Tier 1 Service Manager

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Responsibilities

• Act as point of contact for Tier 1 Select customers for after-sales services including technical and billing/care support
• Orchestrate and monitor service recovery / NPS recovery
• Drive end to end Service Management for Tier 1 Select customers, providing focused and differentiated (faster) services
• Coordinate with SST / SRT or other resolver teams to close issues with priority
• Lead the daily stand-up activity with SWAT Teams
• Initiate problem management based on chronic issues / complaints / reports to trigger Service Improvement Plan
• Lead performance review meetings with internal and external customers, including preparation of SLA and RCA
• Collaborate with resolver groups...