Customer Care Project Manager

Customer Care Project Manager
Job Type: Full Time
Location: Belmont, CA
Department: Global Services and Support
RingCentral provides cloud business phone systems designed for today's mobile, distributed business world. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi-extension business phone system with advanced voice and fax functionality, RingCentral simplifies business communications for modern, flexible business environments.
A Project Manager in Global Services and Support at RingCentral will empower the Technical Support organization with the processes, metrics, tools and technologies to deliver world-class technical support. You will collaborate with the global support leadership team to deliver and contribute to strategic solutions and roadmap designed to meet our ambitious productivity and Customer Satisfaction goals.
The ideal candidate is pro-active, has excellent communication skills, enjoys working as part of a team, can successfully multi-task, and thrives on being successful in high-stress environments. Successful candidates will have strong interpersonal skills, a confident presence, adept at logical troubleshooting, strong project management skills, strong support analytics experience and the ability to manage cross-functional teams.
This is a highly visible and challenging position with the opportunity to directly impact the success of the Customer Care organization in addition to influencing the Customer Experience across RingCentral.
This role will be a hybrid role between Project Management and Process/Operations management dependent on the most critical needs of the organization.
Responsibilities would include some of the following:
Define strategy, objectives, project scope, and business requirements for various new or enhanced projects in GSS arena and facilitate the successful rollout and adoption of new systems, processes, etc.
Work cross-functionally with engineering and product management to facilitate the rollout of training and education on features and functionality in new releases with just-in-time delivery to support team, and enable their ability to support their customer on day one with new releases.
Work cross-functionally with engineering, marketing, and product management to improve processes for support organization, product, and customer experience.
Oversee and report on progress and status of New Product Introduction & Support Readiness Programs.
Monitor existing workflow, processes, and industry trends to suggest areas of potential improvement.
Identify opportunities to improve workflow and create supporting documentation for review by peers and management
Must be willing and able to travel on occasion
Qualifications & Skills:
Bachelor's degree. With 10+ years of related industry experience.
5 years experience working in Technical Support as an expert in technical support best practices
Strong experience with SaaS technologies and telecommunications/VoIP technologies required
Familiar with Salesforce Service Cloud or similar CRM systems, Knowledgebase systems, and Customer portals for case management.
Experience in developing and overseeing programs and processes that directly create customer satisfaction and loyalty.
Self-starter with ability to handle multiple tasks and priorities simultaneously.
Strong verbal/written communication skills, including the ability to effectively communicate with both business and technical teams.
Proficient in identifying areas for improvement in processes, tools, and techniques and the ability to follow through on implementing these improvements.
Strong attention to detail and excellent problem-solving skills.
Ability to understand and apply technical concepts.
Team skills, including the ability to establish and maintain effective working relationships.
Demonstrated ability to work as a team player and enjoys collaboration.
Demonstrated ability to work with minimal supervision.
Demonstrated excellence in troubleshooting and analysis skills.
Willingness to work in a fast-paced, entrepreneurial Customer Care organization.
Must be a strong leader who is highly energetic and a motivated team player.
This is a great opportunity to put your experience and ideas to work in a fast-paced, growing company that is a market leader.

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