management skills, with ability to inspire and guide diverse team of professionals
Experience mentoring and developing high-performing teams
Exceptional analytical skills with ability to leverage and interpret data to drive decisions and measure impact of improvement initiatives. Strategic thinker focused on achieving organizational goals through process optimization
Established expertise in written communications for both customer and cross-functional audiences
Excellent communication and presentation skills with ability to effectively convey complex process changes and performance improvement strategies to a variety of stakeholders
Familiarity with Lean Six Sigma methodologies and their application in process improvement. Certification at a Green Belt level or higher is highly desirable
Thrive in fast-paced, dynamic environment with changing priorities
Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
These jobs might be a good fit
